Philippines Tops India as Global Call Center Giant
The Philippines has emerged as a global leader in the 'call of duty' industry, surpassing India in employment numbers and revenue growth. A recent investigation by journalists Kathy Chu and Michelle Yun has shed light on this booming sector, which generated $6.3 billion in revenue last year and is projected to grow at a rate of 15% to 20% annually.
The Philippines now employs 350,000 'call of duty' agents, outnumbering India's 330,000 workforce. This significant shift occurred over the past four years, with the production volume of 'call of duty' revenues in the Philippines growing from $4.6 billion in 2016 to $6.3 billion in 2019. Chu and Yun gathered data from the Contact Center Association of the Philippines and the Everest Group to compile these figures.
Companies, however, may be reluctant to disclose information about where their customer-service calls are handled. Chu advises reporters to let data guide their stories and seek expert voices in each country when covering international topics. She suggests reviewing earnings calls, annual reports, and press releases to find clues about 'call of duty' locations. Additionally, she recommends asking customer-service representatives directly where they are based.
The Philippines' 'call of duty' industry continues to thrive, with an estimated $6.3 billion in revenue last year and a projected annual growth rate of 15% to 20%. While companies may be sensitive about disclosing 'call of duty' locations, journalists can uncover this information by following Chu's advice and leveraging data-driven approaches. As the industry grows, so does the importance of understanding its global dynamics and the role played by countries like the Philippines.
