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Industry Research : Call Center Sector Sticks to Forecast
Despite the global financial crisis, the call centers industry remains optimistic it would achieve its double digit growth forecast this year as more companies are expected to tap offshoring to reduce their costs.
Benedict Hernandez, president of the Contact Center Association of the Philippines (CCAP), said based on CCAP’s mid-year assessment, the full year target of 15 percent to 20 percent growth forecasts for revenues and workforce are achievable.
"We’re still sticking to our forecast: 15 percent to 20 percent growth in revenues and a net growth of 400,000 employees by the end of the year," Hernandez said at the sideline interview at CCAP 10th anniversary.
Hernandez said the worst crisis the industry has experienced was the US crisis in 2008 and 2009 and yet the industry grew "significantly."
He said during crisis, bigger companies globally are aggressive in offshoring their manpower to manage their costs.
"Crisis or not, they are looking at ways to improve cost – through offshoring," Hernandez said.
CCAP recently signed a memorandum of cooperation with the Commission on Higher Education for a five-year partnership which aims to improve college curricula, provide training program for teachers, and evaluate student graduate skills
"We want to make a module for the aspiring call center agent …." Hernandez said.
A student can take "BPO 101" as part of the core curriculum. He can also take 21 units BPO services management as a minor course.
Hernandez said that the course will be offered in selected colleges and universities by next school year 2012-2013.
The industry faces increasing challenges that could constrain such growth. Among the challenges include long-term sustainability of a qualified labor pool supply, talent retention, government support for the industry –favorable regulatory and incentives and lastly cost concerns which include labor inflation, infrastructures and utilities.
For this year, CCAP projects to grow its revenues by 18 percent to $ 7.1 billion employing about 406,000 compared to last year’s $6.2 billion revenues and 344,000 workforce.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, November 14, 2011