A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
The economy of the Philippines is an emerging market, and considered as a newly industrialized country in the Asia-Pacific region. In 2024, the Philippine economy is estimated to be at ₱26.55 trillion, making it the world's 32nd largest by nominal GDP and 13th largest in Asia according to the International Monetary Fund.
Telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products, subscriptions or services, either over the phone or through a subsequent face to face or web conferencing appointment scheduled during the call. Telemarketing can also include recorded sales pitches programmed to be played over the phone via automatic dialing.
Outsourcing is a business practice in which companies use external providers to carry out business processes, that would otherwise be handled internally. Outsourcing sometimes involves transferring employees and assets from one firm to another.
Convergys Corporation was a corporation based in Cincinnati, Ohio, that sold customer management and information management products, primarily to large corporations. Customer management products included agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provided convergent billing and business support system (BSS) products and services including revenue management, product and order management, and customer care management to telecom, utilities, and cable/satellite/broadband service providers. They had approximately 130,000 employees across 33 countries.
Business Process Outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a second-party service provider. Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain.
Knowledge process outsourcing (KPO) describes the outsourcing of core information-related business activities which are competitively important or form an integral part of a company's value chain. KPO requires advanced analytical and technical skills as well as a high degree of specialist expertise.
One of the most dynamic and fastest growing sectors in the Philippines is the information technology–business process outsourcing (IT-BPO) industry. The industry is composed of eight sub-sectors, namely, knowledge process outsourcing and back offices, animation, call centers, software development, game development, engineering design, and medical transcription. The IT-BPO industry plays a major role in the country's growth and development.
Overseas Filipino Worker (OFW) is a term often used to refer to Filipino migrant workers, people with Filipino citizenship who reside in another country for a limited period of employment. The number of these workers was roughly 1.77 million between April and September 2020. Of these, female workers comprised a larger portion, making up 59.6 percent, or 1.06 million. However, this number declined to 405.62 thousand between 2019 and 2020.
Advanced Contact Solutions, Inc. (ACS) is a business process outsourcing (BPO) company based in the Philippines.
The Philippine Cyberservices Corridor is a plan that is being pursued by the government of the Philippines to create interconnected centers of technology-related services, that are spread out all over the country. Services include business process outsourcing, medical transcription, outsourcing of animation, and the like. It is part of the ten-point agenda of President Gloria Macapagal Arroyo and is one of the five "super-regions" outlined in her 2006 State of the Nation Address.
eTelecare Global Solutions, Inc (PSE:ETEL), was a provider of complex business process outsourcing (BPO).
The labor migration policy of the Philippine government allows and encourages emigration. The Department of Foreign Affairs, which is one of the government's arms of emigration, grants Filipinos passports that allow entry to foreign countries. In 1952, the Philippine government formed the Philippine Overseas Employment Administration (POEA) as the agency responsible for opening the benefits of the overseas employment program. In 1995, it enacted the Migrant Workers and Overseas Filipino Act in order to "institute the policies of overseas employment and establish a higher standard of protection and promotion of the welfare of migrant workers and their families and overseas Filipinos in distress." In 2022, the Department of Migrant Workers was formed, incorporating the POEA with its functions and mandate becoming the backbone of the new executive department.
The Philippine Overseas Employment Administration was an agency of the government of the Philippines responsible for opening the benefits of the overseas employment program of the Philippines. It is the main government agency assigned to monitor and supervise overseas recruitment and manning agencies in the Philippines. The POEA's office is located at EDSA corner Ortigas Avenue, Mandaluyong, Philippines.
Formal diplomatic relations between the Philippines and Saudi Arabia were established on October 24, 1969.
Focus Services LLC is a privately owned call center service provider, specializing in multi-product telesales and customer relationship management founded in 1995. It has locations in the United States, El Salvador, Nicaragua, and the Philippines.
Acquire Business Process Outsourcing is an Australian based global business process outsourcing firm that specializes in back office support, customer acquisition, customer service, technical support, lead generation and software development.
Enshored is an outsourcing company founded in 2014 which provides outsourcing services such as customer service, sales support, back office, and content moderation. Its headquarters are located in Long Beach, California and it operates from three locations in the Philippines as well as from Lisbon, Portugal. Enshored works with start-ups and scale-ups in disruptive industries.
Throughout the COVID-19 pandemic, the national and local governments of the Philippines have coordinated numerous international and domestic evacuations.
Unity Communications is a business process outsourcing (BPO) company headquartered in Gilbert, Arizona, with a significant presence in the United States, Philippines, and Mexico. Founded in 2009, the company specializes in various outsourcing solutions, such as contact center as a service (CCaaS), customer service, technical support, healthcare BPO, and employer of record (EOR).
