The Philippines has gained a strong global position in the top 10 countries for BPO worldwide. The country’s BPO industry is one of the biggest contributors for the local economy due to its global leadership in voice-based services along with the sustainable advancements in non-voice and complex process outsourcing.
The government strongly supports investments in infrastructure, outsourcing and offshoring by implementing government programs that offer incentives such as tax holidays, tax exemptions, and simplified export and import procedures.
This demand for highly skilled workers is supported by the Technical Education and Skills Development Authority (TESDA) and the Information Technology and Business Process Association of the Philippines (IBPAP). The Philippines has surpassed India as the world’s call center capital. Call center firms continue to improve in terms of service quality (with a focus on the customer experience across channels), delivery, scope of work and technology. While the voice services segment continues to bring in the most revenue, the non-voice segment (market research, fraud analytics, banking insurance, actuarial engineering, web development, data integration, research and development, legal processing, medical transcript preparation, healthcare, back office, software development, game development, animation, and other knowledge-based services) is rapidly catching up.