Call Center Industry: Effects in Global Recession

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The call center industry in the Philippines is one of the largest industries in the country today. It was even considered as the fastest-growing industry in the Philippines until it was recognized as the Sunshine Industry of the Philippines due to its massive growth in only a decade, as well as its major contribution to combat unemployment in the country.

Call Center Industry: From Rise to Fall
Although the call center industry is known today as one of the most successful industries in the Philippines, as well as considered as the largest provider of live answering services in the Philippines, the industry had also undergone a number of trials, particularly when global recession had hit the global market.

Rise
The call center industry started when a number of Live Answering Service were introduced in the country, such as customer care and technical support, by a few third-party companies and agencies in the Philippines. Since then, the demand for call center services had grown significantly which signaled the start of the call center industry in the Philippines.


The industry had grown even further when call center companies and agencies established a number of Business Answering Service that not only aims to offer live answering services to large companies and corporations, but also to small and medium businesses such as clinics, restaurants, hotels, and many more. This allowed the industry to access other markets which were inaccessible in the past due to the incompatibility of call center services in the past and their business processes.

Due to the continuous expansion of the call center industry, many foreign investors had come into the Philippines to either start a call center business that aims to offer live answering services to offshore businesses, or to just outsource their call center service to companies and agencies in the Philippines.

According to industry experts, it was because of this that the call center industry had gained its massive and rapid success in the Philippines and in the global market. However, it was also because of this that the call center industry of the Philippines was heavily devastated when global recession had hit the global market.


Fall
When global recession had hit the global market, particularly the US, many call center companies and agencies in the Philippines had been heavily affected, particularly because most of these were established for the sole purpose of providing their services to offshore businesses. And because many foreign investors had withdrawn their investments in the Philippines, many call center companies and agencies had closed down.

However, there are still a number of call center companies and agencies in the Philippines that survived global recession, particularly those that offered Business Answering Service to different businesses unaffected by global recession.

Industry Today
When global recession had started to recede, the call center Industry had started to pick up its pace in the Philippines and in the global market. And today, because of the industry’s strong stand in the market, the Philippines was eventually recognized as the call center capital of the world.

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