From a site selection perspective, it is an entirely different game in Latin America since there are roughly 33 countries spread through the region as compared to a single country like the U.S., India or the Philippines. companies began to see the unique benefits of the region as India and Philippines became more saturated and bilingual needs were in high demand. It has only been over the last 10 years or so that U.S. Latin America quietly emerges as a premium low-cost, nearshore solutionĮuropean companies were the first to tap into the nearshore Latin America markets as they entered into places like Brazil and Colombia. However, voice-related call center operations have an estimated employment of 1.1 to 1.3 million call center workers which puts India in second place behind the Philippines. The overall back office sector, inclusive of IT services, is now approximately 8% of India’s GDP and employs an estimated 3.1 million workers. As a result, the market shifted into many non-voice back office activities such as IT development, shared service and transaction processing activities. The market rapidly matured but ran into quality challenges for voice-related activities as consumer outcries demanded higher quality voice-related support. India is the 2 nd largest offshore market as growth shifts to IT servicesĪmerican Express and General Electric were the first companies to set up shop in India during the ’90s. Many companies are now expanding into tertiary markets like Cebu, Davao, Dumaguete, Clarke and Baguio as the labor market in Metro Manila becomes more saturated. With over 1,000 business process outsourcing (BPO) companies operating in the Philippines doing all types of call center and back office work, the call center industry has become approximately 10% of the country’s GDP.Īs the market rapidly matured, it attracted name brand companies like Amazon, Google, Wells Fargo and others who have set up captive, in-house operations. There is now an estimated 1.3 to 1.5 million call center workers in the Philippines, according to the Contact Center Association of the Philippines. Today, the Philippines has overtaken India as the largest offshore market for voice-related call center work based on generally reliable industry organizations. The growth of the Filipino call center market has been phenomenal ever since. Our team at Site Selection Group set up some of the first call centers in the Philippines back in 2000 for companies like RMH Teleservices (now Alorica) and Infonxx (now KGB). The Philippines emerges as largest offshore location for call centers Top 10 States Based on Call Center Employment Rank ![]() The following table provides a summary of the top 10 states: Arizona and Georgia are next, with roughly half as many employees. Texas and Florida are the clear market leaders. call center industry, we identified the states with the largest amount of call center workers employed in call center facilities with more than 50 employees. is approximately 3.3 to 3.4 million workers.Īs we analyzed the U.S. With these workers added to Site Selection Group’s calculations, the total estimated call center workforce in the U.S. Similar estimations would assume the work-at-home market is an additional 500,000 workers. ![]() However, this estimate does not include small call centers of less than 50 employees or work-at-home call center agents.Ī logical estimate for the smaller call centers that are often embedded within a company’s headquarter facilities would be to add another 500,000 workers. These call centers employ an estimated 2,343,990 workers. employ 50 or more workers, according to Site Selection Group’s proprietary data. industry continues to grow due to the strong economy and popularity of corporate reshoring and onshoring initiatives. ![]() call center market has the largest number of call center workers. This should help you develop a global site selection strategy on where to locate your next call center or back office location. call center operations to compare the number of call center jobs estimated to be in leading nearshore and offshore destinations of India, Latin America and the Philippines. To help evaluate the industry’s size by geography, Site Selection Group analyzed its proprietary database U.S. What is amazing is the fact minimal data exists on the actual size of the industry from a headcount perspective. The call center industry continues to geographically evolve as offshore, nearshore and onshore location strategies change and global labor markets mature.
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