Accelerating Call Center Growth in the Philippines?

With the onset of the new year, call centers in the Philippines are becoming increasingly optimistic about accelerating revenue growth in 2010. According to the Contact Center Association of the Philippines (CCAP), call center revenue in the Philippines grew at a rate of about 15% in 2009. While this was the lowest rate since the industry's began to take off 10 years ago, insiders are expecting growth to climb to about 20% in 2010. This rise is expected to come primarily from the United States, but many call centers are taking advantage of growing economies in other countries. While English speaking countries such as Britain and Australia continue to lead the way, a recent CCAP study indicated that about 23% companies polled say they offer services in Spanish. Another 15 percent claimed to offer services in French, and another 12% said they offer Chinese. The survey noted that 80% of call centers serve the telecom industry, 71% financial services, 52% technology, and 52% assisted the business services industry.