Top 10 Call Centers in the Philippines

The Philippines, known around the world as the “call center capital,” continues to amaze entrepreneurs from all over the world. Despite the post-pandemic world, the country’s business process outsourcing industry is expanding. 

With a US$26.7 billion increase in 2020, BPOs, particularly call centers, quickly adapted to remote working to better serve their clients.

As the world gradually reopens, call centers are expected to significantly contribute to the Philippine and global economies. We have listed the top ten companies in the Philippines in this article to help you find the best one for your needs.

Accenture

Accenture is a global technology, consulting, and outsourcing firm. They employ 400,000 people worldwide, with 45,000 based in the Philippines. 

The company was founded in the Philippines in 1985 with 75 employees. They bring 30 years of technical and industry experience and disruptive technologies to help organizations outperform their competitors. 

Their advanced intelligent operation centers and technology centers offer a combination of business and technology industry knowledge, partnerships, and process expertise to assist their clients in resolving complex problems.

Accenture is a game-changer in the following business services:

• Talent and HR
• Marketing
• Digital inside sales
• Sales and customer operations
• Intelligent global business services
• Compliance as a service
• Supply chain management
• Sourcing and procurement
• Intelligent finance operations

This company creates tailored BPO for businesses with specific industry requirements. They have worked in different kinds of industries, including aerospace and defense, banking, and retail.

VXI Global Holdings

VXI Global Holdings is an award-winning company that is constantly developing new processes to assist brands in adapting to a changing market. This BPO company accomplishes this by employing over 30,000 people who practice a people-first culture. 

The company, founded in Los Angeles, California, now has 42 locations and revenue of $7.4 billion.

Employees speak languages from the United States, Guatemala, the Philippines, Jamaica, and China. The international reach of the BPO provides brands with advisors who best represent their brand. 

VXI Global Solutions provides services to a wide range of industries and specializes in the following:

• Customer experience and care 
• Customer retention
• Customer experience transformation 
• Cost management 
• Sales effectiveness 
• Technology 
• Regulatory compliance and fraud protection 

VXI serves more than just well-known brands; they also serve their communities. The BPO has a corporate responsibility to rebuild homes after disasters, maintain neighborhoods, assist at-risk students, practice environmental sustainability, and other activities.

Concentrix

Concentrix, headquartered in Fremont, California, is an IT company that provides technology solutions to clients worldwide. This BPO company also operates in Brazil, China, Japan, and South Korea. They are experts in design, marketing, business processes, and customer management.

Concentrix offers the following services and products to global clients:

• Marketing solutions
• Design and mobility services
• Digital self-service solutions
• Automation and optimization technologies
• Technology and systems integration services
• Analytics and consulting services
• Customer engagement services
• Gig services

This company is highly innovative. It strives to deliver products that exceed its customers’ expectations. Concentrix also aims to bring people and technology together for the greater good to provide a better customer experience. 

This firm serves clients from all over the United States and Canada. This international BPO provider also serves clients in dozens of Latin American, European, and Asian-Pacific countries.

Sutherland Global Services

Sutherland is a BPO, and digital transformation firm focused on creating exceptional human experiences for its clients. They have been assisting businesses for over three decades in implementing technology and business process strategies to develop a more efficient workplace. 

The company believes in implementing Six-Sigma methodologies in its processes. By simplifying complex processes, the company ensures its clients’ productivity, effectiveness, and efficiency improvements.

This company provides BPO services customized to each client’s industry, needs, and customer base. They provide:

• Customer interactions services
• Leveraging AI and analytics to create customer journey maps
• Front and back-office process integration
• Financial AI services for automated insights and reports
• Spending visibility and compliance
• Order management optimization
• Intelligent facilities management
• Mortgage processing services

With a team of 38,000 professionals spread across 144 countries and headquarters in New York, San Francisco, and London, the agency has a large, global footprint. They have a revenue of more than $500 million, supported by 43 million transactions per month.

SITEL Philippines

Sitel is a multi-award-winning firm that seeks to create “stronger brand engagement and drive long-term business growth by unlocking the power of customer experience [CX].” 

Since 1985, the company has been a problem-solving innovator, offering scalable digital solutions to its global market. SITEL provides a wide range of solutions to its clients. Each wing of the company is led by an industry veteran with the extensive market knowledge and supports upcoming trends in the ever-changing business landscape worldwide.

Sitel is a problem-solving pioneer who works in the following fields:

• Manufacturing
• Retail
• Banking & Financial Services
• Telecoms
• Travel & Hospitality
• Technology
• Government
• Utilities
• Healthcare
• Insurance and
• Media & Entertainment

SITEL has continued to expand its operations, most recently completing a $2.2 billion acquisition of Sykes Enterprises Inc, putting the company among the top three CX leaders in the world. 

The newly combined company employs 160,000 people in 40 countries and serves 700+ customers in more than 50 languages. SITEL expects to generate $4.3 billion in revenue in 2021.

