Call center firms says US still top partner of PH, but?

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File photo of CCAP officials Benedict Hernandez (left) and  Jojo Uligan File photo of CCAP officials Benedict Hernandez (left) and Jojo Uligan [/caption] In a briefing on Thursday, March 23, Contact Center Association of the Philippines (CCAP) chairman Benedict Hernandez said the local industry has yet to be affected with the ?America first? policy of Trump. ?Right now, in terms of direct impact to us, we have not really seen any material impact in the way our clients are working with us,? Hernandez said. He added that 70 percent of the current demand comes from North America, with majority of that figure coming from the US. He said that US would remain as the country?s top contact center partner due to the robust demand for healthcare services. The industry expects the trend to continue in the next six years, but with the market share of US gradually shrinking. ?Our expectation is that it the majority of demand will come from North America. That is the largest market in the world and it continues to grow. But what we?re saying is that the share of the US will become smaller, but will continue to be the majority,? the CCAP chief said. Hernandez explained that unlike seven years ago when the local BPO market was concentrated on the US, the demand now comes from other parts of the world, including Europe and Asia Pacific. He noted that, in fact, the highest growth last year came from the Asia Pacific region, with Australia and New Zealand now the fastest-growing market for Philippine contact centers. — PNA ]]>

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