Call Center History in the Philippines

A Synopsis of the Philippine Call Center Industry's History


The Philippines has made significant efforts to maintain its leadership position in the call center sector.
One of them is creating more business areas and zones in order to expand the sector quickly.

In order to expand economic opportunities and draw in more foreign investors, the local government also enhanced the security and IT service management of call centers.

By 2022, the industry's overall predicted earnings are expected to reach $29.09 billion with such tenacious efforts.

Timeline of Philippine Call Centers

(Philippine Call Center History)

1992: Frank Holz founded the Accenture as the first contact center. Call centers first offered basic services including email response and service administration, according to the Contact Center Association of the Philippines (CCAP).

saw the establishment of the PEZA: Philippine Economic Zone Authority, a government organization that encourages investments and streamlines corporate operations for investors in export-oriented industry. Congress approved this act to have foreign investments open up.

1997: SYKES opened its doors in the Philippines, becoming the first multinational call center to operate in the country.

1999: eTelecare was opened in 1999. 

2002Convergys Philippines Services Corporation was founded in 2002. The Company's line of business includes providing various business services.

2005, the Philippine BPO market grew by 3 percent and generated 2.4 percent of the GDP of the nation.

2008, The nation has surpassed India to become the top BPO location in the globe in the same year.

2010: the Philippines was recognized as the world's BPO capital.

2011: The BPO business employs 600K Filipinos overall, 400,000 of whom work in call centers, making it the largest and fastest-growing employer in the private sector.

2013: This year, it was estimated that 900,000 Filipinos were employed full-time in the sector.
The industry's earnings rose to $15.5 billion in the interim. This expanded opportunities for middle class Filipinos.

2019: The local BPO industry reported $26.3 billion in revenues.

2020: The Covid-19 pandemic had a significant impact on the Philippine contact center market, yet BPO employees maintained hiring and gave significant jobs to families due to the call center industry. Work from home arrangements were made.

2022: Call center operations have resumed and employees have returned to the offices. The IBPAP's (IT and Business Process Association of the Philippines) revised targets for 2022, projects the headcount growth at around 1.37 million to 1.43 million full-time employees, or 2.7% to 5%, and industry revenues of $29.09 billion with a compound annual growth rate of 3.2% to 5.5% in the next two years.

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