Call centers bullish on growth as Phl remains ahead of India

MANILA, Philippines - The Contact Center Association of the Philippines (CCAP) remains confident the strong growth in revenues would be sustained almost three years after the Philippines displaced India as the leading destination for voice services.

CCAP president Benedict Hernandez said the Philippine contact center sector is still the largest in the world and remains the destination of choice for customer relations management.

The Philippines overtook India as the leading destination for voice services in 2010.

Data showed that revenues of the voice sector jumped 18 percent to $8.7 billion while employment surged 19 percent, adding 81,000 net new jobs for the Filipino workforce last year.

CCAP is holding the 9th annual International Contact Center Conference and Expo (ICCCE) in Cebu at the end of the month.

ICCCE is the premier learning and networking event for local and international players in the voice industry.

During the conference, Hernandez is expected to report on the state of the industry and provide updates on industry revenues, employment, growth rates, market position and cutting-edge technologies.

He is also expected to tackle measures to support and protect the health and welfare of its 497,000 highly-trained, highly-competent contact center professionals.

Raffy David, CCAP director and chairman of the ICCCE 2013, said major players would discuss industry issues, training and development programs for contact center professionals, innovation, and best practices.

An exhibit of the latest products and solutions for voice-based services also awaits attendees and delegates from all over the world.

“ICCCE will serve as a venue where the industry could focus on various concerns; support, optimize, and learn from each other; and ultimately show the stakeholders that the contact center is a booming industry ran by people who are doing very well and are serious about it,” David said.