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BPO News and Events


Date Posted: Jul 13, 2009

According to the study commissioned by the Contact Center Association of the , it shows that the country’s contact center business will remain robust until the end of the year despite of the economic pressure and low operational expenditures from global markets.

 

The CCAP commissions a study from Pricewaterhouse Coppers to validate some of the concerns of the local industry, says CCAP president Benedict Hernandez during kickoff for its upcoming industry conference.

 

The complete result and evaluation of the study will be revealed at the upcoming CCAP Call Center Conference and Expo 2009 on July 15-16, 2009 at the SMX Convention SM Mall of Asia, Pasay City.

 

To give us little updates, Hernandez revealed some of the results of the study like 15 percent year-on-year growth for the industry in terms of employment and revenues.

 

The study also shows an attrition rate of about 57 percent in the country’s call center industry compared to ’s attrition rate purported to be 80 percent.

 

He also revealed that from the general acceptance rate for new employees increased by one percent from seven to eight percent this year.

 

“Of 100 people who apply for a call center job, only seven get hired. But we first estimated it at only five percent,” said Hernandez.

 

The CCAP will continue to work with several educational institutions and government offices particularly Technical Education and Skills Development Authority (TESDA) to hasten English proficiency and other related skills in communications in the country.

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