Philippine Call Center No Need to Refocus
While President Gloria Macapagal-Arroyo herself has urged the business process outsourcing (BPO) to focus on higher-value services, there is no cause for call centers to “refocus,” according to the head of a local industry group.
In her State of the Nation address last Monday, President Arroyo urged the country’s BPO sector to focus on higher-value outsourcing work such as accounting.
That, however, does not mean call centers should be moving out of voice services anytime soon.
“There is no conscious effort from our part just because the President says something like that,” said Raffy David, director of industry group Call Center Industry Association of the Philippines (CCAP), composed of more than 30 call centers.
“We are primarily focused on doing what we do well which is voice and other contact center based services like chat and email support,” David added.
