CCAP expects continued revenue growth

MANILA, Philippines - The Contact Center Association of the Philippines (CCAP) expects its revenues to continue to grow this year amid increasing demand for services in markets like the United Kingdom (UK) and Australia.

CCAP president Benedict Hernandez told reporters in a chance interview the group expects the sector to continue to grow as it caters to demand from other markets.

He noted that the group sets a 15 to 18 percent growth guidance per year.

The group estimates that revenues grew around 18 to 19 percent from the $8.9 billion generated in 2012.

In terms of employment, the group estimates more than 500,000 individuals are employed as contact center professionals as of last year.

“Maganda ang story ng call center. There are new markets for voice services like the UK and Australia,” Hernandez said.

He said that while the US used to account for 90 percent of the sector’s market, its share has declined to 80 percent due to demand from other countries.

He also said the Philippines remains to be a preferred destination for business process management companies offering voice services.

“The Philippines enjoys preferred status in new business expansions,” he said.

“There are new logos coming in and at the same time, those companies here are maximizing their presence,” he added.

The CCAP is the umbrella organization of nearly 100 contact centers in the country.