CCAP members unite behind IT-BPM industry strategy; 1M new employments are expected.

Staff ni Anjie

CCAP members unite behind IT-BPM industry strategy; 1M new employments are expected.

Most participants in a meeting of the Contact Center Association of the Philippines (CCAP) expressed hope that the projection of one million new jobs by 2028 will be realized as they discussed industry imperatives for the next six years.

At the recently held Contact Islands Conference in Boracay, CCAP went into detail about the components of the industry roadmap for the years 2022 to 2028 and discussed strategies for taking advantage of global customer experience management (CXM) opportunities.

The industry can potentially increase the number of full-time employees (FTEs) from 1.3 million to 2.3 million by 2028 and reach annual revenue of US$49 billion, according to a high-growth scenario estimate.

The least optimistic option projects 300,000 new employment and US$32 billion in revenue by 2028, while another alternative projects more than 600,000 new jobs and US$40 billion in revenue.

“With the right support and policy landscape, the industry is keen on achieving the high-level of growth scenario. We are optimistic that our value proposition - highlighted by our competent talent pool, our track record in delivering unrivaled quality and business outcomes for our clients – remains strong and highly relevant, and will allow us to continue to take a significant percentage of the outsourced CXM demand across the globe,” Mitch Locsin, CCAP President said.

More than 40% of the global CXM market is accounted for by the Philippine contact center industry, which continues to dominate this market.

“What makes us even more inspired is that half of the 1 million additional jobs forecasted would come from the countryside, making growth more inclusive and impactful,” Locsin added.

The more the 370 attendees of the Contact Islands Conference supported the market predictions, the better. Stakeholders have vowed to work with the industry and have kept it including government organizations.

The sector identified four acceleration pillars to ensure ongoing growth in its roadmap. They are government support, talent development, infrastructure growth, and marketing and brand reinvention.

“Roadmaps represent our collective aspiration, our vision as an industry. It contains a blueprint of how we collectively work together to create the conditions necessary to achieve that vision. Roadmap 2028 is meant to inspire, galvanize, and rally multi-sectoral efforts to work together and create one million more direct jobs and contribute $49 Billion export revenues to the Philippine economy by 2028,” CCAP Chairman Benedict C. Hernandez remarked at the conference.
“A million more direct jobs matter to our national economic recovery. It matters to our country, it matters to our fellow Filipinos. With support from our government, academe, and other enabling sectors, we are confident we can achieve this” he said.

The Contact Islands Conference is CCAP's annual conference, where business executives can discuss topics crucial to the industry's survival and development.

Presenters and panelists at this year's conference discussed specific recommendations for each of the industry roadmap acceleration pillars. These include, among other things, creating specialized policies for remote work to support the adoption of hybrid workplaces, employee reskilling and upskilling, creating strong senior high school and technical/vocational programs to increase employability, utilizing new sources for talent recruitment, ensuring last mile connectivity, marketing to untapped international buyers/customers, and so on.

Despite the pandemic, the IT-BPM industry not only survived but also experienced growth in 2021 and 2022 in terms of both headcount and revenue. Over the course of the last two years, the sector has added 110,000 new employments.

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