Outsourcing call centers to sustain hyper growth, says CCAP

Outsourcing call centers to sustain hyper growth, says CCAP

OABPO Blog Team Published on September 2, 2013
outsourcing-call-centers

The recently conducted three-day International Contact Center Conference and Expo ended in an affirmative note, with the industry report concluding that outsourcing call centers in the company are expected to continue hyper growth.

The demand and appetite are there and we anticipate that this hyper growth will continue. reported Contact Center Association of the Philippines (CCAP) President Benedict Fernandez during the said conference held in Cebu last August 28.

Hernandez said that despite the reduced share of US-based as well as customer service accounts, the Philippines has remained secure in its position as a BPO leader due to the niches it has created, particularly in voice-based accounts. In relation to this, the country excels in these three particular areas: customer service, sales, and technical support.

However, the call center industry is not fail-proof. Currently, the main challenge it faces involve talent availability due to high attrition rates. In 2008, CCAP has measured the turnover rate at 60-80%, and it has remained consistently high with last year’s 55.3%.

The main reason cited for employee resignation is the monthly basic pay, with agents demanding higher wages than offered. CCAP plans to address this whole situation by forging partnerships with institutions such as the Department of Education, and the Technical Education and Skills Development Authority (TESDA) to create programs geared toward improving the English skills of aspiring employees.

Other challenges include cost competitiveness and custom support for small- and medium-sized enterprises. Hernandez also said that the call center industry should adapt and leverage emerging technologies, such as social media among others.
Aside from these statistics, the CCAP President also discussed how the global reputation of the BPO industry has changed the face of the Philippines.

“Filipino knowledge professionals are the best in the world. he added.
Last year, the call center industry has a recorded revenue-on-revenue growth of 18%, hiring about 500,000 employees and earning US$8.7 billion.

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#Repost | Team Allied Services and You:
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข is once again supporting #RyansRun during the TCS New York City Marathon this November.

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Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

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Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The companyโ€™s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

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Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

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Open Access BPO Makati, Glorietta 2 site lobby

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Quality evaluations may vary per #CallCenter, program, client, business model, or approach. But here are time-tested methods to accurately gauge service quality: https://buff.ly/3RI9Ghr
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Companies lose billions due to poor #CustomerService. But more than the monetary loss, giving customers reasons to leave can incur a far greater impact on your business.

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