Philippine BPO sector seen growing
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The Contact Centre Association of the Philippines (CCAP) yesterday said it was mindful of the stronger peso as the country aspires to remain the biggest contact centre hub in the world.
The Philippines is still the preferred destination for contact centres, according to CCAP president Benedict Hernandez, despite the peso appreciation that can weaken the competitiveness of business process outsourcing (BPO) firms.
“It is something that we carefully watch,” Hernandez said during the launch of the International Contact centre Conference and Expo 2012.
Despite the adjustments in cost due to the fluctuating exchange rate, there was still a significant preference for the Philippines because of the higher value provided by the country, he added.
“Beyond cost, there are many aspects of the Philippine value proposition – the talent, the culture, the language, the proficiency, the level of service – all of those are creating this bigger value proposition,” Hernandez said.
Strategies on how the contact-centre industry can adapt to other trends, particularly in geopolitics, technology, workplace, education and outsourcing, will be tackled during the International Contact centre Conference and Expo (ICCCE) on September 18-19 at the SMX Convention centre.
ICCCE is the flagship event of CCAP, which represents 81 global and local contact centres operating in the Philippines.
The IT-BPO industry is targeting US$12 billion in revenue this year, higher than the $11 billion generated in 2011.
The contact centre component accounted for 65 per cent of total business in 2011 with 416,000 employees providing $7.4 billion in services to the world.
