BPO sector seen growing despite strong peso
By Ana G. Roa
Philippine Daily Inquirer
1:15 am | Thursday, September 13th, 2012
The Contact Center Association of the Philippines (CCAP) on Wednesday
said it was mindful of the stronger peso as the country aspires to
remain as the biggest contact center hub in the world.
The Philippines is still the preferred destination for contact centers,
according to CCAP president Benedict Hernandez, despite the peso
appreciation that can weaken the competitiveness of business process
outsourcing (BPO) firms.
"It is something that we carefully watch," Hernandez said during the
launch of the International Contact Center Conference and Expo 2012.
Despite the adjustments in cost due to the fluctuating exchange rate,
there was still a significant preference for the Philippines because of
the higher value provided by the country, he added.
"Beyond cost, there are many aspects of the Philippine value
proposition—the talent, the culture, the language, the proficiency, the
level of service—all of those are creating this bigger value
proposition," Hernandez said.
Strategies on how the contact center industry can adapt to other trends
particularly in geopolitics, technology, workplace, education and
outsourcing will be tackled during the International Contact Center
Conference and Expo (ICCCE) on September 18-19 at the SMX Convention Center.
ICCCE is the flagship event of CCAP, which represents 81 global and
local contact centers operating in the Philippines.
Science and Technology Secretary Mario Montejo said that the ICCCE could
promote the Next Wave Cities Program, which seeks to drive growth in
information technology (IT) in other areas apart from Manila, Cebu and
Clark.
The IT-BPO industry is targeting $12 billion in revenue this year,
higher than the $11 billion generated in 2011.
The contact center component accounted for 65 percent of total business
in 2011 with 416,000 employees providing $7.4 billion in services to the
world.
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