The Contact Center Association of the Phillipines announced that the Filipino contact industry could double growth in the next 5 years. The target growth rate is a compounded annual rate of 15 percent, with revenue reaching $14.7 billion and employed contact center workers reaching 816,000 by 2016. More specifically, the CCAP estimates $7.1 billion in revenue by the end of this year (2010 revenue was $6.2 billion) with $8.4 billion in revenue by next year. The number of jobs are expected to increase from to 406,000 by the year’s end, up from 344,000 last year. By next year the number is expected to grow to 467,000. The Phillipines just surpassed India last year as the largest contact center industry in terms of revenue, according to the Everest Group, an industry research provider.

The forecast was announced by President Benedict Hernandez today at a press conference for the 7th International Contact Center Conference & Expo 2011.

I have previously written about trends in the offshore contact center industry.

Supporting Growth Amid Challenges

The contact center industry would support growth by expanding into more complex services like finance, healthcare, legal help desk, B2B tech support, and other verticals.

Hernandez was generally optimistic about the growth of the contact center industry:

“The opportunity to double the size of the industry in the next five years is so interesting. We have very bright prospects, but lots of work to be done,”


He elaborated on the “work” that needed to be done by highlighting the labor force as the main obstacle to growth:

“There’s still a great opportunity for growth. Demand is really not the issue, but our ability to supply”


Currently, the hiring rate is just 8% of applicants. Hernandez wants to bring that figure up to 12% by establishing a Global Competitiveness Institute. The Institute’s aims would be to identify skill and language standards for contact centers. Those standards could be used in creating educational programs that could even be used in colleges and high schools. Hernandez commented on the labor force development goals of the new organization:

“We want to be able to identify standard definitions and measurements for skills because each company may have different definitions and metrics. We want to make these standards embraced by and embedded in schools. We’ll go to [the Commission on Higher Education] and the private schools for that”


The CCAP would address talent retention challenges through a separate group called the Human Resource Council. The group would conduct research and take actions to promote employee welfare in order to achieve retention goals.

Another risk is the concentration of business with the US. Currently, the US makes up 88% of the industry’s revenue though that percentage is down from 100% just a short while ago as it expands its customer base to Europe, Asia, and Australia.

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