Philippines Call Center Information

The Contact Center Association of the Philippines (CCAP) announced its lineup of conference topics in preparation for the CCAP Annual Call Center Conference & Expo 2008, the country’s premier learning and networking event for the call center industry.

The two-day flagship convention, exhibit, and job fair of CCAP will be held this July 23-24, 2008 at a new venue – the SMX Convention Center, Mall of Asia Complex, Pasay City. Now on its fourth successful run, it is the annual gathering of executives, managers, supervisors, and agents of outsource and in-house contact centers.

People Management Still Key to Philippine Call Center Industry’s Success, Call Center Conference to Revolve Around Personnel Issues

“We are covering a number of critical issues at this year’s convention. But the underlying theme for many of the topics has a lot to do with managing people. The call center industry after all is and will always be a people business,” explains Raffy David, founding CCAP director and newly elected head of its Membership and Events Committee.

The conference features break-out sessions on Operations, People, Solutions, and Career Development. “Across the board, this year’s topics touch on the various aspects of people management. It’s not just an HR issue,” points out CCAP executive director Jojo Uligan.

Some of these topics that have a people component include “Leading a fast-growing call center company,” “The quality evolution,” and “Workforce management is not just a numbers game” under the Operations Track; “Recruitment marketing techniques,” “Life on the graveyard shift,” and “Helping employees adapt to constant change” under the People Track; “Tapping the reach of home-based agents,” “Analytics to action: From data to information to implementation,” and “Data police: Effective information security systems” for the Solutions Track; and “The power of emotional engagement,” “Friday night lights: Frontline coaching techniques,” and “Using emotional intelligence to manage your team” for the Career Development Track.

The conference will also tackle global trends, technology, currency fluctuations, regional expansion, and other critical issues. “All these have a major impact on individual call center operators. But the main constant will always be people. It remains the key to our industry’s success,” David says.

Uligan adds that CCAP’s annual conference and expo has become the must-attend learning and networking event for the industry’s professionals. “We learn from our collective experience. Our members, representing more than 90 percent of all contact center seats in the country, have a lot to share in terms of best practices. We have experts from the academe, information and communication technology, and other sectors who will add their own in-depth knowledge in managing people, operations, and resources;” he says.

Those interested in attending may avail of the 20% early bird rate on or before June 15, 2008, after which full rates apply. Early bird registrants pay only P6,400 (instead of P8,000) for a Two-Day Pass and P4,000 (instead of P5,000) for a One-Day Pass. Group discounts are also available. Special rates apply to CCAP members. Fees include seminar materials, snacks, lunch, and certificate of participation.

Interested parties may contact the CCAP Secretariat at tel. no: 889-7763 or telefax nos. 886-4407 and 844-8341 or email events@mediafocus.com.ph.

About CCAP

The Contact Center Association of the Philippines (CCAP) is the official organization of outsource and in-house contact center service providers in the country. It was established in October 2001 by seven founding member companies. Today, it counts 37 of the largest local and multinational contact centers in the country, namely Accesscall, Admerex, Advanced Contact Solutions, AIG, Alorica, ContactCenter.Com, Convergys, ePerformax, eTelecare, Havenlink, , HTMT, IBM Daksh, i-Contacts, ICT Group, Infocom Technologies, Infonxx, Logicall, Mirof Comlink, MPI Outsourcing, NCO Group, One Global Contact Center, One World Connections, PacificHub, PeopleSupport, Pilipinas Teleserv, Rainmaker Asia, Siemens, Sitel, Sterling Global, Sykes, Teleperformance, TeleTech, Telus, TRG, Visaya KPO, Vision-X, and Winsource Solutions. Learn more about CCAP at /www.ccap.ph/.