Philippines predicts $15 billion from call centres by 2016, retain lead over India

MANILA: The Philippines expects to boost its revenues from call centres to nearly USD 15 billion by 2016, sustaining its three-year lead over rival India, industry leaders said today.

The archipelago, which already hosts global giants Accenture, Convergys, IBM, NTT Docomo and Hinduja, is attracting more and more likeminded companies, Contact Center Association of the Philippines head Benedict Hernandez said.

"The reality is we have established ourselves as the pre-eminent brand in call centres," he told reporters at the sidelines of an industry conference.

The sector passed India in revenue terms in 2009 and in manpower terms in 2010, according to industry figures.

Revenues this year are projected at USD 8.4 billion with 4,93,000 people employed, Hernandez said, with turnover expected to rise to USD 14.7 billion by 2016, employing 8,62,000 people, he added.

Hernandez said that even the sharp appreciation of the Philippine peso against the Indian rupee in recent months, as well as attractive tax incentives offered by other countries, is not expected to dampen interest.

Philippine call centres were also expanding their market from being predominantly English-speaking to other languages including Spanish, Japanese, German, Mandarin, French, Korean, Bahasa and Thai, he added.