Group Sees Contact Center Industry Growing

The local contact center industry is seen growing beyond the expected global growth this year, the Contact Center Association of the Philippines (CCAP) reported on Monday.

In the opening of the virtual Contact Islands 2021, CCAP Chairman Benedict Hernandez said the country’s contact center industry is forecasted to outpace global growth.

Data from CCAP showed that the market revenue of the local contact centers is expected to rise by 9 percent this year, higher than the global forecast of 6 to 7 percent.

The volume of full-time employees (FTE) of the sector is likewise seen growing by 8 to 9 percent this year, which is more than the global projection of 6 to 7 percent.

Local and global information technology-business process management (IT-BPM) services are also expected to rebound this year, with market revenue projected to rise by 8 percent and by 7 to 8 percent in terms of FTE.
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“The Philippines is rebounding together with the market but because we are highly differentiated, no other country could do contact center better than the Philippines. We are enjoying faster growth than the global market and fueling our business growth is the creation of jobs,” Hernandez said.

Hernandez noted that the IT-BPM sector in the country has exhibited two decades of growth despite local and global headwinds.

CCAP said multiple factors are expected to drive the growth of the global services industry this year.

This includes positive enterprise sentiment, the vaccine rollout, fiscal stimulus across demand geographies, digital acceleration, pent-up demand, and the need for cost optimization.

Contact Islands is a five-day conference organized by CCAP, with this year’s theme focused on “Re-Igniting Growth in the New Business Environment.”

Source: The Manila Times