Call Center Industry Of The Philippines; Before, During And After Global Recession

Call Center Industry Of The Philippines; Before

, During And After Global Recession

One of the biggest and most successful industries in the Philippine is the call center indsutry. What made it successful compared to other industries in the Philippines is because of its many outsourced companies coming from the US as well as with the government's heavy support as it was one of the few solutions for the growing unemployment in the Philippines.

However, though the call center industry was once known as the largest industry in the Philippines, which was also known as the Sunshine Industry of the Philippines, the industry has recently taken a huge downturn due to global recession. And today, much of what it was has changed significantly.

Call center industry before global recession

Before the global recession occurred, the call center industry was one considered as one of the biggest and most successful industry in the country. The Philippines also became the most competitive market in Asia in terms of providing the best call center service in market. Part of the reason is because of its numerous services mostly pertaining to customer relations such as Order taking service, travel services, technical support, education, customer care, and financial services.

However, other than customer relations such as Order taking service, a number of call center agencies in the Philippines, particularly the outsourced ones, also provided a more business-to-business services like online business to customer support and online business to business support.

Call center during global recession

Because of global recession, which has significantly made an impact in US' economy, the call center industry of the Philippines were also affected due to the fact that many call center agencies in the Philippines are from the US.

During global recession, many call center companies and agencies in the Philippines closed down, resulting in a large-scale unemployment in the Philippines, while those left standing have changed their recruitment process as well as their requirements.

Call center managers require graduates who are extremely fluent in English and (for technical accounts) above par IT skills. Due to the economic downturn in United States (where the outsourcing industry's revenue came from), only few potential investors are surveying for outsourcing sites.

Call center industry of today

The call center industry of today have significantly risen since global recession, and started to pick-up its pace in the market. However, many that has changed during global recession are still in effect in today's call center industry, such as its recruitment processes and requirements, even though most of these companies may only involve simple customer relation services, such as Order taking service.

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