The most dynamic of the Information and Communications Technology (ICT) sectors in the Philippines, the contact center industry or the call center industry as it is most popularly called in the Philippines, has experienced an annual growth rate of 70% for 2005, according to a report by the ICT Division of the BOI’s Industry Development Group.

Multinational companies cite several factors for choosing the Philippines as their contact center venue, foremost of which is the country’s customer-oriented and service-driven workforce. Compared to Indians, Chinese, and Australians, Filipinos are more receptive and adaptable to western culture because of their shared history. They also have a higher level of English proficiency, and deliver quality service at a lower cost.

Besides the cost-effective labor, operational costs are likewise relatively low in the Philippines. In addition, call center infrastructure, like CRM technologies, interactive voice response system (IVR), computer telephony integration technologies (CTI), call management systems, automated quality monitoring and recording systems are highly accessible.

Statistics from the BOI reports that there are currently 105 major contact centers operating in the Philippines. Among the top call centers in the country are Ambergris Solutions, AOL Member Services Philippines Inc., APAC Customer Services, Inc., Convergys,  ePerformax Contact Centers Corp, Teletech, Clientlogic, ePLDT, e-Telecare International Inc., ICT Marketing Services of the Philippines, InfoNXX (Phils.), Link2Support, Pacific Internet, PeopleSupport International, Inc., and Sykes Asia. Industry analysts, on the other hand, predict that the number of contact center seats will double from 40,000 in 2004 to 80,000 by the end of this year.

Following are the inbound and outbound services offered by contact centers in the Philippines:

• Telemarketing
• Advisory
• Sales verification
• Credit and collection
• Reactivation/Reinstatement
• Loyalty program
• Customer service
• Order entry
• Inquiries
• Technical help desk
• Payment authorization
• Order taking and fulfillment
• Complaints
• Disputes
• Transcription
• Requests
• Electronic eligibility
• Support
• Sales
• Marketing/Lead generating
• Billing