There is still room for new players in the Philippines’ contact center industry.

According to top officials of Contact Center Association of the Philippines (CCAP), there are still other industries and overseas markets that need contact center services that Philippine companies have yet to tap.

The Philippines is in the strongest position to take advantage of these untapped markets given its stellar performance and recognition as the call center capital in the world.

Manila and Cebu were among the top 10 emerged outsourcing destination in the world.

Manila ranked third while Cebu ranked eighth in Tholon’s latest report. Baguio, Iloilo, Sta. Rosa and Davao were also included in the top 100 outsourcing destinations list.

The industry is poised to grow stronger this year because aside from concentrating efforts in serving the US market the industry has slowly penetrated other new growth markets like United Kingdom, Australia, and New Zealand.

The industry, in partnership with government agencies, has also invested in ensuring the talent supply for the growing industry.

The Philippines’ fast-growing contact center industry employed close to 500,000 Philippine workers by the end of 2012.

CCAP projects the workforce to grow to 802,000 employees by 2016 which is achievable given the still large untapped global market. There is still growth expected in markets of Europe, the United Kingdom, New Zealand and Australia to make up for traditional markets like the United States.

Call centers still dominate the landscape making up two-thirds of the industry.

Among the services, healthcare is on a fast growth fueled by the Healthcare Act in the US as well as back office processes and accounting.


Outsourcing that works – Effective Outsourcing Model, Learn more!
Cacho. Katlene. “Contact center industry ‘still has room to grow’
15 August 2013. Sun Star. Accessed 18 August 2013.
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