Tag: Philippine call centers

With a strong push toward better Internet connectivity, the Philippines recently held the Telecommunications Summit 2017. It aims to discuss main concerns in the country’s telecom industry, including the costs, coverage, and speed of telecommunications services. Organized by the Philippine Chamber of Telecommunications Operators together with the Department of Information and Communications Technology (DICT), the […]

The increasing demand for office space is fueling the growth of new Philippine outsourcing hubs. As the Philippines continues push for regional growth, new outsourcing hubs called Next Wave Cities are being developed. The 10 new business process outsourcing (BPO) hubs include cities Baguio, Davao, and Dumaguete, which are now among Tholons’ Top 100 Outsourcing […]

Around 100 new foreign companies are planning to invest in the Philippine business process outsourcing (BPO) segment. Benedict Hernandez, President of the Contact Center Association of the Philippines (CCAP), announced this during a press conference last August 3 at Marriott Grand Ballroom, Pasay City. The press con was held to promote the 11th International Contact […]

What does the Philippines have to do to move up the outsourcing value chain? The Philippine outsourcing industry is more than just a lucrative enterprise. It’s now on its way to becoming the largest and fastest-growing industry in the country, especially now that budding BPO hubs called Next-Wave Cities are mushrooming outside Metro Manila.

Philippine President Benigno Aquino III signed on Monday, May 23, the law that would create a separate Department of Information and Communications Technology (DICT). Republic Act 10844 streamlines all functions related to information and communication technology (ICT). A government body that keeps several co-dependent processes in one place ensures that IT management will be centralized. […]

The demands of millennial customers are so different from those of the earlier generations, and call centers have to respond fast. Call centers must be open to changes so they can respond effectively to the changing needs of customers. If not, they compromise the capacity of brands to forge genuine relationships with their target sectors.

Technology, a booming business environment, and strong government support aren t the only pillars raising the Philippines IT outsourcing sector to its world-class stature.

Customers don’t want robotic, overly formal customer service. They want conversations—real, humanized conversations. As customers are becoming smarter about which brands to trust, it’s becoming clear that the future of business is all about relationship building. Contact center strategies, as much as possible, must be personalized to fit the market’s evolving preferences. If outsourcing companies […]

Customer-centric outsourcing services are built from feedback generated from various touchpoints. Philippine call centers rose as a promising location for outsourcing for one primary reason: they ve mastered the art of listening while too many contact centers often squander this income-generating skill.

  The largest city in the Philippines is continuing to accumulate massive power in the BPO arena. Primarily starting out as an agricultural sector, Davao City is now rapidly gaining its much-deserved recognition as a vigorously growing business process outsourcing (BPO) hub.