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RP's top 25 contact centers report $1.67B in revenues

Posted December 02, 2008

THE 25 leading operators of contact centers in the Philippines reported P68.5 billion, or $1.67 billion, in aggregate revenues in 2007, Catanduanes Rep. Joseph Santiago, chairman of the House information and communications technology committee, disclosed Sunday.

"This is the first time that we've actually managed to put together the reported revenues generated by some of the largest players in the contact-center sector," said Santiago, a leading congressional supporter of the country's information technology-enabled service industries.

"By no means does the P68.5 billion cover the entire contact center sector," said Santiago, former chief of the National Telecommunications Commission.

Santiago said he could easily name at least 25 other contact center operators here whose 2007 revenues were not readily available, and were thus not included on the list.

He said the P68.5 billion in combined revenues reported by the 25 large contact-center operators translated to $1.67 billion at the end-2007 exchange rate of $1: P41.14.

"This gives us a better sense as to how large the contact-center sector, which is driving the broader business process-outsourcing industry, has become," Santiago said.

"To put the $1.67 billion in perspective, overseas Filipino workers sent home through the banking system an average of $1.37 billion monthly from January to September this year. So the $1.67 billion is easily more than one month's worth of remittances," he pointed out.

The top 25 contact-center operators and their corresponding 2007 revenues are eTelecare Global Solutions Inc. (P7.1 billion); Sykes Asia Inc. (P6.4 billion); PeopleSupport Philippines Inc. (P6.1 billion); Convergys Philippines Services Corp. (P6 billion); HSBC Electronic Data Processing Philippines Inc. (P3.6 billion);

ICT Marketing Services Inc. (P3.6 billion); Telus International Philippines Inc. (P3.3 billion); IBM Business Services Inc. (P2.7 billion); Advanced Contact Solutions Inc. (P2.6 billion); Telephilippines Inc. (P2.5 billion); ClientLogic Corp. (P2.5 billion);

Dell International Services Philippines Inc. (P2.4 billion); INFONXX Philippines Inc. (P2.3 billion); Deutsche Knowledge Services Pte. Ltd. (P2 billion); Cyber City Teleservices Philippines Inc. (P1.9 billion); Apac Customer Services Inc. (P1.8 billion);

Parlance Systems Inc. (P1.6 billion); JP Morgan Chase Bank N.A. Philippine Customer Care Center (P1.5 billion); ePerformax Contact Centers Corp. (P1.5 billion); Sitel Customer Care Philippines Inc. (P1.4 billion); West Contact Services Inc. (P1.3 billion);

Hinduja TMT Ltd. (P1.2 billion); Sutherland Global Services Philippines Inc. (P1.1 billion); Synnex-Concentrix Corp. (P1.1 billion); and Vocativ Systems Inc. (P1 billion).

The 2007 revenues of the Philippine contact-center units of the following firms were not readily available: Accenture Ltd., Acquire Asia Pacific Pty. Ltd., Affiliated Computer Services Inc., AIG Business Processing Services Inc., Alorica Inc., Ascend Asia Worldwide Marketing Solutions Inc., Citigroup Business Process Solutions Pte. Ltd., NCO Group Inc., Siemens Inc., Stellar Global Solutions Inc., TeleDevelopment Services Inc., TeleTech Holdings Inc., TRG Customer Solutions Inc. and VXI Global Solutions Inc.

Also not readily available were the contact-center revenues of AccessCall Solutions Inc., Ace in Touch Inc., Contact Center.com Inc., ePacific Global Contact Center Inc., Expercs International Inc., Havenlink Solutions Inc., Logicall Inc., Pacific Hub Corp., Qinteraction Philippines Inc., Sterling Global Contact Center Inc., Visaya Knowledge Process Outsourcing Corp. and WinSource Solutions Inc.

Source: businessmirror.com.ph, November 30, 2008

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