PH shifts to high-value call center services
Date:
March 28, 2019
The Contact Center Association of the Philippines (CCAP) is shifting much faster to higher value-service in the industry than global projections.
Results of an internal research by CCAP shows mid- and high-skilled jobs in the contact center sector now account for 85 percent of positions, well ahead compared to a projection by industry consultancy firm Frost & Sullivan that about 73 percent of the global information technology-business process management industry will be covering mid- and high-skilled jobs by 2022.
In its previous analysis, Frost & Sullivan said tasks that require basic skills (low-level) in the global BPO landscape is projected to decline by 29 percent by 2022.
At the same time, mid-skill jobs are expected to rise by 12 percent, while positions that require higher skills are projected to jump by 19 percent.
CCAP said in a statement that it has take a proactive stance as low level skills begin to be displaced.
From the traditional focus of which is customer services delivery, the Philippine contact center sector is now geared towards “customer experience delivery.”
This means local contact center firms now prioritize quick and accurate resolution, personalized interactions, demand for self-service option, interaction in customers’ preferred channel, and seamless/consistent experience.
The group is also embracing disruptive technologies like automation, analytics, and artificial intelligence to meet delivery of customer experience
“Mid- and high-skilled jobs are getting more demand in our industry. Our professionals are now finding themselves more engaged in complicated tasks that require experience or specialized expertise paired with abstract reasoning and situational response/autonomy,” said Jojo Uligan, CCAP president.
The contact center segment generates annual revenue of $14.6 billion (P759.2 billion) and employs more than 890,000 call center professionals nationwide.
That is about 54 percent of the IT-BPM industry’s $27.1 billion, (P1.41 trillion)—about 18 percent of the total global which stands for about $83 billion (P4.32 trillion), global think tank The Everest Group said.
Source: Malaya Business Insight
