For the year, the volume of full-time employees (FTEs) of contact centers in the Philippines is forecasted to grow by about eight to nine percent, compared to about six to seven percent growth globally.
In terms of revenue, the country’s contact centers are projected to rise by nine percent versus about six percent to seven percent worldwide.
Meanwhile, the information technology-business process management growth locally and globally are expected at seven to eight percent in terms of the volume of FTEs and eight percent in terms of revenue.
"The story of our industry was a really tough 2020 for many of us, still tough in 2021. But the market is rebounding. The Philippines is rebounding together with the market but because we are highly differentiated, no other country could do contact center better than the Philippines. We are enjoying faster growth than the global market and fueling our business growth is the creation of jobs," said CCAP chairman Benedict Hernandez during the opening of the five-day virtual Contact Islands 2021 conference, Monday night, Sept. 27, 2021.
CCAP is composed of 130-member companies that represent about 70 to 80 percent in the industry. In a survey, 42 percent of the companies which represent about 300,000 employees are forecasting double-digit growth this year, which Hernandez described as "quite phenomenal."
At the onset of the pandemic, the contact center industry was tagged as an essential industry that enabled companies to continue working while observing proper health protocols.
This allowed the industry to achieve an export revenue of $26.7 billion in 2020 and hired 23,000 new employees last year with a total FTEs of 1.32 million.
In terms of multiplier effect, the growth of the sector resulted in 4.3 million in direct employment. It also brought employment opportunities in the countryside with more than 350,000 or 27 percent of the total industry workforce employed outside Metro Manila.
"We really are in a unique position because of our size, skill and our ability to grow and help the country in its national recovery from this devastating impact of the pandemic," he said. "We are uniquely positioned to actually take the lead in helping this country recover, create more jobs and help our partner sectors."
Support to employees
CCAP has also cited support mechanisms provided by local contact firms to their workforce amid the ongoing pandemic. While 99.5 percent of all employees continue to work, either on site (40 percent on average) or at home (59 percent on average), half a percent of all employees are unable to work due to various reasons.
One out of three companies are providing financial support to these employees.
About 73 percent of on-site employees in CCAP-member companies have received extra pay and allowances. The figure contrasts with 35 percent in BPM centers and 38 percent in shared service centers (SSCs).
Meanwhile, up to 97 percent of work-from-home employees of CCAP-member contact centers have received extra pay and allowances against 47 percent and 50 percent from BPM centers and SSCs, respectively.
Logically, additional support and incentives have been provided to on-site contact center professionals amid the pandemic. Among those are provisions for temporary housing, transportation arrangements and Covid tests.
Posted by Veronica Silva Cusi, news correspondent
About Contact Center Association Of The Philippines:
The Contact Center Association of the Philippines (CCAP) is the official organization of outsource contact center service providers in the country.
Published: Wednesday, November 3, 2021
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.
Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!
We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!
Try it free for 45 days!
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.
LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.
Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!
Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!
OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
|7.)||Teckinfo Solutions Pvt. Ltd.|
ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.