Philippines Remains World’s Call Center Capital — CCAP
Date:
June 19, 2018
Manila, Philippines, May 31, 2018 — The Philippines remains the call center capital of the world last year, leaving closest competitor India in the dust, and is expected to remain so this year amid the local industry being past its heyday.
“The Philippines continues to be the largest location for delivery of contact services in the rest of the world. So as an outsourcing destination, we continue to dominate the No. 1 spot as a country. There is no close No. 2. We continue to be No. 1 in terms of market share,” Contact Center Association of the Philippines (CCAP) chairman Benedict Hernandez said.
Citing data from Texas-based global consulting and research firm The Everest Group, CCAP said the Philippines is seen to continue being the biggest contact center market this 2018, taking 16 to 18 percent of the total outsourced services globally.
This again will put the country ahead of India, its nearest competitor in this market.
In 2017, CCAP president Jojo Uligan said the country’s global market share stood at a range of between 16 to 20 percent, again beating India for the top spot.
The Everest Group cited language skills and high empathy of Filipino agents, cultural affinity to Western countries, competitive costs, and government incentives like tax discounts and talent development programs, and competitive costs as factors that allowed the country to maintain its dominant status.
Source: Contactcenterworld
