IT-BPM INDUSTRY: CCAP moves to keep PH competitive advantage

The Contact Center Association of the Philippines (CCAP) highlights its competence in customer experience in the global contact center industry, a differentiation that will keep the country’s competitive advantage.

Benedict Hernandez, chairman of CCAP, said in a statement the Philippines aims to take a lead role in transforming and amplifying the customer experience of its clients worldwide.

“Now we’re moving toward making a difference with customer experience in a highly digital world. We’ve always been recognized as the leading player in the contact center industry globally but the real value in what we do for our customers and clients is that we will be leading edge and transformational in creating, driving and enhancing the customer experience,” he said.

The Philippines will host its annual industry conference, “Contact Islands,” this October at Shangri-la Boracay, with the theme “The Future of Customer Experience.”

Contact Islands is a collaboration between CCAP and Everest Group, a leading global consulting and research firm headquartered in Dallas, Texas.

Hernandez said at the event, Everest Group will present its white paper, “Philippines at the Helm of Delivering Customer Experience of the Future.”

He also said the industry is seen to take advantage of new tools and technology and other digital capabilities to optimize and maximize the customer experience.

“Clients will see that the real value the industry can offer is that we’re able to partner with them in charting the future course and transforming customer experience for their companies and for their brands,” Hernandez said.

He added that with the expansion of communication channels for customers such as email, chat and social media, the industry can help identify which channels can optimize the customer experience.

The next is digital, he said, where phenomenal amounts of data available can be used to predict customer experience proactively rather than reactively.

“We don’t need to wait for the survey and the results of the reports to come out after the fact before we can understand the situation,” Hernandez said, noting analytics can also be used to understand and managethe customerin real time.

“It will allow us to do so much more than what we used to do as a contact center industry. The Philippines has always been a leader when it comes to customer satisfaction so we want to make sure that we keep that leading edge position globally as we transform customer experience using all these digital tools,” he added.

Jojo Uligan, CCAP president, said customer experience entails a lot of factors, and Contact Islands 2017 will be promoting not only the capabilities of the Filipinos but also the Philippines as a destination where business and leisure can be done at the same time.

The Philippine information technology and business process management (IT-BPM) industry has grown significantly in the last five years not just in terms of employees but also in revenue.

The Bangko Sentral ng Pilipinas predicts that by this year, the IT-BPM industry will be the Philippines’ largest source of income. From 525,000 employees in 2010 and $8.9 billion in revenue to an expected 1.3 million jobs and over $25 billion in revenue for 2016, it is the most lucrative and fastest-growing industry in the Philippines to date.

Source: https://goo.gl/gxLdns