ICT opportunities abound as call centers boom

The call center market dubbed as a "sunshine industry" in the Philippines is seen to continually bring bright opportunities for ICT vendors and service providers, according to the latest IDC study, "The Philippine Call Center Industry: What’s in it for ICT Suppliers."

As the call center industry continues to boom in the country, ICT spending will also reach new heights. Such upshot will provide a huge increase in business opportunities for ICT vendors and suppliers.

Based on the study, call centers generally spend on infrastructure resources as much as they earn because of the market pressure to deliver efficient services to emerging clients.

Data also pointed to communication services as the main priority when it comes to ICT budgets. Spending on hardware and networking products also take up a significant fraction, while software spending is the least priority as most of the call center market players opt to utilize homegrown solutions to strengthen business operations.

"The call center market in the country will further energize local ICT-related spending activities, especially as new market players are now making intense efforts to locate themselves in the local arena," Jubert Daniel Alberto, IDC market analyst, said.

"Likewise, recognized stalwarts are also deepening their foothold in the market through expansion projects that would translate into various ICT-related spending, particularly on communication services and hardware and networking products. Vendors and service providers need to strategize well through understanding the business operations of the call center market players," Alberto added.

With the unabated growth of the call center market, ICT-related spending activities are expected to grow particularly in PCs, servers, IP-based networking equipment and leased lines. In this scenario, vendors need to strategize to position themselves better and meet the demands of the call center market.

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For more information on the IDC study, contact Anna Vida Padua at (632) 889-7066 or e-mail at [email protected]. Or log on to www.idc.com.my/philippines.