The outsourcing industry is ever volatile and can be subject to the political and economic whims that threaten a country. Sometimes unrest in a country may have little effect on a call center services outsourcing hubs. When unrest in the Philippines that made headlines last year and it is current state now, it can also still have a negative effect on the outsourcing with Egypt unrest and uncertainties, its plans to emerge as a sought after a call center hub may have now been threatened. In terms of revenues, the global call center outsourcing market is leading. The Philippines is one of the preferred destinations for a call center outsourcing services worldwide. The business has not waned for the country, as the outsourcing companies have continued expansion plans this year. The industry expects a 20 percent annual growth over 3 years with more companies shifting services to the country.
For the country, Philippine subsidiary of Canadian telecommunications company Telus Communications of Telus Corporation vouched for the country, citing it is a vital global site for their global business process outsourcing operations on the 2nd of February. The Telus call center operations currently make up 80 percent of the company’s revenues and the company forecasts that call center operations will likely grow another 20 percent. Telus is planning to expand further and open a fifth site in the country’s capital adding to its 8,500 strong workforce of which the majority are functioning as call center agents.
The new contact center operations are also being established in the country. This includes the two new company’s in just the past few days. The contact center’s team consists of 15 consultants, which will support the company’s rapidly growing Asia from a new unnamed company that is also setting up operations in Davao City in the Philippines as reported in local newspaper carrier. The company will require 400 call center agents, the unidentified company is one of the five large international contact centers.
The unrest has seen the country’s hard work in terms of the economic reforms sidetracked as companies lose confidence in the country especially with the reforms sidetracked as companies lose confidence in the country especially with the curtailing of the Internet which analysts estimates cost Egypt $3 million per day within the outsourcing industry alone. In 2009, Egypt has previously seen major investments from outsourcing companies at the country’s Smart Village in Cairo. This includes Sykes and Stream Global Services to name a few, however the developments in the country have pushed investors out of the country including Microsoft who has operations in the Smart Village. The company decided to distribute the services that it provides through Egypt to other locations. The Egypt will be able to recover its standing in the call center outsourcing industry.
REFERENCE:
http://www.blog.infinit-o.com/philippines-continues-shine-call-center-hub-egypt-woes-threatened-own-plans/
