‘PH contact center sector to keep growing this yr’
Date:
June 19, 2018
THE Philippines will remain the world’s biggest source of contact center services as global consulting firms see growth in the industry to continue this year, according to the Contact Center Association of the Philippines (CCAP).
In a press conference in Makati City on Wednesday, CCAP Chairman Benedict Hernandez told reporters that Texas-based consulting company Everest Group, the organization’s current partner in analyzing contact center growth, expected the sector to generate revenues worth $14 billion this year.
The amount is slightly higher than the $12.77 billion in 2016 and the $13.3 billion predicted for 2017 by research firm Frost and Sullivan, CCAP’s previously partner.
According to Hernandez, the 2016 figure is CCAP’s official figure, while his organization is still consolidating actual growth data from its members.
The reason CCAP has partnered with Everest is that it tracks “deals that are being signed worldwide, and [it knows]which projects go to a particular region,” he explained.
The Philippines is expected to take 16 to 18 percent of total outsourced services worldwide in 2018, Everest said.
The sector is now evolving to match customers’ changing requirements, CCAP President Jojo Uligan said.
Enabled with digital capabilities in automation, analytics, artificial intelligence, the country’s contact center thrust has pivoted to transforming customer experience.
“Personalized and elevated customer experience, powered by digital, is the new competitive battleground in our sector,” Uligan said.
“This is a new service opportunity for contact centers in the digital world and provides exciting opportunities for our people to upskill, and do more complex and challenging tasks,” he added.
Source: manilatimes.net
