CCAP pushing for partnership with gov’t

MANILA, Philippines - The Contact Center Association of the Philippines (CCAP) is pushing for partnership with the government to boost the contact center industry.

CCAP president Benedict Hernandez said the group needs government support particularly “in increasing qualified talent for industry’s needs through industry public-private partnership, primarily with TESDA (Technical Education and Skills Development Authority), CHEd (Commission on Higher Education), DepEd (Department of Education) and DOLE (Department of Labor and Employment).”

He said increased collaboration in contact center career and country marketing is also needed to sustain the growth of the industry.

“To encourage more investments in the industry, continued favorable, stable and predictable investment incentives and regulations will be required,” Hernandez said.

“The industry continued support in maintaining country competitiveness as an investment and service delivery destination by improving infrastructure, power supply stability, ease of doing business, and competitive cost environment,” he added.

In 2012, the contact center industry grew 19 percent and generated $8.9 billion in revenues.

“For the Philippines to remain as the leading contact center destination in the world, the industry needs the support of government and local utility providers to replicate this annual growth,” Hernandez said.

At present, there are more than 800 contact centers in the country, employing half a million Filipino professionals.

With around 100,000 Filipinos added to the industry’s workforce every year, the industry’s total employee count is expected to rise to 800,000 by 2016.