CCAP Roadmap Session enjoins Leading BPO Companies for strengthening industry growth

Representatives of leading BPO companies came together as the Contact Center Association of the Philippines (CCAP) held a Sectoral Roadmap Session at the Marriott Grand Ballroom in Pasay City recently. This session was held within the 8th International Information Technology and Business Process Management (IT-BPM) Summit organized by the Information Technology and Business Process Association of the Philippines (IBPAP). United by a common positive outlook on the industry’s prospects, CCAP member companies gathered together to discuss growth opportunities and development strategies.

According to Mr. Karthik Rajan, Vice President of global consulting firm Frost & Sullivan, he is confident of a positive trend in the long-term despite what he referred to as short-term “hiccups” in stability.He gladly informed the crowd that the Philippines’ BPO industry is set on a steady course of upward development; projecting a growth of 8.2% over the next six year. While the Philippines’ contact center industry has demonstrated on the global stage that a fundamental strength lies in the Filipinos’ communication abilities, Mr. Rajan noted that there is still a large area of potential for expansion in non-voice services of BPO companies – and this segment will be critical in fulfilling the predicted trajectory of growth.Frost & Sullivan is recognized globally as an expert in helping clients grow and innovate. They partnered with IBPAP earlier this year in developing the Philippine IT-BPM Roadmap 2022 through market research and analysis.

Expansion strategies were put under focus as Mr. Rajanen lightened the group on the industry’s roadmap.He emphasized that vital to the industry’s growth in the country is the willingness of the companies to invest in talent and training even in areas that are not yet fully developed to accommodate all the requirements of established operations. Mr. Rajan showed that the industry need not be limited to the already saturated metropolitan areas when planning for new developments within the country.Furthermore,he gave cases demonstrating that development in infrastructure naturally follows after the talent bases are established.

After learning about the promising prospects of the industry, the attendees spent the second half of the event in breakout groups, each discussing a key area of development along the industry’s roadmap. The four topics were on Talent, Technology, Next Wave Cities, and Country Marketing and Branding. The CCAP member-companies’ representatives discussed challenges and potential solutions to cooperatively progress along the sector’s roadmap. After much vibrant discussion and brainstorming among the groups, each presented their findings and output to the rest of the participants.

“This particular roadmap was successful in coming up with a lot of new ideas and innovative ways on how we can further future-proof our industry,” said Joselito Uligan, Corporate Secretary of CCAP. “I think everyone really shared and was willing to work together to further improve and grow the industry.”

The output of the workshop session will be consolidated and featured as the topics of discussion at the CCAP’s next forum – to be held on November 23, at the Shangri-La at the Fort in Taguig City.

###

For media inquiries, please contact:
Majivel M. Maullon
0915-205-7446
jmsharkmedia@gmail.com