Posts Tagged ‘BRO’

The call centers are not dying

March 1, 2009 Leave a comment

Article from


“LOOKING back to 2005, a column titled “Are the Call Centers Dying?” filled this spot. Back then, I was not as bullish on the outsourcing industry for the Philippines as I am now.

Unfortunately, I was listening to too many “experts,” then saying things like “The economic benefits of outsourcing customer service are grossly overstated”. That was from a senior partner of an Australian consulting firm, Niels Kjellerup. I wonder what his job is now, since he certainly cannot be advising corporations on the benefits of outsourcing. Another, one Alexa Bona said then, “During the next three years, up to 60 percent of companies will encounter customer defections that will either cancel or outweigh any perceived savings”. Those two are probably now working together or are unemployed together.

And here we are three short years later with Oscar Sanez, chief executive officer of the Business Processing Association of the Philippines, saying that outsourcing will create 100,000 more new jobs this year in the Philippines. Revenues for this industry hit $6.5 billion in 2008, with a 2009 expected growth rate of 20 percent. That would put revenues to the Philippines to nearly $8 billion, about one-half of total overseas remittances.”


TMCnet Contact Center Week in Review

March 1, 2009 Leave a comment