'Manpower is another because everyone is tapping the same manpower pool; basically, staying competitive in the market and establishing yourself as the employer of choice for the talent pool remain constant challenges,' said Lamzon.

Convergys' Zamora agreed, saying that finding a sufficient quantity of candidates who meet the company's standards and reducing attrition are always challenges. 'I believe these issues will continue to present a challenge,' she said.

The Frost & Sullivan study said that the contact center industry is challenged by high labor attrition rates, averaging at 19.8 percent at Asia Pacific level in 2004, citing growth markets such as India and the Philippines as having even higher attrition rates owing to the increase in demand for contact center agents.

Developed markets such as Australia and Hong Kong have, over the years, established ways to maintain or even reduce attrition. According to the study, the introduction of a structured agent career path, flexible and conducive environment, and provision of high incentives will aid employee retention.

Meanwhile, eTelecare's Hernandez believes that the biggest challenge in the industry today is still the availability of the right labor pool. 'It is, after all, what got us in this game -- the abundance of qualified professionals, as the Philippines is known for quality service,' he said, adding that there is therefore a need to invest in next-generation professionals for the country because it will be the country's ticket to continued success.