MANILA — The Contact Center Association of the Philippines (CCAP) may need to “re-forecast” its industry growth outlook until 2022, as its current growth projection has not yet considered the impact of policy reforms here and abroad.
In a media briefing Wednesday, CCAP Chairman Benedict Hernandez said the 7 percent to 9 percent growth forecast for the industry from 2017 to 2022 was done during the creation of the industry’s roadmap in 2016, during which, the next leaders of the Philippines and the United States, as well as the policies they would introduce, were not yet known.
Hernandez said that since the start of the Duterte administration in mid-2016, talks on tax reform have not yet progressed. As the Trump administration took office in November 2016, his government pushes for the “America First” policy, calling for American business process outsourcing (BPO) companies to bring jobs back to the US.
Hernandez said despite these domestic and global factors, the growth of the country’s contact center sector is still seen to surpass the global industry’s expansion. As cited by research service provider Everest Group, the Philippine contact center sector’s 7 percent to 9 percent growth is higher than the global growth projection of 6 percent to 7 percent for 2018.
In 2016, the contact center sector alone recorded a revenue of PHP12.77 billion. For 2017, the contact center industry’s revenue is expected at PHP13.3 billion.
The industry’s 2017 actual data will be released during the Contact Islands 2018 in Mactan, Cebu on July 25-26.
CCAP’s forum this year will tackle risks and opportunities in new digital technologies such as automation, analytics, and artificial intelligence, among others. “Personalized and elevated customer experience, powered by digital, is the new competitive battleground in our sector,” CCAP President Jojo Uligan said.
“This is a new service opportunity for contact centers in the digital world and provides exciting opportunities for our people to up skills and do more complex and challenging tasks,” added Uligan. (Kris Crismundo/PNA)
