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PH Call Centers Remain Confident despite Stronger Peso

by: Sarah Joson

Friday, September 14, 2012 | Outsourcing News |

Call centers in the Philippines are not alarmed with the impressive performance of the peso against the dollar for the past consecutive weeks, with the peso opening at P41.61 to the US dollar last Wednesday. In a press briefing, the Contact Center Association of the Philippines (CCAP) said they are not "overly concerned" with the rise and fall in foreign exchange rates.

During the media launch of the International Contact Center Conference & Expo (ICCCE) 2012 in Makati City, CCAP President Benedict Hernandez said they are always on the lookout for the ups and downs of the exchange rate, but are not fixating on the issue. The Philippines is still perceived as a feasible destination for call center operations.

Filipino call center employees make PH leading destination for voice-based processes

Hernandez added that the work ethic and skills of Filipino call center employees are key factors that make the country a leading destination for voice-based processes.

On the other hand, CCAP Executive Director Jojo Uligan said should the peso appreciate beyond P41, it would be detrimental to call centers. Moreover, he said it will affect the operations of call centers as expenses are in pesos but clients pay them in dollars. If the peso further strengthens against the dollar, they would have to increase pricing of services. This will then result to more challenges as existing clients will surely be displeased and charging new ones at a higher rate will result to fewer leads.

Issues that will affect the business process outsourcing (BPO) industry, including the appreciation of the peso, will be discussed at the ICCCE 2012 on September 18 and 19 at the SMX Convention Center in Pasay City.


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