Destination Philippines: Key Trends in the Second Largest Offshore BPO Location

The Philippines has established itself as a credible offshore destination with a 15 percent share of the global offshore BPO market in 2008. The country built a reputation for voice services and is now starting to make a play in the non-voice segment. This research brief provides Everest Research Institute’s perspectives on four important facets of the Filipino BPO industry.

Strong, credible voice destination. The Philippines is a well-established destination for voice services. The voice segment employs approximately 225,000 personnel and is providing significant competition to India’s voice BPO industry (~425,000 personnel).

Beyond voice – the emerging non-voice play. Non-voice BPO now accounts for nearly one-fifth of employment in the industry.

Expansion beyond Metro Manila to “second wave” cities. The first city in the Philippines to support BPO operations, Metro Manila accounts for nearly 80 percent of all BPO activity in the country. Cebu is the most prominent of the Tier-2 cities with Convergys, TeleTech, and Sykes operating centers in the city.

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Exhibit: Activity in Tier-2 cities in the Philippines

Industry news

• Atento opens its fifth contact center in Morocco... more
• Teletech set up a new contact center facility in Iloilo City... more

More >>

Market Vista

Keep your fingers on the pulse of the most relevant trends in the outsourcing and offshoring marketplace with Market Vista

• Market Vista: Q1 2009
• Market Vista: 2008 in Review

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Research

Other new research documents include:

• Ready to Compete – South Africa’s BPO Capabilities in the Financial Services Sector
• The Silent Knight – The Philippines Emerging Non-Voice BPO Capability

More >>

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Industry news

• Atento opens its fifth contact center in Morocco to primarily serve its customers in the banking, energy and new technology sectors
• Teletech set up a new contact center facility in Iloilo City (Philippines), it’s 12^th in the country
• Convergys opened 3 new call centers in Manila, Cebu and Quezon (all in the Philippines) to provide general support and advanced technical help desk services. In addition, the company plans to establish two more facilities at Makati and Manila by June 2009
• TCS announced plans to establish development centers in Pune and Gandhinagar in the first phase that are likely to be operational by end 2009. Others centers are planned in Nagpur, Kochi, and Chandigarh. In total, these centers will employ more than 10,000 professionals
• Vodafone has announced plans to invest ~HUF 500 million and set up a 300 seat regional customer service center in Miskolc (Hungary)
• Wipro plans to set up its second contact center in the Philippines. It intends to hire further an additional 250 people over the next quarter for its Cebu center
• Vodafone is investing ~US$40 million for setting up a shared service center in Ahmedabad. The center will provide support to the company’s domestic as well as international business

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