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Call centers adding 100,000 agents in 2015

By Othel V. Campos | Jan. 21, 2015 at 11:30pm [ ]

Call centers, the biggest contributor to the country’s thriving information technology and business process management industry, expect to add more than 100,000 employees this year and boost revenues by 15 percent.

The Call Center Association of the Philippines, which groups more than 100 call center companies, said revenues were expected to grow 15.4 percent in 2015 to $13.5 billion from about $11.7 billion in 2014.

Call center employees are projected to reach 790,000 in 2015, up by 15 percent from 686,000 in 2014, the group said. Call centers account for about 70 percent of the IT-BPM sector in terms of revenues and employment.  Total employment in IT-BPM sector topped 1 million last year while revenues hit $18 billion.

CCAP chairman and president Benedict Hernandez said in a news briefing despite expectations of slower employment generation in the sector, call center operations continued to grow in line with the target range of 15 percent to 18 percent.

Hernandez said employment in call centers rose 17 percent in 2014 and was expected to increase 15 percent this year.

“We just ended a high-growth year. We’re on our way to another. Headcount has grown 17 percent. Revenue is pretty much still on the growth path,” he said, during the pre-event briefing for the 10th International Call Center Conference and Expo.

The Philippines eclipsed India as the call center capital of the world last year.

CCAP will organize the 10th International Call Center Conference and Expo on Jan. 27 to 28 at the SMX Convention Center in Pasay City.

Hernandez said the group would maintain its growth guidance until 2016, when total employment was projected to reach 1.3 million.

CCAP said while Australia and New Zealand were rising as growth areas for voice operations, the United States remained the top market.
Customer service dominates call center operations with 36 percent of the pie. This is followed by information technology help desk, financial and healthcare.

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