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Local contact centers ready for new global trends â€" Everest

Everest Group said Philippine-based contact centers are highly capable of riding the changing global trends in outsourcing and can further cement its position as a preferred location for non-voice jobs. However, the global consulting firm stressed that contact centers in the Philippines have to adopt certain skills set and hiring strategies to remain relevant. Everest recommends an upgrade of the skills set of local contact centers' workforces to meet requirements of customer-experience focused businesses. They should also adopt new recruitment and training strategies to ensure that their agents are capable of meeting the updated challenges of operations, Everest added.