PH contact center sector needs more leaders amid continuous growth

CCAP President Jojo Uligan

The country’s contact center sector is continuously growing. That is why there is still a growing need for more competent leaders among its workforce. This was the resounding message of ‘Leadership in the Age of Disruption,’ a twin-billed learning event recently facilitated by the Contact Center Association of the Philippines (CCAP) and the Department of Information and Communications Technology (DICT).

During the GenNext Leadership Forum for next-generation leaders, which was attended by middle managers and non-C-level officers from various local call center firms, several prominent executives and thought leaders of the industry shared insights on how future leaders in the sector can prepare their selves so they can face the challenges of leadership roles especially in this age of disruption.

Top leaders of various call center companies gathered in a panel discussion. Photo shows (from left) John Clements Consultants, Inc. President and CEO Carol Dominguez, Cognizant Country Head Kamal Narang, Convergys Asia-Pacific President Ivic Mueco, Infosys BPO Philippines Country Head Ayhee Campos, and Infosys BGC Delivery Center Site Lead Aura Guacena.

The need to update skills
“To be able to keep jobs, to maintain growth levels of the industry, and to further build more jobs, we need to re-skill people,” said Infosys BPO Philippines Country Head Ma. Rhodora ‘Ayhee’ Campos in a panel discussion of the GenNext Leadership Forum. She advised managers to take time to learn on their own and not wait for formal training initiated by their companies. “Invest in your education. Let’s learn and re-skill ourselves,” she said.

All other speakers in the forum agreed that local call center firms should collectively address the challenges of the times. They emphasized the need for leaders to understand ‘digital’ operations more and learn more skills, especially analytics (‘eye for data’) so they can properly and effectively lead their teams in managing the complexity of modern transactions.

For a united sector
The leadership forum was held simultaneously with another event, the Team Leader Summit, which was participated in by team leaders of various contact centers. In the summit, several successful senior managers were tapped to share their experiences to bring inspiration and set as examples to team leaders, who are touted to become future managers of their respective companies.

“There’s a lot of interesting discussions; people really had interaction—between speakers, panelists, and audience,” said CCAP President Jojo Uligan. “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.”

“For us to be able to create more jobs for more Filipinos, we need to understand that. We need to work together. There are lot more things to do,” he explained.

The next sessions of GenNext Leadership Forum and the Team Leader Summit will be held in Alabang on April 23, in Cebu City on May 28, and the Bonifacio Global City on August 13.

To learn more about these events and to reserve seats, get in touch with the CCAP Secretariat Office at +63 2 843-0603 or email Aissa Benitez at