Philippine Call Center Boom Spreads Beyond Capital

By Stuart Grudgings, Reuters

In Baguio, 120 miles north of Manila, more than a third of the 300,000 population are students. So far there is only one call center, run by ClientLogic Corp., a unit of Canadian firm Onex Corp.

“It’s a gold mine,” said Ramon Dimacali, head of industry group Outsource Philippines, who sees benefits beyond pay rates that are a third lower than Manila’s for the same caliber of graduate.

“There’s definitely higher loyalty, less attrition, less churn,” he said.


Philippine call centers have higher average staff tenure and better customer satisfaction ratings than India, industry studies have shown.

But there are signs the boom, a rare bright spot for the indebted economy in recent years, could soon start to run up against the shortcomings of an underfunded education system, poor infrastructure and a limited labor supply.

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