Executive Boutique

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Your Call Center Partner in the Philippines

Philippines BPO and Telecommunication Sector

In today’s fast-paced and rapidly changing world, access to quality information is considered a critical component for economic development and poverty reduction. Information and communication technologies (ICTs)—such as fixed lines, mobile phones, and the Internet—serve as tools to access relevant information and communication services that are difficult, if not impossible with other human resources and infrastructure.

The Philippines is an important player in offshore call centers and business process outsourcing, trading on its international connectivity, high literacy rate and a workforce skilled in American language. The Philippines telecommunications sector is another distinguished linkage of the BPO. The call center sector has the largest share of revenues in the Philippines ITES industry. Investments in this sector, particularly of internet and broadband services, have been increasing over the years providing substantial support to the BPO operations. Moreover, software system acquisitions are one of the main expenditures of BPO firms. Particularly in 2004 and 2005, investments for telecommunications and sound recording/ reproducing equipment rose by 19.1% and 18.5% respectively, after a sharp contraction of 11% in 2003.

However, there is however a decrease of 5.6% in 2008 to P23.7 billion from P25.1 billion in the previous year. The government clearly sees telecom as a basic driver in call centers and Philippines business process outsourcing. This is the reason why IT buildings in metropolitan areas have been designed by agencies such as Board of Investment and Philippine Economic Zone Authority to attract foreign companies. Exclusive licenses are also being offered to telecom companies that install fiber access rings for these projects.

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