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ABS-CBN News
November 14, 2008
The Philippines remains to be a strong contender for outsourcing contracts with North American companies wanting to lower costs amid the ongoing economic downturn, according to a Canada-based research group.
While India maintains top position in the global outsourcing industry, having attracted $4.7 billion in revenues this year, the Philippines is not far behind with $4 billion, Info-Tech Research Group said in a study titled, "Contact Center Offshoring: Philippines, the Next Big Destination".
Howard Kiewe, a senior research analyst at Info-Tech, attributed the continuing upsurge of call centers in the country to the high quality service delivered by educated English-speaking agents with accents similar to their North American callers.
"This lesser known call center hub is a key contender for many international corporations attempting to lower their costs through outsourcing their call centers," he noted.
Enterprises that have already opened call centers in the Philippines include Dell, Citibank, AOL, HSBC, Convergys, Sykes, and Telus. According to Kiewe, most of these firms are still expanding their offshore call centers despite the economic troubles in North America.
Info-Tech's study was based on data from field research conducted in the Philippines that included site visits and interviews of contact center executives, their workers and other industry leaders.
With a paid membership of over 23,000 worldwide, Info-Tech is a global leader in providing tactical, practical information technology research and analysis. Info-Tech has been delivering information technology research for more than 10 years.
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