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- Title
The Growth and Prospects of Call Center Outsourcing in the Philippines.
- Authors
Palugod, Nora; Palugod, Paul
- Abstract
If you are on the phone purchasing a Dell computer or trying to resolve an issue with Verizon internet or wireless service, then most probably your call is being handled by a service person located in the Philippines. The growth of the Philippine call center outsourcing can easily be described as phenomenal. From virtually zero in 2000, the Philippine call center industry has grown to reach almost $6 billion in revenue in 2010. Last year, the Philippines became the largest outsourcing destination in the world surpassing India, the pioneer of the outsourcing industry. This paper analyses the historical growth of the Philippine call center industry, discusses the patterns of growth, identifies the constraints and competitive advantage of this sector, and finally explores the future of the industry.
- Subjects
BUSINESS process outsourcing; THIRD-party logistics; CALL center agents; DELL computers; COMPETITIVE advantage in business; VERIZON Communications Inc.
- Publication
Proceedings of the Northeast Business & Economics Association, 2011, p379
- ISSN
1936-203X
- Publication type
Article