Optum

Optum is a subsidiary of UnitedHealth Group, a Fortune 6 corporation with a presence in the Philippines since 2011. 

With a highly skilled team delivering excellent customer support, payment integrity, pharmaceutical benefit management, and revenue cycle management solutions to expedite revenue streams and give value to US clients, the company offers a wide array of enabling and technical services.

The following are Optum’s most popular services offered:

• Pharmacy Services
• Health Care Services
• Specialty Pharmacy Services
• Health Plan Management Services
• Business Operating Services
• Revenue Performance
• Analytics Performance
• Practice Performance
• Subscription Tracking
• Consulting

Optum has the expertise and resources to help a wide range of clients in the business. Thanks to their 10,000 employees across the country. Optum is expected to grow in the coming years, thanks to an increase in outsourcing, particularly in the medical industry.

Telus International Philippines, Inc.

TELUS is a well-known international firm that provides global clients with digital strategy and superior technological solutions. TELUS focuses on the entire transformation cycle, from developing a plan to integrate digital solutions to installing systems and supporting growth and success. 

The organization has a solid international reputation, with a global network of partners and brands that give significant assets to various industries, including media and communication, healthcare, games, technology, hospitality, and finance.

TELUS International offers a wide range of digital services, including:

• Digital transformation solutions that include consulting and design
• Remote customer service and IT support
• Intelligent automation and administration
• Fraud prevention systems
• Content moderation, chatbots, and other digital features
• Business services, BPO, ITO, and analytics
• Extensive outsourcing services for remote support

TELUS International began operations in 2005. It employs roughly 16,000 people and is a publicly-traded firm. The company’s primary offices are in Vancouver, British Columbia, Canada, and Las Vegas, Nevada, in the United States.

IBM Business Services

Over the last century, IBM has been one of the most recognizable names in technology. IBM was founded by Charles Ranlett in the United States and is currently operating in 171 countries. 

The organization takes innovation to the next level by streamlining the business process, expanding its network, lowering overhead expenses, and allowing its clients to flourish simultaneously. 

Recognizing that the age of technological disruption will continue, IBM is committed to researching and developing services that give the best customer experience to its clients and end-users.

IBM outperforms the competition by providing the following services:

• Global network
• Patent development
• Legacy systems
• Forward-thinking enterprise solutions

Over 300,000 people work for IBM throughout the world. The corporation also generates over ten billion dollars in sales each year. It has completed 199 acquisitions, invested in 38 others, and exited 10 of them during its existence.

Genpact Services LLC

Genpact was created in 1997 as a business process outsourcing (BPO) and information technology services firm. The firm’s operations are spread over the globe, despite its New York headquarters. 

The company coined the term “Lean Digital,” which combines lean principles, design conceptualization, analytics, and digital technology with its domain and industry expertise. Their time at GE aided in developing a culture that prioritizes customer needs and expectations, teamwork, and the pursuit of continuous improvement. 

It is why they have a contract renewal rate of 90% or higher.

Genpact, as a significant player in the field of information technology, provides the following services:

• Commercial lending and leasing
• Cora Collections
• Cora customer support
• Mortgage and loan origination services
• Onboarding and activation
• Property and casualty claims management
• Property and casualty underwriting
• Sales and commercial
• Trade promotions management
• Wealth management

Genpact Cora, a BPO business with more than 10,000 people and its own breakthrough artificial intelligence-based platform, may “connect every dot, reimagine every process, and reinvent companies’ way of working.” In the fourth quarter of 2020, Genpact reported $3.7 billion in total revenue as a solution provider for Fortune 500 enterprises worldwide.

Alorica Philippines Incorporated

Alorica is an Irvine, California-based customer experience management and business process outsourcing (BPO) services provider. Since 1999, they’ve offered a variety of customer service tools and services to businesses of all sizes and industries. This award-winning CX and BPO firm is dedicated to assisting businesses in managing their customers at all stages of their development, from acquisition through retention.

Alorica is an excellent outsourcing and offshoring company that provides the following services:

• Customer Care
• BPO
• Contact Center Services
• Reverse Logistics
• Multi-Channel Customer Support
• Back-Office Support
• Social Media Solutions
• Net Promoter Score Improvement
• Credit Reporting
• Outbound and Inbound Sales
• Lead Generation
• Customer Analytics
• Intelligent Automation
• AI Chatbots

Alorica has grown to over 100 offices worldwide and has conducted over two billion client interactions every year since its beginnings. The company currently employs more than 10,000 people and generates $2.2 billion in revenue.

Takeaway

Call centers have helped shape the Philippines’ outsourcing industry into what it is today. They laid the groundwork for the industry to be able to provide more services to global clients. So whether you are a hopeful job seeker or an enthusiastic entrepreneur, this article should serve as your guide to finding the best call center company for your needs.