English, flexibility keep Pinoy call center agents ahead of competition

Proficiency in oral and written English and flexibility in dealing with foreign cultures remain the key advantages of Filipino contact center agents over those of other countries in Asia – including China, the Contact Center Association of the Philippines said Wednesday.

“We see no challenges because… [China has] a big domestic market [and] they should be served,” Benedict Hernandez, CCAP president, told reporters during a briefing in Makati City.

“The Philippines has the edge in the English language. Voice wise, the Philippines has the advantages over China,” Hernandez noted.

China is among nine countries that taking part in the upcoming International Contact Center Conference and Expo (ICCCE) 2012 – Sept. 18 to 19 – at SMX Convention Center in Pasay City.

“China is really a big player, said CCAP director Bong Borja. “They’re trying to learn English like crazy.”

Despite having overtaken India as the No. 1 when it comes to global outsourcing, Hernandez said the Philippines should not be complacent and be contented with its achievements.

“We will never rest on our laurels. We should still maintain our status as the number one in the world – even the future changes,” he said.

The industry should continue thinking ahead, like 10 years from now. “We don’t want to slide back,” Hernandez added.

To be tackled during the eighth ICCCE are trends in geo-politics, technology, workplace, education, outsourcing, and how contact centers can adapt to these developments.

Expected to become a $25-billion industry by 2016, IT-BPO is undertaking a series of visibility initiatives to highlight rewarding career opportunities available to Filipinos.

But the industry needs motivated and highly qualified professionals, Hernandez noted.

This year, business process outsourcing is expected to generate at least 120,000 new jobs for the highly skilled in knowledge process outsourcing The industry aims to employ 1.3 million Filipinos by 2016.

The IT-BPO industry generated $11 billion in revenues and employed more than 640,000 direct employees last year.

The Business Processing Association of the Philippines said the Data Privacy Act signed into law by President Benigno Aquino III last month was an industry milestone that could heighten interest of global investors in BPO. It was an “important first step to ensure competitiveness of the IT-BPO industry.”

CCAP is the trade group representing 81 global and local contact centers operating in the Philippines. — VS, GMA News