Thousands Flock to CCAP Call Center Conference & Expo 2006
By Paul Catiang

On June 20, 2006,— The CCAP Call Center Conference & Expo 2006 hosted some 7,000 delegates, visitors, participants, and job seekers during the two-day event on June 20 and 21, 2006 at the EDSA Shangri-La Hotel.

The event was the country's premier learning, networking, and recruiting event for the contact center industry. This year's theme was “Sustaining the industry's hypergrowth.”

This annual event was organized by Contact Center Association of the Philippines (CCAP), which counts among its members 28 of the largest local and multinational outsource call centers, representing more than 90 percent of the total number of seats nationwide. 

Aimed at managers and executives from outsourced and in-house call centers, there were two plenary sessions and four conference tracks this year. The plenary sessions featured keynote speeches as well as an industry update.

The Operations track tackled performance, forecasting, scheduling, marketing, metrics, financial management, and workforce management, and was targeted at managing directors, call center managers, operations managers, customer department managers, finance directors, business development officers, and the like.

Hiring, retention, compensation and incentives, leadership development, training, and more were covered in the People track, which was directed at HR managers, training managers, and so on. CIOs, IT managers, and system administrators interested in learning about the latest technologies in applications, telecommunications, and networking attended the Solutions track.

This year, a new track was added to the conference to emphasize one of the major issues of the industry: developing young call center professionals into supervisors and managers. Dubbed the Career Development track, gave frontline customer service representatives and team leaders the keys to call center career success.

The exhibit featured around 60 vendors and service providers from the information technology, telecommunications, real estate, health care, financial services, and training sectors.