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News : Philippines Urged to Adopt Post-pandemic Policies for Call Centres

#contactcenterworld, @ccapph

Manila, Philippines, Oct 4, 2021 -- Contact Centre Association of the Philippines wants a long-term policy that recognises the new reality of hybrid home-office work

The Philippines should adopt policies for call centres that will fit the post-pandemic workplace, according to the head of the industry group, as it seeks to extend the sector’s two decades of growth.

The Contact Centre Association of the Philippines sees a shift towards workingfromhome, one of several Covid-era workforce adaptations that could become entrenched. However, some tax breaks crucial to the industry are only valid if the bulk of their employees work in designated economic zones.

"No business is thinking we will just go back after this pandemic is over, to the way we were," chairperson Benedict Hernandez said in an interview. He urged the government to develop a long-term policy that recognises the new reality of hybrid home-office work.

The association expects the outsourcing industry’s revenues to grow 9% this year, outpacing 6%-7% for the sector globally, as more companies shift towards digitalisation.

"It’s an encouraging yet vulnerable recovery," Hernandez said. The outsourcing industry, which includes callcentres, needs "support and protection so that we can continue creating more jobs and helping the economy recover."

With most Filipinos proficient in English, call centres have played an increasingly important role in the country’s economy since the 1990s, creating millions of jobs and driving consumption. As exporters of information-technology services are often located inside government-designated economic zones, many of the companies enjoy special tax breaks.

Call centres employ about 800,000 people in the Southeast Asian nation, or about three-fourths of the 1.3-million workers in the outsourcing sector, and add as many as 80,000 new jobs per year. As the global recovery continues more companies will look to cut costs by moving jobs offshore, creating more opportunities for Philippine outsourcing companies, Hernandez said.

Playing catch-up

Still, the industry faces a number of risks.

Fresh Covid-19 outbreaks are prompting clients who may have concentrated operations in a single country to reconsider that strategy. To bolster its competitiveness, the Philippines will need to play catch-up in vaccinating employees, upgrading infrastructure and implementing supportive government policies, Hernandez said.

In addition, a 1994 law on economic zones must be updated for the outsourcing industry, Hernandez said. The law gives tax breaks to companies whose output is produced in the zones, which suggests employees must be working on-site.

Amid the pandemic, about 60% of total call centre employees are currently working from home, with some companies now fully home-based. The government recently allowed companies in the economic zones to let as many as 90% of employees work from home through next March.

That extension "buys us time," Hernandez said, but isn’t a durable solution.

Fiscal caution

Officials from the National Economic and Development Authority and the Department of Trade and Industry didn’t respond to requests for comment.

The Duterte administration generally has been cautious about using fiscal measures to counter the effects of the pandemic, though an order imposing 12% VAT on exporters’ transactions, which could affect call centres, has been deferred for now.

Earlier this year the government changed the fiscal-incentives system, phasing out certain tax breaks in the economic zones and tweaking others. Some outsourcing firms worry that reducing such incentives will make the Philippines more expensive and drive away investors.

"It’s been a resilient industry," Hernandez said. "This year, we’re seeing a very promising recovery but that continues to be vulnerable. We still need support."

#contactcenterworld, @ccapph

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesslive.co.za


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 - Utilize Time & Money Saving Tools

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

Published: Tuesday, October 5, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

7.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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