Contact Centre Association of Philippine (CCAP)

Our Vision/Mission

Contact Center Association of the Philippines (CCAP) count as members only
those who assiduously work towards operational excellence. We are committed to the
promotion of the Philippines as the country-of-choice for outsourced contact center services.
Collectively, we will uphold and continue to improve the quality of the services we provide.
Together, we will tap, hone and guide towards productive ends the skills, talents and traits for
which the Filipino is known worldwide: our friendly attitude and innate warmth as a people, the
high literacy and education of our workforce, their technical prowess, innovation multi-lingual
capability and dedication to work

Association Achievements

CCAP has been successful in promoting the Philippines as the country-of-choice for contact center services, having participated in numerous international call center and business process outsourcing conferences and trade shows. It has also been at the forefront in develop professional standards and practices through regular membership meetings. Its flagship event, the CCAP Annual Call Center Conference & Expo, has drawn thousands of participants every year. In addition, CCAP organizes various learning and networking events for startup call centers and call center professionals. It also works actively with various stakeholders, such as the government, academe, and vendors to further the industry’s contribution to the national economy and strengthen its market position worldwide

About Us

Name of APCCAL Member	Contact Center Association of The Philippines (CCAP)
Address of APCCAL Member	17 Flr, Rm O  Burgundy Corporate Tower, Sen Gil Puyat avenue, Makati City, Philippines 1200
Membership Profile	Practitioners : 40 comprising 90% of all contact center seats in the Philippines
Country of Incorporation	Philippines
Date of Incorporation	August 2001
Name of Head of Member	Jojo J. Uligan
Name of Alternate Representative	-
Member Association Email	jojouligan@ccap.ph or jojouligan@yahoo.com
Member Association Contact	+ 632-856-0557
Member Association Website	www.ccap.ph

Country Profile

Country	Philippines
No. of seats in Country	120,000
Project Growth of Contact Centre	35%
Market Size (in $ term)	US$3.3 billion
Key Attractions / Strength of Country for Contact Centre Industry	1) Quality of Service
	2) The Filipino People  ( Global knowledge Professional )
	3) Fully redundant Infrastructure ( telecommunications, Power , networking  and others)
	4) Government Support  ( like  tax incentives/ holidays)
	5) Cost effective
Industry Profile (in % terms)	-
	-
	-
Primary Location	Makati City , Ortigas, Quezon City, Baguio, Cebu, Batangas, Iloilo, Pampanga, Davao, Cagayan De Oro, Dumaguete,  Novaliches, Marikina City
Industry Statistics	1) Avg Service Level Targets : N/A
	2) Avg Call Abandon Rates :  N/A
	3) Avg Cust Satisfaction Rate :  N/A
	4) Avg Staff Satisfaction Rate :  N/A
	5) Avg Staff Turnover (External) :  N/A
	6) Avg Unplanned Leave Rate : N/A

Information updated on 24th March 2008