by BUsinessWorld, Mar 26, 2019
THE Contact Center Association of the Philippines (CCAP) said the sector has been investing “heavily” to upgrade talent amid the growing demand for professionals who can take on higher-value tasks.
“Mid- and high-skilled jobs are seeing more demand in our industry. Our professionals are now finding themselves more engaged in complicated tasks that require experience or specialized expertise paired with abstract reasoning and situational response/autonomy,” CCAP President Jojo J. Uligan said in a Tuesday statement.
“The industry is investing heavily in training for both entry-level and tenured positions,” he said.
Based on the results of an internal study by CCAP, mid- and high-skilled jobs in the contact center sector account for 85% of positions.
Earlier, market research firm Frost & Sullivan estimated that about 73% of the global business process management industry will involve mid- and high-skilled jobs by 2022.
The sector now focuses on delivering “customer experience” with the aim of offering quick and accurate resolutions, personalized interactions, self-service options, and interaction via customers’ preferred channels.
Delivering these requires contact center professionals to learn how to complement their work with automation, data analytics and other emerging technologies, CCAP said.
Currently, the business process management (BPM) industry generates annual revenue of $27.1 billion.
The contact center segment accounts for more than half, generating annual revenue of $14.6 billion and employing more than 890,000 call center professionals.
The Philippine BPM industry accounts for about 18% of the total global IT-BPM industry of about $83 billion, CCAP said, citing data from the global think tank The Everest Group.
In a previous analysis by consultancy Frost & Sullivan, tasks that require basic skills are projected to decline 29% worldwide by 2022.
At the same time, mid-skill jobs are expected to rise 12%, while positions that require higher skills are projected to grow 19%. — Janina C. Lim
March –
IT’S WOMEN’S MONTH!
“Respect and support women
every day of the year/s!”
Invoke Article 33 of the ILO Constitution
against the military junta in Myanmar
to carry out the recommendations of the 2021 ILO Commission of Inquiry
against serious violations of protocols of
Forced Labour and Freedom of Association.
Accept the National Unity Government (NUG)
of Myanmar. Reject Military!
#WearMask #WashHands
#Report Corruption #SearchPosts #TakePicturesVideos
Monthly Observances:
Women’s Role in History Month
Weekly Observances:
Week 1: Environmental Week;
Women’s Week
Week 3: Philippine Industry and “
Made-in-the-Philippines Products Week
Last Week: Protection and Gender-Fair Treatment
of the Girl Child Week
Daily Observances:
March 8: Women’s Rights and
International Peace Day;
National Women’s Day
March 4: Employee Appreciation Day
March 15: World Consumer Rights Day
March 18: Global Recycling Day
March 21: International Day for the Elimination
of Racial Discrimination
March 23: International Day for the Right to the Truth
Concerning Gross Human Rights Violations
and for the Dignity of Victims
March 25: International Day of Remembrance of the
Victims of Slavery and the Transatlantic Slave Trade
March 27: Earth Hour
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