Talent ‘biggest challenge’ of BPOs-A A +A
By Mia A. Aznar
Sunday, September 1, 2013
AMONG the biggest challenges contact centers face is talent supply and retention.
Aside from getting the qualified workers they want, the industry still suffers from an image perception, especially from parents, said Raffy David, chairman of the Contact Center Association of the Philippines.
David, at the closing of the International Contact Center Conference and Expo Friday, admitted that most parents don’t see working for a contact center as a viable career option for their children.
However, he hopes they can eventually change that perception and get students to enter courses that will prepare them for contact center and other business process management work.
David said that if those who work in the industry are proud of what they have achieved–employing over 500,000 and growing at unprecedented levels–they can change the way the work is perceived by letting the world know the impact the industry has made in the economy. He expressed optimism that with supporting programs from the government and CCAP, talent problems can be addressed.
In a survey made on CCAP member companies, 63 percent cited English skills as their biggest problem concerning talent and 49 percent cited talent supply.
Many are also concerned about cost competitiveness. Some 70 percent cited power costs as a challenge while 50 percent cited the strengthening currency as a problem. Some 43 percent said human resource costs as a challenge for them.
CCAP president Benedict Hernandez said that with the strengthening peso, cost challenges have been amplified in this year’s survey.
Also in the list of challenges for contact centers are SME support and legislative and regulatory issues.
A good 47 percent noted access to the market as a challenge while seven percent cited access to capital as an SME support challenge.
Companies also cited government not being supportive to business process outsourcing (17 percent), poor local government support (five percent) and weak incentives programs (eight percent) as some of their problems in terms of legislative and regulatory concerns.
Published in the Sun.Star Cebu newspaper on September 02, 2013.