Despite the ongoing threats from competitors offering services at lower costs, the Philippines is still recognized as the preferred destination for call center operations and healthcare services.
According to Benedict Hernandez, President of Contact Center Association of the Philippines (CCAP), the country’s strong brand reinforced its position in the contact center space. He added that the country’s key strengths such as excellent English communication skills, genuine aspiration to deliver, and affinity with Western culture make it an ideal outsourcing destination.
Moreover, Hernandez said strong peso versus the dollar can hurt the local industry because it makes services in India even less expensive. He added that a weaker peso is more favourable.
Meanwhile, H. Karthik, Everest Group Vice-president for global sourcing and one of the 62 CEOs who attended the CEO Forum at the International Contact Center Conference and Expo (ICCCE) 2013 in Cebu, said non-voice and IT processes are the segments affected by the weak peso. However, he said the Philippines has competitive advantage in skill, cultural affinity, and quality.
The executive noted that contact centers in the Philippines should offer differentiated services and become more economical to maintain its top position.