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Industry Research : BPOs Want Perks To Stay

Call and contact centers asked for a status quo on fiscal incentives amid the emergence of new services that threaten the voice sector.

The Contact Center Association of the Philippines expressed fears a proposal to eliminate the income tax holiday from the list of incentives would erode the achievements of the industry and contribute to its decline.

"We just need to be heard. [The proposed amendments may] spoil growth in the job creation story," CCAP president Benedict Hernandez said in a press briefing during a business conference held at the SMX Convention Center in Pasay City.

Call centers registered with the Philippine Economic Zone Authority enjoy an income tax holiday of four to six years on top of other incentives.



The group noted that even if the government reduced the corporate income tax by a third to 10 percent over a period of 15 years, contact centers were pleased with an income tax holiday of six years.

"There are a lot of countries giving better and bigger incentives. Ours is not of the best package yet. We don’t want to have it worse," Hernandez said.

Everest Group, a global management consultancy firm, said the Philippines remained that top destination for voice services, accounting for 36 percent of the total outsourced services in the world.

Global outsourcing is expected to continue to grow rapidly in the next few years from about $350 billion.

Twenty percent of the total global worth of contact services or about $75 billion is outsourced to countries like the Philippines.

Voice remains the top support services at 90 percent followed by non-voice like email and chat. Non-voice services, however, are gaining ground with more companies requiring them.

Everest urged the Philippines to maximize its footprint by strengthening the non-voice capability. Investments are also necessary to elevate skills and talent.

CCAP expects in the first quarter an initial fresh investments of P500 million from three Australian companies that expressed interest to expand to the Philippines.

The investment will involve as much as 2,000 seats initially, with potential for expansion once they passed the "proof of concept stage" within six months.

One of the companies is a major BPO firm in Australia, another is a market research firm and the third is a major financial and banking institution. These companies are setting up operations for support services.

Today's Tip of the Day - Can You measure It?!

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

Published: Tuesday, February 24, 2015

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2024 Buyers Guide Recruitment Products/Services

 
1.) 
MainTrax

HireTrax
HireTrax, MainTrax's standalone pre-hire virtual interviewing solution, automatically analyzes the behavioral characteristics found in each candidate's VOICE to help you select reps better suited for the specific job at hand. After all, agents speak with your customers for hours each day so it's vital they possess the behavioral characteristics and personality traits necessary to be successful. By picking those with tendencies of empathy and positive behavioral traits, you'll have a higher caliber of candidates who will perform better on the job and stay.

2.) 
Vads

VADS Recruitment Services
VADS Indonesia provides a recruitment process with strict selection with various requirements according to client needs. VADS Indonesia also has a database of trained candidates so that it can meet the agent needs quickly and in large numbers.

3.) 
SalesMatch Ltd

Contact Centre Behavioural Assessments
SalesMatch is an intelligent web based sales and contact centre behavioural assessment platform. It is based on the well known, tried and tested DISC psychometric theory, used by thousands of organisations round the world.

- Reduces Agent Attrition - By selecting the right agent for the role
- Increases Performance - By matching the character profile to the task
- Reduces Time Off - A well matched profile to the role reduced work
stress
- Reduces Recruitment Costs - By early identification of the right candidates

Putting the right person in the job role has become the key focus in the drive...
(read more)

4.) 
TactiCall Recruitment Services

TactiCall Recruitment Services
Permanent Placement
Temporary / Labour Hire / Contingent and Contract Hire
Recruitment Consulting Services
Assessment Centre Design and Facilitation
 

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