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BPO sector expects to sustain growth

The call center and business process outsourcing industry expects an average annual growth of 2.7 percent to 3.2 percent until 2022, based on a study by global research firm Everest Group.

Some members of the Contact Center Association of the Philippines anticipate a higher growth, defying the impact of the shifting community quarantine protocols on businesses.

“While staying afloat was the focus for many businesses like the contact center sector in 2020, the attention has now shifted to growth and helping jumpstart the economy through hybrid work setup and intensified vaccination efforts,” said CCAP president Jojo Uligan.

“These will ensure that our employees are safe, healthy and can contribute to maintaining the country’s position as a top BPO destination,” Uligan said.

The Philippines was recognized as the call center capital of the world for over a decade. Several independent advisory reports like Kearney Global Services Location Index and Tholons Global Innovation Index continue to identify the Philippines as among the top countries for BPO and customer experience services.

It ranked No. 5 in the Tholons Global Innovation Index based on innovation and digital, super cities, population, and diversity and inclusion in 2020.

The 2021 Kearney Global Services Location Index ranked the Philippines at the 10th spot based on financial attractiveness, people skills and availability, business environment and digital resonance.

The Kearney report pointed out the country should rank higher in several key areas to improve its digital resonance score and “remain competitive in a digital-first world.”

Its observation was consistent with the recalibrated forecast of Everest Group, which highlighted that the continued growth of the Philippine industry would depend on accelerated digital transformation, robust ecosystem, skilled workforce and strong government support.

The study identified challenges like perception of higher business environment risk due to regulatory uncertainty and relatively lower availability of digitally-skilled talent compared to other locations. Addressing these effectively “will be the key to the growth going forward,” it said.

“With our industry at the forefront of digital acceleration, it’s only essential that we bring in fresh ideas and expert opinions from around the world to help address these issues. Contact Islands aims to be that gathering of minds where new business models will be tackled and constant development will be pursued,” Uligan said.

The industry is preparing to revolve around new operating models to help companies navigate the new business environment while keeping employees healthy and safe. It will be discussed in the 2021 Contact Islands, CCAP’s annual world-class conference, a virtual event that will run from Sept. 27 to Oct. 1, 2021.

“We remain steadfast in our pursuit of maintaining the Philippines’ position as a top destination for customer experience services. From adjustments, further refinements, to looking towards a post-COVID business environment, we’re hoping to provide the outlook and needed lessons to fuel growth in the industry,” Uligan said.

Topics: call center , business process outsourcing industry , Everest Group , Contact Center Association of the Philippines
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