CCAP optimistic of IT-BPM job, revenue growth

MANILA, Philippines — The Contact Center Association of the Philippines (CCAP) expressed optimism about the potential of the information technology and business process management (IT-BPM) sector to create more jobs and revenue in the next six years, saying government support is vital in achieving this.

In a statement Monday, the CCAP said the IT-BPM industry could grow up to 10 percent annually in export revenue and about eight percent annually in additional jobs by 2028.

“This is aligned with the economic recovery goals set by the newly installed administration of President Marcos,” CCAP said, adding that it is counting on government support to help reach the targets.

The group stressed that with the right support, the top end of its growth target range can be attained.

“For its part, the IT-BPM industry commits to being a partner for high value job creation and national economic recovery,” the group said.

The Department of Labor and Employment (DOLE) identified the IT-BPM industry as among the growth industries that are set to become key employment generators in the next six years.

“There is a surge in global market demand, driving double digit growth prospects for Philippine IT-BPM. If we collectively support the industry to capitalize on this global demand, it can mean up to an additional 1.1 million more high value, high paying jobs for Filipinos over the next six years. This is clearly an exciting time for the industry,”CCAP chairman Benedict Hernandez said.

CCAP cited data from global research firm Everest Group that showed the local IT-BPM industry’s headcount grew by up to 10 percent last year to over 120,000 jobs —its strongest since 2016.

“The momentum is expected to be sustained in 2022,”CCAP said.

In 2020, the industry still rose by up to five percent despite the onset of the ongoing global Covid-19 pandemic.

CCAP said growth translates to a $29.5 billion revenue in 2021 from $26.7 billion in 2020 and $26.3 billion in 2019, citing industry insiders.

The industry’s annual revenue has been continuously growing strongly—from just $8.9 billion in 2010.

“The contact center sector has demonstrated tremendous agility and resiliency to effectively deliver world class customer experience management services to global and domestic clients throughout the pandemic,”Hernandez said.

“CCAP and its members continue to work to maintain the Philippines’ status as the best provider of customer experience management services through the country’s growing stable of world-class and up-skilled talent,” he said.

The organization of locally operating contact center firms reiterated its commitment to continue working with the national government to attain economic goals especially in this period of recovery after the inevitable impact of the pandemic. It aims to attract more investments going to the country through the sector and the industry and consequently create more high-value jobs to empower more Filipinos nationwide.

Moreover, CCAP is calling for continued government support to ensure the attainment of the industry growth targets.

Among the recommendations by the group are the sustained improvements in the ease of doing business and long-term program that will allow the industry to be more globally competitive. This includes clear policy on flexible work arrangements, strengthening of the Philippine Economic Zone Authority (PEZA) as true “one-stop-shop” for administration, compliance, and reporting matters with respect to PEZA’s registered business entities.

The group is also asking the education sector to continue producing STEM (Science, Technology, Engineering, and Mathematics) graduates who are digital-ready and appropriately skilled to join the growing IT-BPM industry; the telecommunications, real estate and other partner industries to continue improving infrastructures for communications, connectivity, transportation, workplaces of the future that support industry’s growth in NCR and multiple provincial locations.