Contact Center Association of the Philippines Anticipates Ongoing Growth Amid Challenges
The Contact Center Association of the Philippines (CCAP), a major trade group with over 140 member companies across the country, sees continued growth in the call center and business process industries, even though they face many challenges.
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| Contact Center Association of the Philippines Anticipates Ongoing Growth Amid Challenges |
Everest Group, a global leader in market research, recently said that the business could make an amazing $32.16 billion a year by 2024, which is more than any other industry. This estimate shows an annual growth rate of 9%. This comes after a similar 9% growth between 2022 and 2023 when profits jumped from $27 billion to $29.50 billion.
Mickey Ocampo, President of CCAP, talks about how strong the industry is by saying that it has been able to weather global economic downturns, the COVID-19 pandemic, and the rise of generative artificial intelligence (AI). Ocampo was also optimistic about the sector's future. He predicted that it would bring in $49 billion a year by 2028, which is in line with the IT-BPM industry's strategy plan.
Taking Care of AI Concerns:
People are worried that AI could take away jobs, but CCAP says that this technology can help the business grow. This is done by increasing productivity and creating job opportunities connected to AI.
Generative AI Strengthens the 'Heart of CX' in the Philippines' Contact Center Sector
Ocampo said, "We are actively focusing on upskilling our workforce to ensure they are equipped with the requisite skills to navigate the challenges of the present and perform optimally."
According to Everest Group's study, the sector created jobs for 1.51 million people in 2023, which is 9.4 percent more than the previous year. This shows that it is a major source of employment.
Plans for growth:
28% of call centers that were surveyed by CCAP in May 2023 want to grow their operations in Cavite, while 23% want to grow their operations in San Fernando, Pampanga. The goal of these programs is to make it easier to find work outside of Metro Manila.
The annual Contact Islands 2024 conference will take place at the Fili Hotel Nustar Cebu in Cebu City from July 24th to 26th. Anyone who wants to learn more about the contact center business is welcome to attend. To find out more, call the CCAP Secretariat Office at +63 2 8843 0603 or go to https://ccap.ph/event/contact-islands/ on the Contact Islands website.