Economy


Outsourcing industry still largely voice-based




Posted on July 23, 2014


CONTACT centers providing voice-based services remained a mainstay of the business process outsourcing (BPO) industry in 2012, comprising bulk and posting the fastest growth in the sector, according to a recent report of the Philippine Statistics Authority (PSA)-National Statistics Office.

“Preliminary results” of the 2012 Census of Philippine Business and Industry for BPO uploaded on the PSA Web site last July 15 showed call centers totaling 404 in 2012, making up nearly half (49.8%) of 818 establishments in the sector that year.

This segment also had the biggest industry share in terms of workers (364,454 as of Nov. 15 last year, or 83.5% of a cumulative 436,500 in that period) and income (P249.873 billion, or 73.8% of a total of P338.179 billion).

In terms of number of establishments, call centers were followed by computer programming activities (243 establishments or 30%), data processing (51 or 6.3%), “other information technology (IT) and computer service activities” (31 or 3.8%) and medical transcription (26 or 3.2%).

The top five segments were followed by Web site and application hosting services as well as motion picture, video and television post-production activities (both with 11 establishments each); software publishing (10); motion picture, video and television program activities (eight); and “other publishing activities” (three).

Call centers also grew the fastest in terms of workers (68.86% to 364,454 as of Nov. 15 last year from 215,831 in the same period in 2010) and income (107.16% to P249.873 billion from P120.621 billion).

In terms of workforce growth, call centers were followed by motion picture, video and TV post-production (67.93% to 1,288 from 767), computer programming activities (60.20% to 33,084 from 20,652), software publishing (31.68% to 1,696 from 1,288), Web site and application hosting (23.48% to 936 from 758), data processing (12.73% to 25,693 from 22,791), and medical transcription services (6.58% to 2,639 from 2,476).

Workforce declines were recorded in motion picture, video and TV program activities (which fell 45.81% to 1,053 from 1,943); “other IT and computer service activities” (which dropped 14.81% to 3,198 from 3,754); and “other publishing activities” (which dipped 6.99% to 213 from 229).

In terms of income growth, placing second was computer programming (89.22% to P54.994 billion from P29.056 billion), followed by “other IT and computer service activities” as well as Web site and application hosting.