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Friday, January 28, 2005
Call centers expand outside Cebu
CALL centers are expanding outside Cebu, but Cebu should not worry, as this does not mean that the industry will stop flourishing in the province.
Business Process Association of the Philippines (Bpap) president Bong Borja said there are many reasons why call center companies expand to places outside Cebu, such as Dumaguete.
These include the fast growth of the industry and the preference of some clients to have a single facility dedicated to serving their needs only.
“The growth of the industry is so fast that Cebu or Manila, or any place for that matter alone, can’t cope with it,” Borja said.
However, expansion continues in Cebu.
In fact, PeopleSupport, of which Borja is the president, is looking at expanding in Cebu by 500
seats this year.
Contact centers or call centers provide customer interaction services, such as customer care, technical support and advisory services, for other companies for a fee. They also extend outbound customer campaigns such as telemar-keting and sales.
Today, more than 10 contact centers from Manila, including PeopleSupport, Sykes Asia, Convergys, Western Wats and e-Telecare, have expanded their operations to Cebu.
Borja said the newly formed Bpap has been actively advocating a bill recently passed in Congress that gives incentives to companies doing business process outsourcing (BPO) activities that are located outside economic zones.
BPO refers to the out-sourcing of a company of its back-office operations, such as human resource recruitment, accounting and medical transcription. (JBN)
(January 28, 2005 issue)
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