Philippines ‘overtaking India’ in contact centre outsourcing market

The estimated contact centre outsourcing revenue for the Philippines last year exceeded the estimated revenue of India at $5.6 billion to $5.9 billion as reported by Everest

The Contact Centre Association of the Philippines (CCAP) has released a report touting the dominance of the Philippine contact centre industry in the global outsourced voice services market with revenue growth outpacing the global benchmark by almost twice the rate and its global market share growing to 24 percent, or almost 50 percent higher than its share five years ago.

The Philippine contact centre industry is projected to sustain its growth in the next five years, from about $6.2 billion in revenues for 2010 to about $14.7 billion by 2016 - more than doubling the size of the industry, and corresponding to a compounded annual growth rate (CAGR) of 15 percent.

At the same time, the industry is expected to employ about 816,000 FTEs (full-time equivalents) by the end of 2016 from about 344,000 in 2010. Seat capacity is also projected to grow to more than 500,000 by 2016.

To further emphasize the remarkable growth of the industry, the estimated revenue for the Philippines for 2010 has exceeded the estimated revenue of India at $5.6 billion to $5.9 billion as reported by Everest.

This was attributed to the increase in the Philippines’ share in the global call centre outsourcing market from 15 percent in 2006 to nearly 24 percent in 2010.The market share is also projected to increase to about 29 percent by 2016 if the industry’s growth is sustained at the projected CAGR of 15 percent.

The growth of the Philippine contact centre industry from 2006 to 2010 (at 15 percent CAGR) was noted to be comparably faster than the rest of the world, which is projected to grow by only 12 percent over the same period.

“We can attribute our phenomenal growth to the quality of service our world-class professionals consistently deliver,” says CCAP president Benedict Hernandez.