The call center services provider announced last month the appointment of John Harris as CEO. Prior to eTelecare, Harris spent 25 years as one of the top executives at IT outsourcing firm Electronic Data Systems (EDS).
"The Philippines is growing much faster than our U.S. component and we expect to grow by roughly 60 percent (in revenue) this year," Harris said in a briefing Friday.
ETelecare operates 11 call centers worldwide, including four centers in the Philippines. Fred Ayala, eTelecare chairman, said the company's operations generated P7 billion (US$137 million) in revenues last year and is aiming to grow that figure to P9 billion this year.
Philippine operations contribute about half of eTelecare's total revenues, he added.
Harris, meanwhile, added that the company is also looking at tapping into other markets in Europe and Asia Pacific, aside from North America, where most of eTelecare's clients are located.
"We see North America as the most advanced market today in terms of using customer contact services but it's also evolving very fast in Europe and Asia because every company eventually has to keep finding ways in order to offer better customer service," said Harris.
He added that only about 10 percent of contact center work among companies is being outsourced right now so there is still a lot of opportunity for service providers like eTelecare.
In addition, he said the company is also keen on growing its non-voice services even if the main focus is still on offering voice-enabled services.
Benedict Hernandez, eTelecare vice-president and general manager for Philippine operations, said the company will continue to expand its operations in the country. The company has three facilities located in Metro Manila and one in Cebu City in the South.
"We will be having 300 more seats in our Eastwood (Quezon City) location, 300 more in the Alabang (Muntinlupa City) facility that we have yet to open, and 100 more in Cebu," he said.