The Contract Center Association of the Philippines (CCAP) on Tuesday said that the country is now the leading and
preferred destination for outsourced contact services in the world.
CCAP executive director Jojo Uligan attributes this favorable trend to the Filipino call center employees good command of English (both written and oral), a close affinity to the American culture, excellent service quality, and for being warm and friendly as a whole.
"The Filipino workforce is already known around the world as global knowledge professional. In fact, other countries are even hiring Filipinos to work in their call centers. Last year, we generated about US$ 4 billion to US$ 5 billion in revenues. This has established us one of the biggest, if not the biggest in the world, with only India as our main competitor when it comes to call center outsourcing," he stressed.
CCAP is the country's official organization of outsource and in-house contact centers in the Philippines.
Uligan added that CCAP is committed to preserving the Filipinos' call center edge by launching initiatives to develop the member-companies, and even expanding into complex business requirements.
"The move to complex tasks such as technical support, more comprehensive customer service, and higher level programs will enable companies here to compete globally in terms of higher valued services head-to-head, skills wise, and technology wise," the CCAP chief further stressed.
He also added that this reforms will enable the industry to grow by another 25 percent.
In line with this initiative, CCAP is holding a two-day (September 28-29) Contact Center Conference Expo at the SMX Convention Center, Mall of Asia Complex.
The event is now on its sixth edition. Presented during the proceedings are the industry's latest solution to call center systems, software applications, telecommunication infrastructures, office space, equipment, recruitment, training and peripheral services.
Formed in 2001 by seven pioneer companies, the group now has around 70 members which represent 85 percent of the call center firms in the country.
From its infancy, the call center industry now employs 300,000 workers with about 220,000 seats nationwide, from Metro Manila as far as Cebu, Iloilo, Cagayan De Oro, Batangas, Cabanatuan, Bacolod and Davao.(PNA)
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