by: Sidney Liquigan
On March 21, 2018, the Contact Center Association of the Philippines (CCAP) and the Department of Information and Communications Technology (DICT) facilitated the GenNext Leadership Forum with the theme "Leadership in the Age of Disruption". The GenNext Leadership Forum was attended by middle managers from different call center firms in the Philippines. The forum served as a venue for next-generation leaders to hear insights and learn from industry thought leaders and prominent executives who were invited to speak at the event.
Simultaneous with the GenNext Leadership Forum is the Team Leader Summit, which was attended by contact center team leaders with senior managers invited as speakers.
Throughout the events, the recurring message implied was the need of Philippine contact centers for more competent leaders as the sector continuously grows. The speakers shared how future leaders in the contact centers can prepare for the challenges that come with being a leader in the age of disruption.
As innovations in technology continue to evolve, the speakers emphasized the need to update skills in order to maintain growth and create new opportunities. The future leaders were advised to continue learning on their own instead of waiting for formal training opportunities to arrive. Call centers were also advised to address the challenges of complex digitized transactions by encouraging the further understanding of digital operations and analytics.
"We need to continue the education, the partnership, the collaboration so everybody will understand exactly what we need to do as an industry, as a country to be able to capture the growth and to be able to capture new potential business opportunities," said CCAP President Jojo Uligan.
The GenNext Leadership Forum and Team Leader Summit comprise a series of sessions. The second session was held last April 23 in Alabang, and the next two will be on May 28 in Cebu City and August 13 in BGC.
by: Sidney Liquigan
According to Colliers Philippines, the total office supply in Cebu would reach about one million square meters in 2018, as reported by SunStar Cebu.
Office leasing in Cebu is mainly driven by BPO companies, with call centers representing more than 50% of total office leases and knowledge process outsourcing (KPO) firms representing 20% in 2017.
Colliers Philippines predicts that for this year, offshore gambling will also become a main player in Cebu's office leasing activity. In 2017, offshore gambling represented 25% of total office leases. Total office transactions in 2017 were at about 107,000 square meters.
"In Manila, offshore gambling is driving the leasing activity of properties, which also have condominium components. And with the continued rise, we expect the same trend to replicate here," said Colliers Philippines Research Manager Joey Roi Bondoc.
Property developers who offer their office spaces to offshore gambling firms were advised by Bondoc to consider building condominiums to complement the offices. As the new office spaces open job opportunities, more workers may need to look for living spaces that are near the business districts.
Furthermore, if Cebu’s local government units would extend local regulations that are more beneficial for businesses like offshore gambling, Colliers Philippines could see an increased growth from the offshore gambling industry in the next two to three years.
As for KPO and business process management (BPM) firms, their annual growth in terms of office transactions is expected to be consistently at around 10% until 2020.
Colliers Philippines also sees the government's 'Build, Build, Build' and decentralization initiatives to be favorable to the office leasing growth in Cebu. The government's programs are said to encourage more offshore gambling and BPO companies, as well as other businesses, to consider the province as a viable location.
"We encourage both landlords and tenants to explore business opportunities within the Call Center City that the local government proposes to develop with the private sector; build office space that could accommodate non-outsourcing and traditional businesses that require smaller cuts; assess the needs of offshore gambling; and open more flexible workspace," Colliers Philippines stated.