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Business trends

Philippine outsourcing revenue hits record amid work-from-home push

Call center-led industry logs $29.5bn revenue as it makes 120,000 hires

A call center in the Philippines before the pandemic. The industry has feared an exodus if workers who have grown accustomed to working from home are forced back into the office too quickly. (File photo by Yumi Kotani)

MANILA -- The Philippines' economically crucial business process outsourcing industry beat revenue and hiring targets last year as tech-enabled businesses expanded and companies cut costs during the COVID-19 pandemic.

Revenue by the call center-dominated sector rose 10.6%, to $29.5 billion in 2021, the IT and Business Process Association of the Philippines said on Wednesday. The industry ended the year with 1.44 million workers, up by 9.1%, or 120,000 new jobs, the IBPAP said. The revenue jump surpassed a 5.5% growth target, and the increase in new hires was nearly double its target of 5%.

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