Conference ‘to showcase Cebu’-A A +A
Monday, August 26, 2013
THE Philippine contact center industry decided to hold the 2013 International Contact Center Conference and Expo (ICCCE) here to “showcase Cebu, to showcase the opportunities.”
Contact Center Association of the Philippines (CCAP) executive director Jojo Uligan said in a briefing with Cebu journalists yesterday that many of the companies do not yet have operations in Cebu.
“We want to showcase the infrastructure in Cebu,” he said. “We want to showcase that you can do business and leisure here.”
Cebu was ranked by research firm Tholon’s as eighth in the world’s top 10 contact center destinations.
Uligan said, however, the industry needs to “identify where Cebu is good at” and leverage this.
“What else can we do in Cebu?...What other industries can we service out of Cebu?” he said.
Uligan said an industry report will be presented during the conference, which is scheduled to open on Wednesday. He said they will restudy their projection and look into whether to maintain or increase it.
CCAP president Benedict Hernandez, meanwhile, said in a press statement that the “contact center industry continues to post growth every year. In 2012, the industry grew 19 percent and chalked in revenues of $8.9 billion.”
But he stressed that “for the Philippines to remain as the leading contact center destination in the world, the industry needs the support of government and local utility providers to replicate this annual growth.”
There are more than 800 contact centers in the Philippines employing half a million Filipino professionals. Every year, around 100,000 Filipinos are added to the industry’s workforce and this is expected to grow to 800,000 employees by 2016, CCAP said in the press statement.
The ICCCE on Aug. 28 to 30 will be held in Radisson Blu Hotel Cebu and Shangri-la’s Mactan Resorts and Spa.
Among the highlights of the conference is the “State of the Industry Report,” in which Hernandez will unveil the latest growth forecast of the organization, which counts more than 90 companies as current members and accounts for 80 percent of total industry revenues.
CCAP said the report is sought after by industry analysts, investors and government as it tracks the future prospects of the industry. Foreign delegates also anticipate the report as it will provide an inside track on the country’s global leadership.
Among the key activities of the conference is the CEO Forum on Day 2, where top officials of contact center companies throughout the country will discuss issues besetting the industry. Among the issues tabled for discussion are foreign exchange risks, sustaining the talent supply, sustaining the cost advantage of Philippine operations and addressing legislative and regulatory issues.
Uligan said the issues will then be presented in plenary the next day.
World’s largest conference
“It is with great pride that we bring the world’s largest contact center conference to Cebu to open its doors to the world of global outsourcing.
Cebu has much to offer by way of its talented and friendly people, modern infrastructure, and sound business climate,” Hernandez said in the press statement. “This year’s ICCCE carries new features relevant to industry professionals and is a must-attend event to spot business opportunities in the growing Philippine contact center industry.”
Among the topics ICCCE 2013 will tackle are managing the effects of currency fluctuations to business competitiveness, the emerging geo-political forces and its effect on outsourcing, risk-proofing growth plans and strategies, manpower sourcing, and integrating social media, big data, analytics and mobile computing in customer relations. (PR)
Published in the Sun.Star Cebu newspaper on August 27, 2013.