Call Center Company Expanding In The Philippines, To Hire 6,000 More Employees

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Call center company Tata Consultancy Services (TCS) is looking at increasing its headcount in the Philippines to 10,000 from about 4,000 currently, as it looks to grow in new geographies to service clients. The Philippines unit is the company’s fastest growing unit outside India and has grown at over 40% annually over the past three years, the Tata group’s internal magazine said.

From a 400-member team in December 2012, TCS Philippines now employs 4,000 people and has set itself an ambitious target of scaling it up to 10,000 people in the not-so-distant future,” the article in Tata Review said. TCS declined to comment for the story. The company has six global delivery centers in the Philippines and plans to add a seventh one. The unit services 30 local and global clients.

The Philippines has been a preferred destination for companies looking to set up voice-based customer service, but TCS has been trying to diversify. Though about 70% of the revenue from the Philippines comes from business process outsourcing services, the rest comes from IT and IT infrastructure management services.

“Sometime towards the end of 2012, we made a conscious decision to diversify our portfolio of services in the Philippines to create a more varied offering for customers. So we decided to add a very important capability called IT Infrastructure Services as a separate horizontal in 2013,” Vikram Singh, country manager for TCS Philippines, said in theTata Review.

TCS’ expansion in the Philippines comes amidst tough times for the country. It’s increasingly combative President Rodrigo Duterte has lashed out at critics of his harsh crackdown against the drug problem in his country and has directed obscenity-filled rants at US President Barack Obama. Fraying ties with the US, whose companies make a large part of the clients for service providers based in the Philippines, has provided an opening for Indian companies to lure jobs back to India, ET had reported.

“We have seen some American companies become more hesitant about the Philippines. They have centres there and in other geographies but now they are coming back and looking at India for their investments. That would not have been on the table before,” Christopher Caldwell, CEO of USheadquartered BPO company Concentrix, told ETlast month.


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