The Perfect Guide For Contact/Call Center Businesses

  The Call Center Capital of the World: A Look at the Progress of the Call Center Industry in the Philippines     The Philippines has been globally recognized as the “Call Center Capital of the World” since 1992, when the first contact center was established in the country.  The country has consistently provided high-quality services at cost-effective rates, making it a top outsourcing destination for customer service .  According to a 2022 Outsource Accelerator report, the Philippines received the 5th highest number of outsourcing inquiries, receiving 3.81% of total queries in the past year . One of the main reasons why foreign investors see call center outsourcing in the Philippines as a key destination is because of the country’s massive workforce.  In 2019, over 1.3 million Filipinos were employed full-time in BPO companies, and that number was projected to grow by 8% to 10% every year .   The Philippines is estimated to hold about 10% to 15% of th...

  Challenges and Opportunities in the Call Center Industry in Bangladesh     The call center industry in Bangladesh has been growing at a steady pace over the years. According to a report by the Contact Centre Association of Bangladesh (CCAB), the industry was worth around $12 million in 2013, of which 50% was accounted for by the country’s domestic market. In 2013, national mobile operators Airtel and Citycell outsourced their call centers to local companies.  As of 2013, around 70 call centers were in operation in Bangladesh, and the Bangladesh Association of Call Center & Outsourcing (BACCO) was formed in connection with the industry . While there is no recent data available on the growth rate of the call center industry in Bangladesh, it is expected that the industry has continued to grow over the years.  The country’s large population and low labor costs make it an attractive destination for foreign investors looking to invest in the call center industr...

  Malaysia’s Call Center Industry: A Steady Growth Rate of 17% and Counting   The call center industry in Malaysia has been growing at a steady pace over the years. According to a report by the Contact Centre Association of Malaysia (CCAM), the industry growth rate in Malaysia is 17% compared to only 15% for the ASEAN region. The growth rate in Singapore is 8%; India is 10% while Thailand is 15%.  The report also estimates that there are over 600 call centers in Malaysia employing over 25,000 people . The Malaysian government has been supportive of the industry’s growth and has implemented various initiatives to attract foreign investment.  For instance, the government has established the Multimedia Super Corridor (MSC) which provides tax incentives and other benefits to companies that invest in the country’s ICT sector . The Malaysian call center industry has also been focusing on improving customer experience by adopting new technologies such as artificial intellig...

  Why Call Centers Need to Buy Calling Lists for Lead Generation   Lead generation is the process of reaching out to, identifying, and qualifying leads who may be interested in a company’s products or services. Lead generation is one of the most important and challenging tasks for any business, especially for those that rely on outbound sales calls. One of the key factors that determines the success of lead generation is the quality and quantity of the calling lists. A calling list is a database of potential customers’ contact information, such as phone numbers, names, addresses, and other relevant details. A good calling list can help you reach more prospects, increase your conversion rates, and reduce your costs. However, finding a good calling list is not easy. You can’t just rely on your own customer database or referrals, as they may not be enough to sustain your lead generation goals. You also can’t just randomly call people from the phone book or online directories, as ...