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.
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).
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.
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