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Philippines, India Remain Top Choices for Contact Center Outsourcing

By Infinit Outsourcing Subscribe to RSS | August 16th 2012 | Views:
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The amount of outsourced work to the Philippines has significantly increased over the past couple of years. The types of work being outsourced to destinations such as the Philippines, India, Egypt and now, the other countries in the BRIC region – as they are considered to be emerging destinations as well – varies, ranging from contact center services to data entry services. Among the various services, contact center solutions could be considered as the service outsourced most of the time.

The Philippines has continued to enjoy the amount of attention given by large outsourcing enterprises and the outsourcing sector has been indeed a major contributor to the country’s revenue. According to a newsletter published by the Senate of the Philippines, the business process outsourcing (BPO) industry has been projected to generate revenue of US$11.6 billion in the year 2011 and the employment is expected to grow by 700,000. With the said projection by industry experts, the revenue for the year 2016 will be quite exponential as the predicted amount would be around $25 billion. One might say that this is a generous amount, but with the continuous developments in the sector in the industry and in the Philippines, the $25 billion prediction is not quite far-fetched. Reports for the previous showed that the Philippines have posted a surplus in its balance of payments and the strong inflow of outsourcing revenue has allowed for this to happen.

Recently, an announcement by New Zealand internet provider Orcon was posted on their website mentioning their latest expansion, which involves putting up an offshore call center office. The selected destination for this current expansion is the Philippines – a choice that is not considered unusual since the Philippines has been known as the top destination for such degree of outsourcing.

Another popular call center outsourcing destination would be India. Despite the attention given to the Philippines for its manpower’s fluency in the English language, India still remains in the top choices for contact center outsourcing. A primary reason for this would be the cheaper overhead costs for companies especially because labor in India possesses a price tag that has an amount that is appealing to business owners.

A couple days after the month of February began, Jacada, a provider of contact center technology that is aimed at improving customer service solutions, issued a press release with an announcement that it is conducting a geographic expansion and the country where they would be landing a corporate footprint is India. However, in Jacada’s case, the primary reason is not the cost because according to their press release, they deem that their company’s product offering is an ideal fit for the fast growing Indian market. Also, as there are numerous contact centers in India, it is only sensible for them to set up a facility there especially because the target market for their products is call centers.

Despite the emergence of other countries as destinations for outsourcing, it is interesting to note that India and the Philippines remain steady in their positions at the top of the list.

Infinit Outsourcing - About Author:
Jamee C is a Strategic Solutions Specialist of Infinit Outsourcing, a leading outsourcing company that caters to small and medium enterprises. It offers boutique call center outsourcing services that allow companies to gain a competitive advantage in their respective industries.

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