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iQor Expands Contact Center Outsourcing in the Philippines

By Rajani Baburajan, TMCnet Contributor

Despite the outsourcing regulations being implemented by the Obama administration, the contact center outsourcing industry is booming across the world, especially in countries like the Philippines and India.

The Philippines has now become the hub of contact center outsourcing thanks to the cheap labor and the availability of large pool of talent. The country overtook India last year as the world's call center outsourcing capital. About 600,000 call center workers report to call centers each day, many of them on night shifts.

According to a recent article, the reason why the Philippines has rapidly overtaken India as North America and the UK's favorite call center outsourcing destination is that customers find Filipino accents more comprehensible than Indian accents, Spanish is widely spoken for the benefit of Hispanic Americans and the government in the Philippines has built an attractive package of perks to draw call center business.

iQor (News - Alert), a global provider of intelligent customer interaction and outsourcing solutions, announced it is expanding operations in the Clark Special Economic Zone in the Philippines.

The Clark facility was opened in 2006 with just 50 employees and has created more than 2,500 jobs since then. The new state-of-the-art contact center will help create up to 1,000 new jobs. The company will immediately hire 500 new employees.

The contact center outsourcing provider is investing in growth around the world, including expanding or opening Centers of Excellence in Columbus, Ohio; Tucson, Arizona; and Dallas, Texas in 2013.

 Norm Merritt, iQor’s president and CEO, said, “The quality of the workforce and the superior support and service iQor employees provide to our clients and their customers continues to be the main driver of our expansion efforts in the Philippines.”

“We’ve received a tremendous amount of support from local officials and the Clark Development Corporation,” Merritt added. “I want to thank all those who’ve worked so hard to create a business-friendly environment. Your efforts are paying off for Clark.”

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