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.

The outsourcing industry is ever volatile and can be subject to the political and economic whims that threaten a country. While sometimes unrest in a country may have little effect on a call center services outsourcing hub, as when unrest in the Philippines made headlines last year and its current state now, it can also still have a negative effect on outsourcing; with Egypt’s unrest and uncertainties, its plans to emerge as a sought after call center hub may have now been threatened.

It was English historian Edward Gibbon who said that that, “all that is human must retrograde if it does not advance”, and in outsourcing, this is likewise the case. As the end of the first quarter draws near, it is noticeable that business expansion among outsourcing companies have become more marked, and is in various different parts of the world. Companies are expanding their global presence in anticipation of more business in different fields such as legal process outsourcing (LPO), business process outsourcing (BPO) and information technology (IT) outsourcing. It is encouraging that the anticipation of the influx of business for the outsourcing industry has been steadily rising since the start of 2010. It would seem that despite the effects of the recession having barely begun to wane, outsourcing companies are still expecting a better outlook.