CCAP brings int’l contact center event to Cebu

MANILA, Philippines - The Contact Center Association of the Philippines (CCAP) is organizing the 9th annual International Contact Center Conference and Expo (ICCCE) in Cebu.

Featuring the theme “Where the World Meets the Philippines,” the ICCCE is the premier learning and networking event for local and international players in the voice industry.

One of the world’s largest and most respected industry events, the three-day conference brings together companies, voice-based vendors, stakeholders, policymakers, and service and training partners at the Shangri-La’s Mactan Resort & Spa and Radisson Blu Hotels & Resorts to discuss industry issues, training and development programs for contact center professionals, innovation, and best practices.

An exhibit of the latest products and solutions for voice-based services also awaits attendees and delegates from all over the world.

“The ICCCE will serve as a venue where the industry could focus on various concerns; support, optimize, and learn from each other; and ultimately show the stakeholders that the contact center is a booming industry ran by people who are doing very well and are serious about it,” says Raffy David, CCAP director and chairman of ICCCE 2013.

“It will continue to be a convergence of industry players to showcase their uniqueness and best and latest offerings to the world. This year, CCAP is bringing the Philippines closer to the rest of the world through this premier conference,” David adds.

CCAP president Benedict Hernandez will present the State of the Industry Report and provide updates on industry revenues, employment, growth rates, market position, and cutting-edge technologies.

Hernandez will also tackle measures undertaken by the industry to support and protect the health and welfare of its 497,000 highly trained, highly competent contact center professionals.

In 2010, the Philippines overtook India as the leading destination for voice services. By end-2012, employment in the voice sector grew by 19 percent, adding 81,000 net new jobs for the Filipino workforce.

Revenues grew at a healthy clip of 18 percent, earning $8.7 billion in revenues. The Philippine contact center sector is still the largest in the world, making it the destination of choice for customer relations management.