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For the Philippines' outsourcing industry, the coronavirus pandemic poses as many challenges as it does opportunities. (Source photos by AP and Getty Images) 
Business Spotlight

How Philippine call centers are capitalizing on COVID crisis

Country's vital outsourcing industry sees windfall from turmoil in India

CLIFF VENZON, Nikkei staff writer | Philippines

MANILA -- As Zoom rose to become the pandemic era's top videoconferencing platform, the U.S. company turned to the Philippines, the world's call center capital, for customer and operations support.

The company was "seeking a cost-effective solution in the middle of a pandemic" when it launched in Manila late last year, and it has since tripled its head count, said Gian Reyes, vice president at KMC Solutions, Zoom's contractor.

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