The Philippines expects to boost its revenues from call centers to nearly $15 billion by 2016, sustaining its three-year lead over rival India.
Industry leaders said revenues this year are projected at $8.4 billion with 493,000 people employed with turnover expected to rise to $14.7 billion by 2016, employing 862,000 people. The sector passed India in revenue terms in 2009 and in manpower terms in 2010, according to industry figures.
Much smaller in population than India, the Philippines already hosts global giants Accenture, Convergys, IBM, NTT Docomo and Hinduja, and is attracting more and more likeminded companies, Contact Center Association of the Philippines head Benedict Hernandez said.
“The reality is we have established ourselves as the pre-eminent brand in call centers,” he told reporters on the sidelines of an industry conference.
Hernandez said that even the sharp appreciation of the Philippine peso against the Indian rupee in recent months, as well as attractive tax incentives offered by other countries, is not expected to dampen interest.
Philippine call centers were also expanding their market from being predominantly English-speaking to other languages including Spanish, Japanese, German, Mandarin, French, Korean, Bahasa and Thai, he added.
Hernandez said that the entire industry — voice-based (call centers) and non-voice-based — created 638,000 direct jobs in 2011. They intend to double this to 1.3 million direct jobs by 2016 and hit revenues worth $25 billion by 2016.