At the International Contact Center Conference and Expo (ICCCE) in Cebu, Benedict Hernandez, President of the Contact Center Association of the Philippines (CCAP), said the weak peso is favorable for local outsourcing and the call center segment. He explained that the strong peso is detrimental to the local outsourcing sector as it makes the operational costs in the Philippines more expensive than its neighboring counterparts.
Hernandez cited India as an example, where every time the peso strengthens, the operational costs of business process outsourcing (BPO) in the country become 25 percent less expensive. However, he noted that even with the substantial difference in rates, the Philippines’ competitive advantages make it a preferred outsourcing destination.
He added that the strong brand of the Philippines as an outsourcing destination that possesses great work ethic from employees, affinity to Western culture, and exceptional English communication skills reinforces its position in the voice outsourcing segment.
Meanwhile, Everest Group Vice-president H. Karthik said the weak peso is more vital in the non-voice and information technology segment of outsourcing. The executive noted that call center firms in the Philippines should offer differentiated services at lower costs to maintain its leading position.