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News : 80,000 Jobs Expected from Call Contact Center Industry

#contactcenterworld, @ccapph

Cebu City, Philippines, July, 2019 -- From 80,000 to 100,000 jobs are expected from the IT-Business Processing Outsourcing (BPO) industry as, the Contact Center Association of the Philippines (CCAP) predicted.

The CCAP sees a growth of seven percent this year despite a slow pace in the global IT and Business Processing Services (BPS) sourcing at three to four percent in 2018.

Contact Center Association of the Philippines (CCAP) chair Benedict Hernandez is confident the call center industry in the country will continue to grow because the Philippines has a very strong foundation and remains the leader in customer experience (CX) delivery.

"We have enjoyed the global contact center strength in CX that is so uniquely Filipino. The Philippines has established that personal touch in the customer service market. Our next level is to develop analytics and the ability of our employees to work with technology and influencing customers to change according to their global market," Hernandez said during the two-day Contact Islands 2019 conference at Shangrila Mactan Cebu.

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Hernandez said the contact center industry in the country employs 2.2 million people.

H. Karthik, from the consulting firm Everest Group, said the Philippines still enjoys 16 to 18 percent of the estimated global market of $81 to 83 billion, and he forecasts a global market growth of four percent this year.

Karthik said the uptick is seen in the country’s increasing demand of real estate for the IT-BPO of 126, square meters from January to April this year, which according to him is back to historical levels.

CCAP President Jojo Uligan said the organization has 107 call center companies as members and they provide 70 to 80 percent of the employment in the country.

Uligan agreed with Karthik on BPO firms buying more space in Philippine’s contact center market.

Uligan said the shift to the digital market unlocks new opportunities for the local contact center industry. For the last 15 to 18 years, work skills and talents in the industry have changed tremendously with the introduction of digitalization, artificial intelligence, analytics, and robotics.

Uligan said the industry’s top concerns today are upgrading skills of call center agents and searching for more top executives.

"CCAP is always upscaling their talents, skills, and needs of the contact center industry and we expect government to go everything digital and analytics to better prepare the children to go into these categories," Uligan said.

The industry is looking for people with good communication skills, critical thinking, developing the sense of curiosity in the changes in the digital and AI world to tech-business to robotics.

There is also greater need in the specific domain skills in accounting, offshore and nearshore market for the healthcare customers, employment to mid and high contact leadership, Uligan added.

Contact Islands 2019 aims to explain how digitalization, analytics, AI and robotics affect the industry. Nearly 300 participants mostly from the C-level and senior level executives from the IT-BPM attended the event.

#contactcenterworld, @ccapph

Posted by Veronica Silva Cusi, news correspondent
Source: https://news.mb.com.ph


About Contact Center Association Of The Philippines:
Company LogoThe Contact Center Association of the Philippines (CCAP) is the official organization of outsource contact center service providers in the country.
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Today's Tip of the Day - Motivating Agents With No Money!

Read today's tip or listen to it on podcast.

Published: Friday, August 2, 2019

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2020 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 
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