According to the Contact Center Association of the Philippines (CCAP), this year, call centers post growth again in spite of slower pace in the industry. An estimate of 15-20% next year will increase domestic demand versus the 23% expected expansion happened last year. CCAP Director Rainerio M. Borja stated that the growth is on a much bigger base now, the industry ended 2010 with $6.15 billion in revenues and 350,000 workers. The forecast will bring $7.38 billion this year and will add 70,000 employees.

CCAP President Benedict C. Hernandez stated that the growth will be driven by continued recovery of the global economy and increased willingness of firms abroad to outsource operations. Growth is coming back on track abroad. If clients grow, our markets grow. Companies are also more open now to outsource, Mr. Hernandez said.

To utilize empty seats in daytime, economies of scale have allowed call centers to offer their services to local clients at more affordable rates. To mitigate foreign exchange risks, citing contracts dealt in pesos and arrangements with banks assure exchange levels in time. [via abs-cbnnews.com]