Call centers must grow or risk losing business, experts warn

CCAP Executive Director and Chairman Jojo Uligan
CCAP Executive Director and Chairman Jojo Uligan

MANILA, Philippines — Noda Interaction Platforms, a leading developer of software solution for in-house and outsourced contact centers, holds the First Annual Noda Contact Center Forum 2014 (NCCF) to support Philippine outsourcing industry and the emergence of a new generation of call centers.

As the call centre industry in the Philippines is under the need to adopt ways to retain its number 1 status, the NCC Forum seeks viable responses to business concerns in terms of call centers’ operational efficiency, implementing new technological developments and raising the skill level of call center agents.

The plenary session entitled “New Challenges for In-House and Outsourcing Contact Centers in the Philippines” tackles critical aspects and trends of the future development and improvement of the call center and business process outsourcing (BPO) industries in the Philippines to address the challenges the country faces, and respond sufficiently. The underlying “all hands on deck” approach is a must — as sweeping changes in the behaviour of consumers are already forcing call centers to begin transforming themselves so as not to lose clients.

“The future success of the Philippines on the global voice outsourcing market depends primarily not on low costs of the work force, but on the quality of the services offered and how well resources are utilized and expenses streamlined. There are two main success drivers: the first is highly qualified management that pays fixed attention to boosting call center efficiency and streamlining expenses while also boosting income at the same time. That, coupled with next generation IT solutions, enhances performance by automating all major business processes.” – said Andrey Zaitsev, CEO at Noda Interaction Platforms.

The NCC Forum also serves as a strategic venue to raise important questions regarding the rising requirements from the call center customers, and demand for producing a much higher quality of skilled workers through specialized degree courses. According to the IBPAP roadmap, improved educational support for call centers workers would better support current accounts and accommodate future market needs.

CCAP Executive Director and Chairman Jojo Uligan underscores that employees’ skill sets must be reinforced as early as possible to avoid a “mismatch” between the knowledge acquired from formal education and the requirements expected by the customers. The types of calls the contact center agents receive now are vastly different from what they used to be more than a decade ago.

Joining Mr. Uligan in the NCC Forum roster of speakers are: Noda Interaction Platforms CEO Andrey Zaytsev, IBPAP Executive Director for Talent Management Penny Bongato, Contact Center World (CCW) Association President Raj Wadhwani and Chalre Associates Executive Search Founder and Chairman, and Asia CEO Forum Chairman, Richard Mills. The host and facilitator of the plenary session is Kim Bernardo-Lokin, a former member of the Philippines’ House of Representatives, managing editor of Business+Class Magazine and business columnist of The Manila Times.

The NCC Forum and its preceding session stress that growing global industry requirements and solutions have to be formulated collectively and collaboratively by several parties: in-house and outsourcing call centers, professional organizations (CCAP, IBPAP), and the national government. Readiness and willingness to adopt new and more innovative solutions that would elevate the level of operational efficiency of the call center environment and raise a call center agent’s productivity is a mission-critical and business element that needs to be faced in an age where the only thing constant is change.

The first part of the plenary session includes production for the second episode of BPO Talks, an online talk show focusing on the lucrative contact center industry, and featuring BPO executives and other industry stakeholders.

[stextbox id=”astig”]For more information on the 2014 Contact Center Forum, please visit[/stextbox]

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