Philippines Call Center Training Program Reports 90 Graduates

Call centers in the Philippines will soon be getting a boost with some fresh new recruits trained to propel the business processing outsource industry (BPO).

Some 90 individuals recently graduated from free training seminars for prospective call center agents in Malabon, Philippines, city officials announced. The students received their certification of attendance and completed the program this month. Most of the call center trainee graduates are undergoing additional training in call center firms in Makati and Ortigas, Malabon Vice Mayor Arnold D. Vicencio said in a statement.

A call center is a central customer service operation where agents handle telephone calls on behalf of clients. Such clients include mail-order catalog houses, telemarketing companies, computer product help desks, banks, financial service and insurance groups, transportation and freight handling firms, hotels and IT companies.

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Philippine Call Centers Ring Up Business

MANILA -- The Philippines and other smaller countries are gaining on what used to be the sole superpower in the global call-center business, India.

The Philippines' share of the industry -- the business of helping people rectify computer problems, pitching magazine subscriptions and other time-consuming tasks -- has risen from virtually zero a decade ago to 15% today, the No. 2 spot, according to Dallas-based Everest Research Institute.

Meanwhile, India's share of the global business-processing market, while growing in value, has fallen to 40% from about 80% in 2004 as the industry spreads to other parts of the world.

This shift isn't because of a sudden aversion to India. India-based call centers still lead the industry, racking up $11 billion in revenue last year, according to the New Delhi-based National Association of Software and Services Companies, compared with the $6.8 billion earned by Philippines-based providers. India's $29 billion-a-year sector for information-technology services dwarfs other contenders.

Read More Article...

Philippine Call Centers Ring Up Business

MANILA -- The Philippines and other smaller countries are gaining on what used to be the sole superpower in the global call-center business, India.

The Philippines' share of the industry -- the business of helping people rectify computer problems, pitching magazine subscriptions and other time-consuming tasks -- has risen from virtually zero a decade ago to 15% today, the No. 2 spot, according to Dallas-based Everest Research Institute.

Meanwhile, India's share of the global business-processing market, while growing in value, has fallen to 40% from about 80% in 2004 as the industry spreads to other parts of the world.

This shift isn't because of a sudden aversion to India. India-based call centers still lead the industry, racking up $11 billion in revenue last year, according to the New Delhi-based National Association of Software and Services Companies, compared with the $6.8 billion earned by Philippines-based providers. India's $29 billion-a-year sector for information-technology services dwarfs other contenders.

Instead, the Philippines and other countries are benefiting from changes in the outsourcing industry, in which major clients increasingly require call centers to operate around the world. The reasoning is that if hurricanes, earthquakes or political upheavals hit one site, calls can be quickly routed to other centers elsewhere.

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