Before other BPO sectors cropped, first there was the Filipino call center industry which managed and provided calls as well as answered emails from various customers overseas. These call centers handled varieties of customer relations such as customer care, financial and online B2B support, and technical support. 80% of the BPO industry in the country is composed of call centers. BPO companies, to this day, continually bask in rapid growth in spite of the threat of global economic recession.
Though in the past India was the prime destination of outsourced services, while the Philippines remain an alternative and played a second fiddle, it is no longer so for the present. The Filipino call center industry only needs a few decades or so to beat India. It is through call centers that Filipinos best honed their oral English communication skills, took advantage of their high literacy rate, and improved other technical skills like IT, web design, SEO and other back-end services.
Filipino call centers’ aggressive expansion over the years makes them an easy target of developed countries. The country’s huge talent pool of educated individuals are also utilized and given enough employment opportunities. The Filipino call center realm almost always exceeds 40% of its targeted rate and is competing head to head with China and India, despite the two other countries’ demographic advantage.
