The business process outsourcing industry in the country continues to grow in the post-pandemic world. Hitting a US$26.7 billion growth in 2020, BPOs, especially call centers, quickly adapted to remote working to serve their clients better.

As the world slowly opens up again, call centers are expected to remain a major contributor to the Philippine and global economy. For this, the industry projects a US$29 billion revenue and more jobs to generate by 2022.

The country’s business process outsourcing industry is what it is today thanks to call centers. They laid out the foundations of the industry and paved the way to being able to offer more services to global clients.

As a global business, you would need help in navigating the roundabouts of call center outsourcing whenever you need it. For this, we listed the top 40 call centers in the Philippines to help you.

Top 40 call centers in the Philippines

1. Concentrix
2. VXI Global
3. Teleperformance
4. TeleTech
5. Sutherland Global Services
6. Sitel
7. Telus 
8. SixEleven
9. TaskUs
10. IBM Solutions Delivery
11. Hinduja Global Solutions (HGS)
12. IBEX Global
13. Transcom Asia
14. Alorica
15. 24/7 Customer
16. Genpact Services
17. Conduent
18. Accenture
19. SPi Technologies
20. Startek
21. Wipro
22. Optum
23. PITON Global
24. HSBC Electronic Data Processing
25. Deutsche Knowledge Services
26. Shell Shared Services
27. ANZ Global Services and Operations
28. Manulife Data Services
29. TDCX
30. American Express International
31. Thomson Reuters Corp. 
32. ACS of the Philippines
33. Maersk Global Service Centers (Philippines)
34. JP Morgan Chase & Co.
35. Stream Global Services
36. Emerson Electric (Asia)
37. AIG Shared Services Corp.
38. ePLDT, Inc.
39. Personiv
40. iSupport Worldwide

Call center definition

A call center is a part of the broader outsourcing industry, which can also cover business process outsourcing (BPO), shared services, seat leasing firms, as well as home-based outsourcing, and even virtual assistants and freelancers. Call centers can be located onshore (domestic market) or offshore.

The terms for each of the above firms can be used somewhat interchangeably.  Call centers generally refer to the larger business that caters to enterprise clients and processes high-volume, high-repetition tasks, such as customer service, sales, and account management.

There is an association with the call centers that they typically offer the older, more traditional solutions in the outsourcing market and usually work with the bigger multinational enterprises.

Call centers can also encompass shared services operations.  These shared services are purpose-built branded call centers that serve just one parent company — which is typically one of the large multinationals.  Common examples of shared service operations are HSBC (banking), American Express (payments), Shell (petroleum), and Manulife (insurance).

The Philippine call center industry

In 1992, call centers laid the foundations of the business process outsourcing industry that the country is enjoying today. Call center and outsourcing companies’ efforts in contributing to the Philippine economy were even recognized by the World Trade Organization in its 2019 report.

From its beginnings in email response and managing services, call centers expanded their services to all forms of customer service. They, as well, expanded into other industries such as travel, tourism, and banking industries.

Aside from costs and 24/7 service, call center outsourcing in the country flourished due to several other factors.

• Language compatibility. The Philippines ranks 27th out of 100 countries in terms of English proficiency. Filipino agents have neutral accents when speaking to their customers due to the language being ingrained in them since childhood.
• Cultural compatibility. The country was once occupied by the US. With this, most of the population heavily adapts to the Western culture, from entertainment, sports, to art.
• Unique Filipino traits. Filipinos are well-known for being hospitable, courteous, and caring for their customers. They easily adapt this in the workplace with the utmost care they give to them.

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