THE call center industry in the Philippines is gearing up for a recovery in the third and fourth quarters of the year but for now is recasting its targets as volumes fall and business shifts due to the new coronavirus 2019 disease (COVID-19) pandemic, according to Jojo Uligan, president of the Contact Center Association of the Philippines (CCAP).
H Karthik of the Everest Group said the Philippine contact center industry should look for long-term opportunities brought forth the pandemic offered by enterprises and their buyers now rethinking their business by outsourcing more.
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