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Industry Research : Pinoy Contact Center Workers Shift to Mid-high Skilled Jobs Faster than Global

#contactcenterworld, @ccapph

The domestic contact center, which accounts the biggest share in the local IT-BPM industry, has successfully managed to shift quickly into the mid- and high-skilled jobs from low-end tasks as new technologies in automation and artificial intelligence are replacing old jobs, a new research revealed.

An internal research by Contact Center Association of the Philippines (CCAP) showed that mid and high-skilled jobs in the contact center sector account for 85 percent of positions, ahead of the Frost & Sullivan projection that about 73 percent of the global IT-BPM industry will be covering mid- and high-skilled jobs by 2022.

"Mid- and high-skilled jobs are getting more demand in our industry. Our professionals are now finding their selves more engaged in complicated tasks that require experience or specialized expertise paired with abstract reasoning and situational response/autonomy," CCAP President Jojo Uligan explained.

Uligan explained the local contact center sector’s nimbleness to shift to mid- and high-skilled tasks. From the traditional focus, which is customer services delivery, the Philippine contact center sector is now geared towards an emerging priority — customer experience delivery. During the recent Contact Islands summit organized by CCAP in the second half of 2018, the evolving customer expectations were identified.

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Local contact center firms now prioritize quick and accurate resolution, personalized interactions, demand for self-service option, interaction in customers’ preferred channel, and seamless/consistent experience. Disruptive technologies also point to automation, analytics, and artificial intelligence to meet delivery of customer experience (CX).

Uligan noted that the Philippines’ IT-BPM industry annual revenue has reached $27.1 billion of which the contact center segment keeps a bigger slice of the pie — accounting for an annual revenue of $14.6 billion (P759.2 billion) and employing more than 890,000 call center professionals nationwide. Overall, the Philippines accounts for about 18 percent of the estimated $83 billion global revenue by think tank The Everest Group.

"Logically, a shift in the priority for professionals’ level of skills required to perform tasks will have an impact to the Philippine IT-BPM industry, particularly to the contact center sub-sector," said Uligan.

In a previous analysis by industry consultancy firm Frost & Sullivan, tasks that require basic skills (low-level) in the global BPO landscape is projected to decline by 29 percent by 2022. At the same time, mid-skill jobs are expected to rise by 12 percent, while positions that require higher skills are projected to grow higher at 19 percent.

With the changing requirements brought about by the evolving landscape of the global IT-BPM industry, a shift from low-level-skill tasks into mid-skill and high-skill tasks is logically inevitable.

"As CCAP together with the rest of the contact center sector has been emphasizing for quite some time now, we have taken a proactive approach to this change," Uligan said. "It is a common knowledge in our industry that we have already been implementing changes in job tasks and description to cope with the evolving requirements."

Uligan said the industry is investing heavily in training for both entry-level and tenured positions.

CCAP regularly facilitates specialized programs throughout the year to further equip agents of their member-organizations amid an aggressive shift in job priorities.

#contactcenterworld, @ccapph

Posted by Veronica Silva Cusi, news correspondent
Source: https://business.mb.com.ph


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 - Readiness For Action!

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

Published: Wednesday, April 17, 2019

Printer Friendly Version Printer friendly version

2022 Buyers Guide Telecoms

 
1.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

2.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

3.) 
Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

4.) 
DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

5.) 
Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.

6.) 
Megacall

VOIP services
Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

📞 Virtual Switchboard
🔌 SIP trunk
🔢 Virtual number
📠 Call Center Solutions

7.) 
NetSapiens

SNAPsolution
Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
(read more)

8.) 
Nuxiba Technologies

CenterWare
Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

Schedule a live demo or request a quote today!

9.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

10.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

11.) 
The Phone Number Testing Company

Phone Number Testing and Validation
Bulk testing and validation of UK Landline and mobile numbers, with a growing list of other coutries where we can test.

If you own a large customer or business prospect sales database, our service helps you to quickly and accurately cleanse all the dead records, by identifying all the dead phone numbers.

We offer a free no obligation test trial
 

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