Call center industry seen to grow by 19%

THE PHILIPPINE contact center industry is projected to grow by nearly a fifth by the end of the year, driven by the over-all growth in the global market and the country’s reputation in the voice outsourcing services sector, an official said on Tuesday.

The industry targets to grow by 19% to $8.4 billion in revenues by end-2012, Benedict C. Hernandez, chief executive of the Contact Center Association of the Philippine (CCAP) said in a presentation on Tuesday at the International Contact Center Conference and Expo 2012 in Pasay City.

Mr. Hernandez said the projection came after a survey of CCAP member firms on their first half performance. Industry revenues for the first semester, however, is not available.

“The tailwinds are the global market growth and the pre-eminent brand of the Philippines,” he said. “If it’s voice, it’s got to be the Philippines, that’s the reputation that we have built.” — Cliff Harvey C. Venzon, Businessworld