Presentations Led By Industry Veterans and Top Subject Matter Experts

MAKATI—In line with the theme “Navigating Through the Global Crisis,” the CCAP Annual Call Center Conference & Expo 2009 to be held this July 15-16, 2009 at the SMX Convention Center, Pasay City, will zero in on key areas related to generating revenues and lowering costs.

The two-day gathering is the flagship event of the Contact Center Association of the Philippines (CCAP), which attracts around 6,000 executives, managers, supervisors, and agents of outsource and in-house contact centers. Now on its fifth run, the convention, exhibit, and job fair features more panel discussions with CEOs, analysts, economists, support sectors, and call center agents; 32 new conference topics on operations, HR, technology, and career development; a new conference track for call center startups called Call Center 101 Plus; more booths at the expo with the latest products and services; and a bigger job fair with more job openings. It also boasts of some of the industry’s most respected veterans and C-Level executives as well as leading subject matter experts, promising a one-of-a-kind learning experience.

The Operations Track, which focuses on generating revenues and cutting costs, will feature top call center executives including Dave Rizzo, Regional VP for Operations for Teleperformance; Roland Gaerlan, VP for Business Development of Advanced Contact Solutions; Newton Smith, President and CEO of IBM Philippines; John Langford, Executive Vice President of ICT Group; Annie Reyes, President and COO of Pacific Hub Corporation; and Joe Caliro, Vice President for Quality Assurance at eTelecare Global Solutions.

The People Track, which tackles attracting and keeping talent, is led by Donna Grande, HR Director of Dell International Services Philippines; Benedict Hernandez, SVP for Philippine Operations of eTelecare Global Solutions; Jory Jimenez, Senior Manager of Global Recruitment of eTelecare Global Solutions; and Eric Concepcion, Regional VP for HR of Teleperformance.

The Career Development Track, which deals with professional and personal development, will have Prabhakar Bisen, President and CEO of WNS and Haidee Enriquez, VP for HR of Advanced Contact Solutions. The Call Center 101 Track, aimed at call center start-ups, will feature Jomari Mercado, Business Development Director of Convergys; Rommel Regino, Sr. Director for Operations of Sykes Asia; Annie Reyes, President and COO of Pacific Hub Corporation; Penny Bongato, HR Director of Logica; and Roland Gaerlan, VP for Business Development of Advanced Contact Solutions.

Subject matter experts are also speaking at the conference, including Nerissa Mendoza, Executive Director of PricewaterhouseCoopers; Maryanne Concio, President of Neville Clarke Philippines; Erly de Guzman, President of Galing Pilipino Movement; Gerry Plana, Executive Director of the People Management Association of the Philippines; Serely Alcaraz, Director at the Philippine Society for Training & Development; Carlo Felicia, Consultant at Watson Wyatt; Lirio Mapa, Vice President at the Center for Leadership and Change Inc.; Prof. Mario Lopez, Professor at the Asian Institute of Management; Ging Igual, Certified Trainer of HumaNext; Diwi Rocha, President of Balance Consult; and Efren Cruz and J. Randell Tiongson, Chairman and COO respectively of Personal Finance Advisors Corp.

Interested parties may contact the CCAP Secretariat at tel. no: 889-7763 or telefax nos. 886-4407 and 844-8341 or email




The Contact Center Association of the Philippines (CCAP) is the official organization of outsource and in-house contact center service providers in the country. It was established in October 2001 by seven founding member companies. Today, it counts 55 of the largest local and multinational contact centers in the country, namely Accenture, AccessCall, Ace in Touch, Acquire Asia Pacific, Admerex, Advanced Contact Solutions, Aegis PeopleSupport, AIG, Alorica, Bayan, Callworkz, CA Telemarketing, ContactCenter.Com,  Convergys, Cordia, ePerformax, eTelecare, Global Contact Services, Globe Telecom, Havenlink, HTMT, IBM Daksh, i-Contacts, ICT Group, Infocom, i-Tech, KGB, Link Solutions, Logicall, Magellan, Mirof Comlink, MPI Outsourcing, NCO Group, One Global Contact Center, One World Connections, PacificHub, Pilipinas Teleserv, PIASI, Rainmaker Asia, Samsung, Siemens, Sitel, Sterling Global, Sutherland, Sykes, Teleperformance, TeleTech, Telus, The Thomson (Philippines) Corp., Transcom, TRG, Visaya KPO, Vision-X, Voiceville, and Winsource Solutions. Learn more about CCAP at

Ambie Bulos | Peachie Cortez
Public Relations Managers
Tel: (632) 8864421
Telefax: (632) 8864407