Dell Opens Second Call Center In Philippines

By Leo Blanco

TMCnet Contributing Editor

 

Dell (News - Alert), Inc., an American computer maker ranked twenty-five among Fortune 500 companies, has opened its second customer call center in the Philippines and plans to increase its total employees to 2,600.

 

In a news conference, Dell vice president for customer experience Dick Hunter said they intend to recruit about 100 people monthly to reach their target of 2,600 employees. Moreover, he also said this rapid growth highlights the good quality and talent of Filipino professionals.

 

Currently, Dell has more than 25 locations for its customer contact network.

 

Although Dell is mum on details of investments, Philippine Trade Secretary Peter Favila was candid and disclosed that the American computer maker invested $9.7 million to establish the second call center.

 

In the previous year, Dell poured in $7.6 million to set up its first customer call center in Manila with 100 employees. To date, Dell employs 1,400 workers.

 

The call center industry in the Philippines is one of the fastest growing industries and a recognized leader in the field of business process outsourcing (BPO). As early as 2004, Philippines had seized 20 percent market share of the total world market of call center services.

 

Investors favor Philippines among other countries considering its large pool of college-educated workers who are fluent or easily trained for English-language customer assistance.

 

The Contact Center Association of the Philippines forecasts that call center business will reach $7.3 billion by 2010.

 

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