History of the Call Center Industry of the Philippines

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The call center industry is considered today as one of the most successful industries in the Philippines. It even gave the honor to the country, branding the Philippines as the call center capital of the world with over 350,000 highly trained agents working in the country.

Though successful now, the call center industry had also faced a lot of trials in the past, particularly when it was still starting up until the global market had hit the world. Here is a brief history of how the call center start, had fallen, and gained success in the global market.

History of the Call Center Industry of the Philippines

The Call Center Industry’s Beginnings
The call center industry of the Philippines started when a number of third-party companies had started to offer live answering services in the Philippines. Eventually, the demand for call center services grew which also led to the growth of call center companies to accommodate this growing demand. This then marked the start of the call center industry of the Philippines.


Rising Industry of the Philippines
Part of what made the call center industry successful was because of new call center services that allowed the industry to access a number of markets in the Philippines. Small Business Answering service such as Order taking services, reservation services, travel services, and many others were some of the few popular additions to the collection of call center services that the industry offers. And it was also because of these services and many other business-to-business answering services that the call center industry had continuously raised.

Eventually, the Philippine government had recognized the call center industry as the one of the fastest-growing industries in the Philippines, particularly when foreign investors had started to outsource their live answering services in the Philippines or started their own call center businesses in the Philippines. The call center industry was also recognized as the Sunshine Industry of the Philippines because of its massive growth within less than a decade.


Effects of Global Recession
When global recession had hit the world, the call center industry of the Philippines had taken a major downturn due to the fact that many foreign investors had started to pull back their investments in the Philippines. This resulted in many call center companies and agencies to close down due to bankruptcy.

However, there are still a number of call center companies in the Philippines that survived global recession, such as those that offers simple call center services such as Order taking service to small and medium businesses, which were unaffected by global recession.

After Global Recession
When global recession had started to recede, many foreign investors had returned to the Philippines to continue their investments, by outsourcing their services or by starting a new call center business in the Philippines.

Eventually, the call center industry had grown so much that it was ranked as the 2nd largest provider of call center services in the global market, next to India. Recently, however, the Philippines was later recognized as the call center capital of the world due to the steady increase of revenue as well as manpower compared to that of India.

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