Call Center Outsourcing: What are the Top 10 Call Centers in the Philippines?
Call Centers are the first point of contact of customers. Through call centers, companies can provide 24/7 customer service support.
According to the Technavio 2020-2024 report, the global call center outsourcing market is poised to grow by USD 14.05 billion during 2021-2025, progressing at a CAGR of over 3% during the forecast period.
Typically, Offshore Call Centers provide services such as Appointment Setting, Lead Generation, Telemarketing, Telesales, and Market Research. Offshore Call Centers also provide Technical and Service Support, and Order Payment and Processing.
Businesses can outsource call center operations overseas to locations such as the Philippines to take advantage of lower costs associated with call center operations. Offshoring to the Philippines can lead to 60% lower overhead as well as decreased costs.
Here are top Philippine Call Center Outsourcing companies that contribute to the overall growth of the global Business Process Outsourcing Industry.
Alorica is a leading customer experience (CX) provider that serves 250+ clients in industries such as Community, FinTech, Gaming, Health & Lifestyle, Subscription, and Tech and manages 2 billion customer interactions annually, including 22M Robotic Automation Transactions and 55M Back Office Interactions. The company has 100K+ employees in 16 countries.
Alorica Philippines has service centers in Makati, Quezon City, Taguig, Mandaluyong, Marikina, Alabang, Muntinlupa, Clark Pampanga, Lipa Batangas, Cebu, and Davao.
Genpact is a global professional services company headquartered at New York, New York, United States and founded in 1997. The company has expertise in end-to-end operations and innovative solutions through artificial intelligence (AI). Genpact has over 100k employees, serves 800 clients around the world (21 delivery countries, and 90+ delivery centers), with $40 billion worth of impact created for clients. The company has an annual revenue of $4.0 billion as of December 31, 2021. Its offerings include business services such as Core Business Services (Customer Service Support), Procurement and Supply Chain (Supply Chain Management), Sales and Commercial, Risk and Compliance (Credit Risk Management), and Finance and Accounting (Enterprise Performance Management). Its notable clients include Bayer, General Electric Power, Mondelez International. Genpact has delivery centers in Africa, North American, Latin America, Middle East and Asia with three offices in the Philippines located in Balanga City, Bataan, Alabang, Muntinlupa City, and Quezon City. Genpact Services LLC Philippines was established in 2006 in Manila.
Connext Global Solutions (Connext)
Connext Global Solutions provides custom outsourced services thus enabling client growth.
Connext builds, trains, and manages highly functioning custom outsourced customer service teams.
Businesses can delegate the first point of contact of customers to customer service outsourcing specialists to manage both outbound and inbound phone calls, and other functions such as lead generation, reports generation, calls management, issue resolution, customer interaction, records database management and other assigned roles.
Since 2014, Connext has provided remote staffing and outsourcing services and enabled the growth to over 50 clients through highly talented remote staff, white-glove account management, work tools, operating facilities, systems, automation and targeted process improvement. Connext is helping mid-sized businesses tackle the workplace shortage head-on with innovative remote staffing solutions.
The company experienced 71% growth in 2021, positioning itself as Leader in Customer Experience Co-Sourcing.
Sutherland Global Services
Established in 1986, Sutherland Global Services provides business process solutions in industries like Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics. The company has over 38,000 global professionals across North America, APAC, Europe, Latin America, Middle East and Northern Africa in 61 delivery centers handling over 43 million transactions per month. In the Philippines, Sutherland has centers in NCR and Pampanga.
Magellan Solutions Outsourcing Inc.
Incorporated in 2005, Magellan Solutions Outsourcing Inc. is a Philippine call center and business processing outsourcing provider. The company provides inbound and outbound customer care call center services, outbound and lead generation, back-office and data processing for the following industries: Healthcare, Legal, Real Estate , Insurance, Retail, Ecommerce, Customer Support, and Human Resources. The Magellan Solutions Outsourcing office is located in Mandaluyong City, Manila.
Open Access BPO
Open Access BPO was founded in 2006. The company provides scalable business process outsourcing, and knowledge process outsourcing and multichannel customer support services (available in 30+ languages) focused in Customer Experience and Content.
The company has sites in The Philippines (Makati and Davao), USA (Las Vegas), Taiwan (Taipei), China (Xiamen).
Optum is part of the UnitedHealth Group family of businesses. Optum serves clients across 150 countries –and operates in North America, South America, Europe, Asia Pacific and the Middle East. In the Philippines, its global solutions team provides consulting, technology and process solutions for health care. Optum has offices in Alabang, Taguig, Quezon City, and Cebu.
TELUS International is a global customer experience (CX) and next-gen digital IT solutions provider with over 68,000 team members in 28 countries. In the Philippines, TELUS International has 26k+ Team members and 8 CX and IT delivery centers throughout Manila.
TaskUs offers Digital Customer Experience, Learning Experience, Platform Integrity, AI Services, Consulting and Compliance solutions. TaskUs has 90+ Technology Partners, 100% cloud-based Systems, 23 sites in 12 countries including the Philippines, Taiwan, India, Europe, Colombia, United States, and Mexico.
Its offices in the Philippines are located in Taguig, Manila (450 seats), Anonas, Quezon City (1,500 seats), San Fernando, La Union (1,100 seats), Clark, Pampanga (1,500 seats), Meycauayan, Bulacan (1,300 seats), Imus, Cavite (1,400 seats), Batangas City, Batangas (1,000 seats), Bacoor, Cavite (900 seats), Antipolo, Rizal (1,100 seats), and Tagbilaran, Bohol (1,000 seats).
Sitel Group is a customer experience (CX) solutions provider with 90,000 employees across locations in 40 countries, serving 27 countries in 48 languages.
Sitel Philippines was established in 2000. The company operates in 20+ sites with 37,000+ associates. Sitel Group in the Philippines has 15+ hubs and 40,000+ associates. Among Sitel’s CX solutions are Learning as a Service, Team Collaboration Tools, Omnichannel Hub, Intelligent Automations, Customer Care, Multilingual Customer Support, Chat & Messaging Services, Security & Fraud Detection, Customer Insights, Predictive Analytics, Conversational AI and Digital Agents.