Some 1.071 million jobs to be exact in what has gone beyond mere call centers. Outsourcing is becoming more like tool manufacturing, made here for operations abroad, from animation to zoology. For all that, some 1.345 million more jobs are expected to open next year.
With P25 billion in export revenues now (it was just $3.4 billion in 2006), that’s at par with foreign remittance also worth P25 billion today. Remittances from abroad and local call center earnings will contribute $50 billion to the economy this year.
Although it remains heavily voice-based, call centers have exploded from a global market share of just 5 percent in 2006 to 13 percent projected for 2016, from 5.8 percent of gross domestic product in 2012 to 8 percent by 2016.
Nearly 80 percent of revenues come from North America; 9 percent from Europe and, recently, 9 percent from New Zealand. Japan generates 5 percent, a lot of it in software.
Life sciences outsourcing is a rising star. It covers a wide range of services, mostly human drug trials. Worldwide, it is valued at $596 billion by 2016 because of the growing complexities in the life sciences market, pushing companies to minimize cost and outsource in other countries, said Paul E. Tajon who heads the Infrastructure and Service Industries desk at the Board of Investments.
As early as 2010, the Philippines already had eight of the world’s top 10 life sciences companies “and we at the Department of Trade and Industry had no idea,” he said during the 2015 Philippine Innovation Summit organized by the National Academy of Science and Technology.
Still, contact (voice call) centers remain the big players, getting 60 percent of the seats in 2014, each firm employing anywhere from 5,000 to more than 20,000 Filipinos. Convergys is the biggest of them all with 60,000 agents in 22 “call centers” nationwide.
The next largest are back office operations; the fastest growing are finance and accounting and health information management.
Outbound services now cover telemarketing, advisories, sales verification, credit and collection, loyalty program benefits, reactivation/reinstatement of accounts, customer services, order entry and the like.
Inbound involve inquiries, technical, transcription complaints, customer service, support, sales, marketing and billing.
Information technology (IT) and software development – with each firm employing from 300 to over 15,000 – involves applications development and maintenance; IT operations and infrastructure; software product development; as well as business analysis, project management and education.
Back office companies, each employing 500 to 10,000 and up, provide finance and accounting services as well as human resource, legal outsourcing, business analytics, market research and analysis, procurement, publishing and other back office processes.
Creative services are smaller, with around 50 staff members each, providing 2D/3D animation; flash animation, Web design, graphics and art design; interactive game development (PC gaming and console games); and e-learning (medical and educational).
Firms in engineering services and research and development each employ about 300-plus staff doing printed circuit design, wireless devices and display technology, electronic components, CAD/CAM and mobile applications.
Headcount-wise, 685,000 Filipinos are in voice centers, 186,000 in back offices and 86,867 in health care. Despite the potential, only 3,850 are in game development. But it’s a surprise that as much as 10,304 Filipinos are working in animation.
The next hubs: opportunities in higher value services like business analytics, health, game development, animation, knowledge process outsourcing and clinical trials.
15 to 18 Percent Yearly growth for the Call Center Industry
The call center industry now on its 14th year of phenomenal growth will continue to grow at a robust pace of 15 to 18 percent year-on-year and will still dominate the information technology-business process management (IT-BPM) sector.
Benedict Hernandez, president of the Contact Center Association of the Philippines (CCAP), said voice services account for 69 percent of the total IT-BPM and “it’s fair to say that over the next couple of years voice will still be majority.”
“Healthcare information management continue to grow fast, the global in-house centers are also growing fast,” Hernandez said.
The industry currently employs 700,000 or two-thirds of the over 1 million workers of the entire IT-BPM industry.
The IT-BPM sector targets 1.3 million workers by 2016 when would still grow at a fast clip of 16 to 18 percent. The contact center industry in the past has always been hitting the high side of 18 percent.
“We are still growing despite the huge base. Roughly we are seeing a 16 to 18 percent growth year-on-year. It’s still a high number considering the huge base,” he said
The Information Technology-Business Processing Association of the Philippines (IBPAP) is crafting a new roadmap which would plot the strategy of the industry for the next years.
IBPAP is pursuing a collaboration with industry and academe focusing on multiple areas, particularly on the development of structured internship programs that apply theoretical knowledge with practical workplace experience; faculty externship to enable teachers to experience IT-BPM workplace situations; implementation of information strategy underscoring the responsiveness of higher education to IT-BPM opportunities; and joint research and development programs for pertaining to the industry.
Hernandez said the different university associations as well as the industry associations will create joint secretariat between the academe and industry and will work on the curriculum, internship as well employment to address the IT-BPM’s needs.
Submitted by Irma Isip / http://www.malaya.com.ph