CCAP hosts int'l contact center event in Cebu

ABS-CBN News

Posted at Aug 07 2013 12:10 PM | Updated as of Aug 07 2013 08:10 PM

MANILA, Philippines - The Contact Center Association of the Philippines (CCAP) is holding the 9th annual International Contact Center Conference and Expo (ICCCE) in Cebu.

With the theme, “Where the World Meets the Philippines,” ICCCE gathers local and international players in the voice industry.

"ICCCE will serve as a venue where the industry could focus on various concerns; support, optimize, and learn from each other; and ultimately show the stakeholders that the contact center is a booming industry ran by people who are doing very well and are serious about it," said Raffy David, CCAP director and chair of the ICCCE 2013.

"It will continue to be a convergence of industry players to showcase their uniqueness and best and latest offerings to the world. This year, CCAP is bringing the Philippines closer to the rest of the world through this premier conference.”

CCAP president Benedict Hernandez will present the State of the Industry Report and provide updates on industry revenues, employment, growth rates, market position, and cutting-edge technologies. Hernandez will also tackle measures undertaken by the industry to support and protect the health and welfare of its 497,000 highly trained, highly competent contact center professionals.

In 2010, the Philippines overtook India as the leading destination for voice services. By end-2012, employment in the voice sector grew by 19 percent, adding 81,000 net new jobs for the Filipino workforce. Revenues grew at a healthy clip of 18 percent, earning $8.7 billion in revenues. The Philippine contact center sector is still the largest in the world, making it the destination of choice for customer relations management.

According to David, most of the organization’s research data on technology and best practices, which were referenced from renowned research firms such as Gartner and Everest Group, were actually already being implemented in local contact center firms. CCAP invests in research to support the delivery of high-quality voice services, the result of which will be presented during the ICCCE 2013.

“We are recognizing members that are implementing groundbreaking innovations and strategies. They are, in fact, way ahead their international counterparts,” says Cesar Tolentino, CCAP research manager.

Among the speakers and panelists are Rainerio Borja, president of EGS; Commissioner Monchito Ibrahim, Deputy Executive Director of the DOST-Information and Communications Technology Office; Francis Kong, president of Business Matters; Dr. Donald Lim, managing director of MRM Worldwide; Danilo Reyes, country manager of Genpact Services LLC and IBPAP chairman; Tj Singh, research vice president of Gartner; Viral Thakker, head of Shared Services and Outsourcing of KPMG India; Jojo Uligan, CCAP executive director; Dr. Bernardo Villegas, professor at the University of Asia and the Pacific; and Jeff Williams, AVP of Global Clinical Services, Operations of MediCall Philippines, Inc., a Cognizant Company.

“ICCCE 2013 is a learning event and industry players will get to pick up insights from other players... With the event being held in Cebu, delegates and guests can look at the Philippines as not only a location to establish their business, but also a place where they can offer life-work balance to their hard-working workforce," he said.