SME-based contact center owners, led by Magellan Solutions CEO Fred Chua, united to represent and articulate the interest of small and medium-sized call centers in the Philippines.
Top call center executives in the Philippines joined forces to strengthen the position of SME-based, Filipino-owned contact centers locally and internationally through The Philippine Call Center Alliance, Inc., or PhilCall. Magellan Solutions Outsourcing Inc.'s CEO Fred Chua is currently the president of the Association.
Chua said that PhilCall is once again aggressively taking strides in defining the Association's role in the rapidly growing call center market. He said that one of its value propositions is to be the certifying body for adding legitimacy of the SME-based call center organization, which is critical especially in attracting business customers, particularly the emerging Small and Medium Businesses (SMBs) in the US, UK, Australia, New Zealand, and the EU. Other propositions of the Association include benchmarking and sharing of industry best practices among members; personnel development and career development planning; investor's networking events; linkages with government agencies and private associations; access to financing and funding support; and system sourcing, among others.
According to Chua, there are about 800 contact centers in the Philippines today. Ten percent of these providers are large multinational corporations that outsource front and back-office support from Fortune 500 companies abroad to the Philippines, now considered one of the top offshoring destinations for voice-enabled services. These contact centers, Chua said, can generate the most jobs in customer service, telemarketing, e-mail, live chat, social media, and help desk service or technical support since these operational processes are big. "PhilCall aims to build national and international awareness, and establish the value of working with SME-based call centers," Chua said. Magellan Solutions Outsourcing Inc., for example, offers services that are geared towards serving the back-office needs of SMBs across different industries. These services can be a simple order taking system, 24/7 reservations and bookings hotline, and after-office technical support, all requiring a few seats.
PhilCall was established in 2007 to give small and midsize call centers a "voice" in the growing contact center industry, one of the country's economic bright spots. On the whole, PhilCall is an advocacy aimed at helping businesses grow in the environment and protect the country's reputation. The Philippines today is renowned in the international circles as the "World's Call Center Capital."
With Chua at the helm, PhilCall hopes to unite all SME-based Filipino-owned call centers to seize a bigger share in the global outsourced service business through its pool of highly trained, English-speaking workforce. Chua said that PhilCall is open to Filipino-owned call centers that run an operating seat capacity of 10-1,500 seats, as well as for support groups that provide services in VoIP, IP-PBX, telecommunications, human resource training and recruitment, and more. Magellan Solutions Outsourcing Inc. is one of its active members.