Call Center

To begin with, let’s start with the process of defining a call center, according to the industry definition:
“A call center is a place wherefrom calls/chats are made or received in high volume for the purpose of sales, marketing, customer service, telemarketing, technical support, or any other specialized business activity.”
If we analyze the above definition and as we proceed in this study, we will realize that there is much more than calling in call centers. It has emerged as a full-pledged industry in itself which provided employment to over 3% of working population of US in 1995 in more than 200,000 call centers operating throughout the country. For the Philippines this is just the beginning and we have a long way to go and better still, the Philippines is poised to have call centers not only serving her own territories but also catering to the needs of other developed countries such as America, Canada, and Australia.
Moreover, the International investment consultancy firm McKinsey & Company also predicts that the demand for outsourcing services will reach $180 billion in 2010, with the customer contact services, finance and accounting, and human resource sub-sectors taking up the biggest shares. When it comes to the trend in primary business requirements, experts are seeing a shift from cost-effectiveness to skills quality and competence. This development all the more strengthens the Philippines' position as an emerging global leader in the BPO industry (BPAP 2006).
The BPO boom in the Philippines is currently led by demand for offshore call centers. The Philippines raked in offshore service generating revenues of $2.1 billion in 2006, placing third behind India and China and slightly ahead of Malaysia. That's up 62% over the $1.3 billion it gained in 2004, and a huge increase from the start of the decade when the outsourcing industry in Manila employed just 2,400 people and the industry had revenues of merely $24 million. It is estimated...