I’m seeing a lot of reports, news and all raves about the Philippines being the center of attention for the call center industry (or is that contact center?). But, is the Philippines the primary destination? Statistics would show we’re not.
Last week, reports came out that Apple will be opening up a tech support facility in Bangalore, India with an initial manpower of 1,500 and to double by the end of the year. Why didn’t Apple went to the Philippines, I can only speculate.
The early this week, Dell formally launched its office at the SM Mall of Asia in Pasay City with an initial workforce of 700 to be doubled by end of the year. I saw in TV that GMA was also there to thank Michael Dell for choosing the Philippines as its location for the call center facility. She was all praises actually. Didn’t she know that Dell has an existing support center in India? With an existing 1,000 10,000 call center reps in Bangalore, Dell is also planning to add 50% more within the year as well.
So, by the end of the year, Dell will have 1,000% times more hired agents in India than the Philippines.
Basically, I think we’re just a backup plan and not really the prime destination. At the end of the day, it will still be about the economics of the industry and Indians are still way cheaper than Filipinos.
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