Call Center Revenues Reach $5b In ‘09

MANILA, Philippines – The Call Center Association of the Philippines (CCAP) reported that its revenues has reached the $5 billion mark this year, beating last year’s $4.5 billion.

This year is by far the biggest growth the industry achieved since the CCAP was formed in 2001.

In his report during the recent Call Center Conference and Expo 2009, CCAP President Benedict Hernandez said call centers in the Philippines hired an additional 90,000 people in 2009, adding to the total of 275,000 employees.

The industry has a yearly hiring growth rate of 15 percent, according to CCAP. While the hiring rate remains at only eight percent, this is still nearly twice the acceptance rate from last year.

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Top 10 call center technology must-haves

There's a plethora of sophisticated call center technology available to operate a call center. The challenge is to select the right technology, implement it properly, and then optimize performance on a day-to-day basis, says Donna Fluss. In her latest column, Fluss outlines 10 call center technology options no center should be without.

I'm frequently asked what call center technology is essential to build an effective call center. Of course, the answer to this question depends on many things, including the purpose of the call center, its size, the supported channels (calls, emails, chats, faxes, etc.) and the location(s) of the call center. A call center can be complex and technically sophisticated or a relatively simple operation, depending on the needs of the organization. (See Figure 1.) There's a plethora of sophisticated call center technology, systems, applications and tools available to operate a call center. The challenge is to select the right technology, implement it properly, and then optimize performance on a day-to-day basis. Below are some of the must-have technology options for today's call centers:

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