It’s good to know that Philippine contact centers are becoming more profit-oriented than cost-driven according to a ContactCentres.net research. This is brought about by more clients outsourcing higher-value services to the Philippines. Of course, we have that obvious edge over India and China–we’re good (if not the better) English speakers.
With close to 130,000 seats to offer and growth expected to reach as much as 25% over the next couple of months, the Philippine contact center industry is ready to (and capable of) take/ing on more offshoring activities, majority of which come from the US market.
As noted, the transformation from cost to profit centers is a result of a more strategic focus of contact centers to up-selling and cross-selling opportunities, which is expected to increase in the coming years, rather than passive, in-coming customer services.