By Othel V. Campos
The Philippine contact center and business process sector expects revenues to rise 9 percent to a record $32.16 billion in 2024 from $29.5 billion it generated in 2023.
The sector contributes 83 percent to the information technology-business process management (IT-BPM) industry’s revenues which are expected to reach $39 billion this year.
“The contact center and business process sector, along with the IT-BPM industry, has remained optimistic and positive in terms of revenue growth through the years,” said Contact Center Association of the Philippines (CCAP) president Mickey Ocampo.
CCAP also expects the contact center sector to generate $49 billion in revenues by 2028, leveraging on the projected growth under the IT-BPM roadmap that sets an industry-wide target of $59 billion.
CCAP said concerns regarding job displacement due to AI were already addressed, believing that technology would drive further growth by boosting agent productivity and creating new AI-related job opportunities.
“Our contact centers have been actively upskilling our people to equip them in handling their tasks more effectively. What does not kill us only makes us better and we have proven many times how constantly upgrading skills can help call center firms and our industry, not just overcome the challenges of the times but also perform better in what we do,” Ocampo said.
CCAP’s commitment to upskilling is reflected in the sector’s strong job creation with current employment at 1.51 million Filipinos nationwide, representing a 9.4-percent increase from 2022 figures.
The contact center workforce accounts for 89 percent of the total IT-BPM industry’s full-time employees.
The group said the rise of AI had not led to job losses, as evidenced by the sector’s outperformance compared to the overall IT-BPM industry in terms of employment growth.
CCAP said more member companies expressed plans to establish new facilities in Cavite, San Fernando, Pampanga and other key locations across the country.
The robust growth paints a positive picture for the Philippine contact center and business process sector, highlighting its significant contribution to the nation’s economy and its commitment to continuous workforce development, it said.