PH ready to ride global trends in outsourcing

The Philippines is expected to further cement its position as a preferred go-to location for non-voice jobs for existing and new contracts.

But while research firm Everest Group finds Philippine-based contact centers as exhibiting high level of readiness to ride the changing global trend it sees the need to adopt certain skills set and hiring strategy to take full advantage of such potential.

According to the Contact Center Association of the Philippines (CCAP) . the global contact center is shifting its focus from provision of customer service to delivery of customer experience.

The transition, it said, is ushering in significant changes in the requirements imposed on local contact centers by their international business partners.

Everest recommends an upgrade of the skills set of local contact centers’ workforce to meet requirements of customer-experience focused businesses.

It said that aside from the basic task of resolving customers’ queries, the agents should develop additional important skills like handling chat and social media interactions, using technology solutions like analytics platforms and bots, addressing domain-specific inquiries, and fully understanding customers.

Additionally, local contact should also adopt new recruitment and training strategies to ensure that their agents would be capable of meeting the updated challenges of operations, Everest added.

Target hiring must gradually replace traditional schemes like on-campus recruitments, job fairs, and walk-in interviews. Classroom-based scheduled must also give way to online and experiential learning sessions.

This timely transformation is the focus of a research conducted by Everest in a white paper entitled “Philippines at the Helm of Delivering Customer Experience of the Future” which will be presented and will be the highlight of the upcoming Contact Islands, an annual industry conference organized by the CCAP scheduled on October 11 and 12 at Shangri-La’s Boracay Resort & Spa in Boracay Island.

The presentation will tackle the factors that are driving the shift in role of contact centers as well as the status of local service providers in responding to clients’ new requirements. The research also covers alignment of local talent acquisition strategies and provides recommendations on how contact centers could effectively deliver customer experience required from them.

Source: https://goo.gl/uAbACZ