The Role of Telecom Infrastructure in the Philippine Call Center Industry
The Philippine BPO and call center industry remains one of the most vital pillars of the country’s economy. Valued at nearly $30 billion annually, the sector employed approximately 1.3 million Filipinos across 1,000+ companies in 2019, with an annual growth rate of 8–10%. The Philippines currently holds around 10–15% of the global BPO market, cementing its status as a world leader in customer support and back-office services.(Source: Nexford Insights)
Understanding Call Center Types
Call centers are generally classified into three categories:
- Inbound: Handling incoming calls, such as customer inquiries, support, and order processing.
- Outbound: Conducting telemarketing, lead generation, appointment setting, and customer surveys.
- Blended: Combining inbound and outbound services to deliver flexible support.
Whether a company operates an inbound, outbound, or blended call center, success hinges on one critical component: a robust telecom infrastructure and an efficient phone system.
In a call center, businesses may encounter operational limitations. Determine the type of phone system for your call center. Discuss with your service providers the needs so they can properly address them.
Historically, there are two types of phone systems: the telephony system and the cloud phone system.
The main difference of these phone systems is the place of installation. A telephony system is installed onsite. On the other hand, the cloud-based phone system also called cloud PBX, hosted PBX, and hosted phone system is a Voice over Internet Protocol (VoIP) installed and managed remotely, or off-site.
The cloud-based phone system removes overhead costs in equipment and infrastructure. Cloud or IP telephony works for remote communications such as businesses in the Philippines providing offshore call center service. It is also advantageous for startups or small-scale businesses that want to start small.
The use of VoIP is essential in improving operations in a customer service outsourcing and business setting.
With the growing number of 5G mobile subscriptions worldwide, a corresponding growth in the VoIP Industry is forecasted the next few years. The expected size of mobile VoIP Market by 2027 is $183.7 billion.
The corresponding projected global VOIP market share by 2024 is $93.2 billion.
Typically, VoIP software provides support in contact center service delivery, inbound and outbound calls, company-wide communications, transaction logs, real-time monitoring and productivity.
Determine the quantity of phone lines needed for your phone system. Your provider must be capable of scaling the phone system up or down depending on your need, and budget for installation, operations, and maintenance costs. Most VoIP Providers based in the Philippines have the capability to scale and customize telephony solutions.
The ideal VoIP software is rich in features such as Call Analytics, Call Recording, Intelligent Call Routing, Auto-attendant, Ticketing System, Email/Help Desk, FAQs/Forum, Appointment Management, Knowledge Base, and even Interactive Voice Response (IVR), an innovative automated phone system technology that provides customer service to aid them in providing solutions to basic concerns via selected preprogrammed voice responses.
If you already have existing telecom infrastructure, application integration is especially important when integrating VoIP into existing systems. Your providers must be able to integrate new systems into legacy systems and other call center equipment you want to upgrade.
VoIP is cloud-based and operates via the internet. Always check the stability of your connection. Apply best practices such as structured cabling for improved bandwidth and 100% uptime.
Lastly, 24/7 Technical Support (via phone, chat, or email) is required for a quicker turnaround time and more efficient customer service. Technical experts should be reachable and responsive in providing assistance on efficient handling in configuration support or issue resolution on software concerns.
Connext Global Solutions works with whatever systems clients currently use. In fact, a number of active Connext clients use contact center software in their operations. To enable a smooth transition, Connext has successfully integrated these systems for the delegated offshore Connext teams.
If you are thinking of partnering with an offshore service provider like Connext, here are some popular call center service software companies and their respective software. Read our previous blog for call center software supported by and currently integrated in daily customer service operations of Connext.
Partner with Connext today.
FAQ: Setting Up Call Center Phone Systems in the Philippines
The first step is assessing your operational needs—such as the number of agents, inbound vs. outbound call volume, and software requirements. From there, you can determine whether you need an on-premise PBX or a cloud-based VoIP solution, and consult with local telecom or outsourcing providers like Connext for implementation support.
Internet infrastructure in key business hubs like Metro Manila, Cebu, and Davao has improved significantly. Many call centers use fiber-optic internet, redundant ISPs, and structured cabling to ensure reliable VoIP connectivity and minimal call disruptions.
Yes. Most modern VoIP solutions offer native integrations or open APIs that allow seamless syncing with platforms like Salesforce, HubSpot, Zendesk, and Zoho. This improves agent productivity and ensures a unified customer experience.
Estimate based on the number of concurrent agents and peak call volume. A good rule of thumb is 1 line per active agent, but cloud-based systems often allow shared bandwidth and flexible scaling as needed.
Connext offers full support for phone system implementation—whether you’re building a team from scratch or integrating into an existing infrastructure. We work with your preferred systems, provide IT support, and ensure seamless setup for VoIP or hybrid phone systems tailored to your business goals.
