Call centres have been a staple of the Philippine economy for over two decades, with the industry rapidly growing from its humble beginnings to become a major contributor to the country’s economy. In this article, we will look at the history of call centres in the Philippines and how the industry has evolved over time.
Early beginnings
The history of call centres in the Philippines dates to the early 1990s, when a few foreign companies started outsourcing their customer service operations to the country. These early call centres were small operations with limited staffing and technology, but they set the foundation for the industry’s growth.
Growth in the 2000s
The call centre industry in the Philippines began to grow rapidly in the early 2000s, as more and more companies recognized the benefits of outsourcing their customer service operations to the country. With its large pool of skilled and educated workers, the Philippines was well-positioned to take advantage of the growth in the call centre industry.
Expansion and diversification
Over the years, the call centre industry in the Philippines has continued to grow and expand, with new companies entering the market and existing companies
expanding their operations. The industry has also diversified, with call centres offering a wide range of services, including customer service, technical support, and back-office support.
Technology advancements
The call centre industry in the Philippines has also benefited from advancements in technology, with new tools and systems being developed to improve the efficiency and quality of call centre operations. The industry has embraced new technologies, such as cloud-based systems, AI, and automation, to improve customer service and streamline operations.
Government support
The Philippine government has also played a role in the growth of the call centre industry, with policies and initiatives aimed at supporting the industry and attracting foreign investment. The government has provided incentives for call centre companies, such as tax holidays and subsidies, to encourage growth and development.
In conclusion, the history of call centres in the Philippines is a story of rapid growth and evolution, from its early beginnings in the 1990s to its current status as one of the leading destinations for call centre outsourcing. The industry has been driven by a combination of skilled and educated workers, favourable business conditions, technology advancements, and government support, and it is poised for continued growth and success in the years to come.
