The Contact Center Association of the Philippines holds the International Contact Center Conference and Expo 2012.
With the theme, "The Future of Outsourcing," economists, analysts and players give insight into the direction the business process outsourcing industry should be taking.
RAPPLER's Katherine Visconti brings you updates straight from the SMX Convention Center in Pasay City. Join us in this two-day event.
I'll be tweeting updates from ICCCE. I'm expecting a lot of the speakers to talk about the future of BPO and the call center industry.
On the topics of call centers and outsourcing, let me know if you have questions or issues you want to hear more about @rapplerdotcom
DTI Sec Domingo: BPO industry is near and dear to my heart
Domingo: IT-BPO is a main focus of the gov't along with IT- tourism, agriculture, electronics manufacturing and SMEs
Domingo: Gov't was forecasting 15% growth for BPOs in 2011 but in that yr industry grew by 24%, way exceeding initial expectations
Domingo: Despite an already huge base BPO will grow at between 15% and 20% this year
Angara: We used 2 say our filipinos abroad r propping up our economy, a pillar, now we know that this particular sector will be the pillar
Senator Angara speaks about growth and innovation moving from the West to Asia
Angara: Only through power of technology can we lift up living standards of Filipinos and bring it perhaps on par w/advanced ASEAN countries
Angara: Gov't putting money towards reforming curriculum and make it relevant to this increasingly impt industry in our country
Angara: Our number one problem is poverty and we need to create jobs in the provinces where they will help as many as possible
Angara: We have to create hubs in the provinces, and we have to do it quite fast... to provide many young Filipinos w/better jobs
Raffy David, Chair of the Contact Center Association of the Philippines, expects 8,000 to attend ICCCE over the course of the 2 day event
All the big boys in Philippine outsourcing seem to be sponsoring ICCCE - Convergys, PLDT Alpha Enterprise, Globe, EGS etc.
CONTEXT: The Philippines is known as the call center capital of the world and has overtaken India in voice services
Contact Center Association of the Philippines (CCAP) says it represents 80% of local BPOs
President of CCAP Benedict Hernandez forecasts 19% growth in BPO industry in 2012
Hernandez: We are forecasting faster than global market growth in PH
Hernandez: Almost half a million will be working in our industry at the end of this year, that's something that makes me terribly excited
Hernandez expects 15% CAGR between 2013-16, 862,000 jobs by end of 2016 and $14.7 billion in revenue. P.S. That's BIG money!
Hernandez: 10 years ago this (industry) was nothing, now we're talking almost 15 billion dollars worth of revenue
Hernandez: PH number 1 brand in voice. "The rest of the world thinks if it's got to be voice, it's got to be the PH."
Hernandez: We've never seen this level of support from gov't
Hernandez says challenge is rise of peso against dollar versus rupee against the dollar, we will monitor to see impact on market
Hernandez: We've got to maintain a consistent regulatory environment, our message to the senate is - the formula is working, don't change!
Hernandez cites challenges for BPO as perceived natural disasters, cost inflation (currency flux) and talent retention
Hernandez: "The main question for us is can we sustain this (growth in the industry)?"
Hernandez: More companies are expanding outside NCR
Hernandez: We still see dominance of US as a market, but every year that continues to shrink
Hernandez: Talent is our biggest problem, so we have programs this year that will touch +100,000 scholars and students
There is a TON of turn over in call centers. Hernandez: We are seeing that attrition rate for the year is around 65% to 66%.
Hernandez cites Washington Sycip's statement from yesterday's econ briefing abt why PH is so behind other countries after being ahead in WW2
Hernandez: We need to keep looking ahead to being a leader 10 years out!
Undersecretary of ICTO Louis Napoleon Casambre: This event will showcase why the Philippines is a world class location for call centers
Google's Johan Segergren: We launch about 1 million new androids every day, it's why they say mobiles will be the death of the PC
Johan Segergren, General Manager of Google Enterprise in Asia Pacific: we've seen big companies stumble, sm companies are agile.
Segergren: you don't need to invest upfront anymore, with cloud computing PAY AS YOUR GROW, pay for what you use and nothing more.
Segergren: "At Google we're all about investing in people. People are our greatest resource."
Sherie Ng, Managing Director of NICE Systems, says she thinks the next big thing is about big data and organizing it