RP call centers still growing despite crisis

Hiring rate also higher, study shows

TAGUIG CITY, Philippines – Amid economic pressure and low operational expenditure from global markets, the country’s contact center business will remain robust until the end of the year, according to a study commissioned by the Contact Center Association of the Philippines (CCAP).

During the kickoff for its upcoming industry conference, CCAP president Benedict Hernandez revealed that they commissioned a study from Pricewaterhouse Coopers to validate some of the concerns of the local industry.

Hernandez said results of the study are currently being evaluated by CCAP and will be revealed during the CCAP Call Center Conference and Expo 2009 in mid-July.

He did reveal some results of the study, citing 15 percent year-on-year growth for the industry in terms of employment and revenues.

The study also showed the general acceptance rate for new employees is slightly higher at seven to eight percent. “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.

CCAP has been working with several educational institutions and government offices, including the Technical Education and Skills Development Authority (TESDA), to train potential employees in English proficiency and other related skills.

Hernandez added the study showed an attrition rate of about 57 percent in the country’s call center industry. In comparison, India’s attrition rate is purported to be 80 percent.

He added CCAP is thinking about conducting the study on a quarterly basis. “We still have to tweak the questions so that only the important ones are asked,” said Hernandez.–Alexander Villafania, INQUIRER.net