Call centers anxious on gov’t ban for new applications in NCR ecozones

By Ram Superable Agustin

With President Rodrigo Duterte recently signing a temporary prohibition on the approval of applications in the economic zones in Metro Manila in favor of provincial ecozones, there is a growing concern within the industry.

CCAP chair Benedict Hernandez (center) gestures during the presser for the annual Contact Islands conference, which will be held this year at the Shangri-La Mactan Resort and Spa in Cebu. With him are fellow CCAP officials Butch Valenzuela (left) and Jojo Uligan

The Contact Center Association of the Philippines (CCAP) sees the need of more dialogues between the industry and the governing bodies since investors prefer Metro Manila as their first landing destination before expansion efforts come into play.

This issue was among those discussed by CCAP officials during a press briefing to drumbeat awareness for Contact Islands, its annual conference
which has the theme “Reimagining CX: The Future and Beyond”. It will be held at Shangri-La Mactan Resort and Spa in Cebu on July 24 and 25.

Around 250 C-level and senior level executives of the information technology and business process management (IT-BPM) industry are expected to convene for the conference .

CCAP chair Benedict Hernandez said, “Over the years, there’s been a build-up on customer experience. The reason that’s the case is that clients all over the world have started to less and less talk about dollars-per-hour or FTE (Full Time Equivalent) pricing and they’ve started expecting us, their service providers in the Philippines, to start talking about how we are helping them increase their top line.”

In the past, the conference tackled topics such as the access to talents and the cost advantages of moving work to countries like the Philippines.

“Over the last few years, the conversations have really moved towards business outcomes,” explained Hernandez. “And today, what’s happening is how we are leveraging digital technology to impact those business outcomes by transforming the customer experience.”

“For 2019, we’re focusing on how we can marry the people’s skills, requirements, even technology requirements, and how we are going to integrate all of it when the customer or our clients start to dicuss about CX or customer experience. That’s the main focus, how the different companies operate, in the Philippines, their CX transformation journey,” stated Jojo Uligan, CCAP President.

Uligan also mentioned that the clients of today are going beyond the traditional Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). They have started to expect their service providers to help them reshape and transform end-to-end customer experience by capitalizing on digital capabilities.

The Philippines remains the leading CX delivery provider despite the 2018 global growth in IT and Business Processing Services (BPS) grinding to a slow 3-4% according to the consulting firm Everest Group. The Texas-based firm projects a forecast of 4% growth and signs of a rebound this year.

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