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News : Impact Sourcing Offers Huge Potential

#contactcenterworld, @ccapph, @vkpo_official

Davao del Sur, Philippines, April, 2017 -- The Contact Center Association of the Philippines sees the big potential of impact sourcing to further support countryside development.

In a press conference at Royal Mandaya Hotel at the first Philippine Impact Sourcing Conference (PISCON) 2017, CCAP Chairman of the Board Benedict Hernandez pointed out that espousing the impact sourcing scheme, which brings contact center, back office work and other offshoring works to qualified talents in provincial and rural areas so they may have access to gainful employment, will provide traditional Information Technology-Business Process Management (IT-BPM) firms the ability to explore and to tap quality talent in the provinces.

According to the CCAP, impact sourcing gives businessmen in the countryside the opportunity to exercise their entrepreneurial prowess by establishing home-grown IT-BPM firms right in their own backyard, while giving potential workers the ability to be employed without having to leave their families and their hometown.

CCAP chairman Benedict Hernandez said the IT-BPM industry was already practicing impact sourcing as early as 15 years ago.

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He said the industry continues to be one of the biggest creators of high value jobs in previously untapped communities.

Just for last year alone, Hernandez said 80 percent of CCAP members have established operations in provinces such as Puerto Princesa in Palawan, Balanga in Bataan. and in San Nicolas, Ilocos Norte.

However, he said impact sourcing is still a relatively young practice for IT-BPM firms in the Philippines but CCAP is optimistic about its growth.

"We know there is a tremendous potential for impact sourcing. For our businesses, it means access to talent pools in vast, untapped communities where there is high quality work which are cost effective coupled with incredible drive and commitment by the employees. It is a unique way to grow our businesses and at the same time create palpable positive impact to the community," Hernandez said.

"The industry has long been a champion of gender equality and equal opportunity employment. Now, with impact sourcing, it gives the IT-BPM industry the chance to promote further inclusivity," he added.

CCAP president Jojo Uligan said another major value proposition of impact sourcing is it helps create a stable and motivated workforce.

Uligan said various research has shown that workers in the impact sourcing sphere have lower attrition levels compared to traditional IT-BPM workers, and are very highly motivated and loyal to the company that provided them the necessary skills training, which leads to higher productivity and better performance.

"We all know that working in the IT-BPM industry remains to be a preferred career option, but this perception still largely remains among employees in highly urbanized cities. With impact sourcing, workers in the provinces now have the same option where they can opt for a job that pays better and provides a decent work environment compared to the usual alternative, and helps them improve their self-confidence," he said.

#contactcenterworld, @ccapph, @vkpo_official

Posted by Veronica Silva Cusi, news correspondent
Source: Visaya KPO


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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About Visaya Knowledge Process Outsourcing:
Company LogoA boutique knowledge process outsourcing partner serving small to medium-sized companies in their business process and contact center needs. We will do this by exceeding our customer’s expectations by providing excellent and reliable service with a high level of quality at a lower cost through the integration of people, technology and business systems.
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Today's Tip of the Day - Do Your Wall Boards Really Help?

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

Published: Thursday, April 13, 2017

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2020 Buyers Guide Inbound Call Handling Services

 
1.) 
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Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.
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Call Center Studio

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Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

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Connect Assist

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We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

5.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
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PH: +61 7 5660 6284

6.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
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