RP Call Center Sector To Top India's

Filed in archive Outsourcing News on February 20, 2005

According to analysts, the Philippines would overtake India's global lead in call center operations with projected revenues of $3.6 billion in five years. "This is the trend that we see considering that locally, aggregate call center revenue grew by 300 percent over the last three years," said Cesar Tolentino, senior analyst at consultancy firm XMG Asia Pasific.

Eugene Talasch, XMG principal analyst, said that the country could take the lead if it boosted its attractiveness as an outsourcing location. This means improvements in telecommunications and basic infrastructure. He said that the country is below median as an outsourcing location, but it places high in terms of labor skills, English proficiency, resource quality and cost operations.

Talasch added that the Philippines needs to make the global market more aware of the specific points that make the country an excellent outsourcing destination. These include its education system, language skills, and track record. He also said that the country should work on weaknesses like government incentives and support, and international promotion or marketing.

Nonetheless, Damian Mapa of the Commission on Information and Communications Technology said that while the Philippines was expected to take the lead in call centers, India was still the leader in IT services.