The Philippines has been declared as the top destination for the call center outsourcing industry after having surpassed its Indian competitors. There have been a couple of reasons provided as to why the Philippines is regarded as such. In an article published in Outsourcing Insider entitled “Philippine Contact Centers Surpass Indian Competitors”, we have discussed that what makes the Philippines a higher bargaining power is its manpower’s ability to speak and understand the English language very well. However, its Indian competitors have not been entirely neglected by business owners who are looking to delegate their customer service or voice support to a process outsourcing service provider as the Philippines’ main competitor is still approached for such type of services.

Over the past years, healthcare outsourcing has been discussed by different groups of people mainly because of the changes in the healthcare policies in the United States. The healthcare outsourcing industry may seem small as compared to the other branches of outsourcing, such as the call center outsourcing industry. The market for healthcare outsourcing is quite small and restricted to a particular type of companies and organizations, which is why it is advisable for healthcare outsourcing providers to offer a different set of services to offer the market, while maintaining their expertise in the healthcare field. But despite it being at the smaller end of the spectrum, the industry focused on providing solutions such as medical billing outsourcing and medical coding is actually having its own share of growth also.

The contact center industry continues to work its way towards the core of other industries, making it now an essential part of a company’s processes. As the contact centers today seem like an essential part of a company, especially for those in the retail industry, outsourcing companies that provide call center services now look at ways how to capture the growing demand for contact centers.

As reported in December 2010, just before the year of 2010 comes to an end, the Asian-country Philippines has already exceeded its Indian competitors when it comes to the area of contact center outsourcing. India usually comes to mind when outsourcing is being discussed, especially because of the cheap costs the Indian outsourcing firms offer their clients. However, this is no longer the case as the Philippines is now regarded as the top destination for call center outsourcing.

A contact center may sound easy to run: you set up a center, you hire the best people available in the market to conduct customer support, and you give them the best equipment available to you.  Sounds simple, right? Well, it’s not really. There are companies that concentrate solely on the call center business for a reason. Running a contact center requires constant attention including managing employees.  Case in point, attrition rates are a major concern for many companies with contact centers.  And that is just one area of the business.

When companies found that they could successfully shift operations of call center services to call center outsourcing provider’s years ago, many jumped at the chance, fueling an outsourcing boom to places such as the Philippines and India.  Now however, some companies are choosing to go with an in-house model for call center operations, moving away from the outsourcing trend.

Contact center outsourcing continues on its path of growth with the entry of 2011.  Considering that the Philippines currently ranks first in terms of revenues in the call center outsourcing space according to forecasts by the Everest Group, the country has proven that it is well on its way in further improving its lot in the industry with numerous companies betting on the country for expansion opportunities this 2011.