Earlier in the year, a member of the Philippines Senate, Senator Manuel “Mar” Roxas III calls for more mergers and acquisitions in the local call center industry in order to widen flow of capital investments during his keynote address at the Call Center Association of the Philippines (CCAP) conference held in September this year.

The Senator said there are at least 200 small contact center operators in the Philippines that need better presence in getting both domestic and international projects. The Philippine call center industry should be able to help small players to expand their capacity in providing outsourced offshore services.

Fast forward several months later, now at the verge of 2010, these small Philippine contact center companies’ weakening operating margins show that they must confront the possibility of merging with other companies.

According to the findings of a quarterly survey on the contact center industry, “Contact Centers: Forerunners of Resiliency” by CCAP’s Country Competitive Research Committee and Pricewaterhouse Coopers Financial Advisors– the local contact center industry continues to grow, with revenue up to 21 percent and number of seats increasing by 13.8 percent in 2008.

Demand is still booming however global customers require better services and performance, something these small contact centers cannot achieve yet on their own limited resources.

Outsourcing Solutions, Inc. – your outsourcing partner!


Ong, Edson. “Smaller contact centers to confront merger issue.” 27 December 2009. The Manila Bulletin. Accessed 27 December 2009. Link Here.

Villafania, Alexander. “Roxas wants more mergers among call centers.” 15 September 2009. The Philippine Daily Inquirer. Accessed 27 December 2009. Link Here


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