The Global Call Center Perspective
Total world wide revenue stands at US$ 525 billion
, and growing. In Technology Crossover ventures alone, the figure is US$ 74.5 billion.
Broken down by Industry, in US$ billion
Financial Service 20.4
Manufacturing 16.2
Telecommunications 12.8
Energy 6.7
Healthcare 5.7
Travel 5.4
Business 3.9
Retail 3.4
Broken down by Function:, in US$ billion:
Infrastructure27.0
Applications 10.0
Network 7.1
Financial 2.8
Contact Center 2.4
Multi-processing 1.4
Procurement 1.2
Human Resource 0.9
India has presently a commanding lead, capturing 70% of the offshore component of the BPO industry, earning more than US$ 50 billion, and growing 30% per year. It has four out of every five call-center agents in the world. Some countries show equally strong relative performances in the industry, like the Philippines, Vietnam, China, South Africa, Egypt, Kenya, and others in Eastern Europe. It is estimated that the BPO market is US$ 122-154 billion, divided as follows: US$ 35-40 billion retail banking, US$ 25-35 billion insurance, US$ 20-25 billion finance, accounting and human resources, US$ 10-12 billion travel and hospitality, US$ 10-12 billion automotive, US$ 8-10 billion telecommunication, US$ 8-9 billion pharmaceuticals, and US$ 10-15 billion others.
The Philippines is poised to grab the lead, if indications hold true for any length of time. For more than two years in a row, it is bestowed the Best Off-Shoring Destination of the Year Award by the very prestigious United Kingdom's National Outsourcing Association, in recognition of the healthy economic environment that attracts foreign business to locate their operations in the country. The country is ranked #1 in the availability of knowledge-based jobs and workers worldwide, and in labor quality, according to a survey conducted by the U.S. based Meta Group. Aside from the huge pool of productive, trainable and multi-skilled labor force, the country competes in the quality of its managers and information technology staff and engineers. Fueling the recent growth spurt in the industry are more higher-end outsourcing services such as web design, software development, and animation, with major studios like Disney, Marvel, Warner Brothers and Hanna Barbera having offices in the Philippines.
The Philippine outsourcing industry offers a wide range of services to companies that include not only traditional voice and IT services but also higher value services such as finance, animation, engineering, medical transcription and architectural services, thereby growing at the rate of 46% in 3 years. Demand reached US $180 billion in 2010, with the customer contact services, finance and accounting, and human resource sub-sectors taking up the biggest shares Overall, Philippine BPO is forecast to additionally earn between US $11 to 13 billion and employ 900,000 people in 2010 alone, an 18% growth. When it comes to the trend in primary business requirements, experts are seeing a shift from cost-effectiveness to skills quality and competence.
Another interesting note to add with respect to the Philippine experience is that, while almost 1 out of every 10 Filipinos still work abroad, a whole new set of young upwardly mobile generation is kept at home earning in call centers practically the same as those far away. Although considered by many as only a fall-back position and not a real career move, call-center employment is becoming instrumental in keeping the family intact, still an ideal traditional Filipino value.
by: Mind Rich
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