Call centre markets of India and the Philippines are set to see further boom through 2009, a study says.
The report, "The Future of Contact Center Outsourcing in India and the Philippines", published by Data monitor, an American analyst firm, predicts that over 2,50,000 new call center agent positions will be created in two countries by 2009.
And Philippines will be poaching the market increasingly, which India currently dominates.
USA and UK are the biggest clients in the call center industry. According to Data monitor, both India and the Philippines will see substantial growth in call centers.
With the US presidential elections are out of the way, US businesses will now be able to ramp up their offshore operations, via call centres, the report also said.
More firms are set to follow the likes of British Airways, Citibank, General Electric and HSBC, all of which have spun off a part or all of their operations to India. "Outsourcing providers are competing to run entire customer processes for their clients, rather than merely the voice-based call centre part," said Ryan Powell, call centre analyst at Datamonitor and author of the study.
"The fact that they are able to win this kind of work is testament to the efforts that have been placed on assuring quality control over the past year or so," Powell said.
Source : PTI Compiled by : Abijith I P
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