Contact centers target 5% growth

The Contact Center Association of the Philippines (CCAP) is projecting at least 5% growth in revenues and jobs this year, even as companies increasingly adopt new technologies, including artificial intelligence.

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"For 2025, we're still projecting a growth of between 5% and 7% as an industry," CCAP President Haidee C. Enriquez said during a pre-event conference for Contact Islands 2025 on Wednesday.

Last year, the contact center industry booked $31.5 billion in revenues, 82% of the information technology and business process management (IT-BPM) industry's total revenue. It also had 1.62 million full-time employees, making up 89% of the industry's total employee count.

If the 5-7% growth is realized this year, the industry's revenues by the end of the year may range from $33.1 billion to $35.42 billion, and its employee count may range from 1.7 million to 1.73 million.

However, she said that the Information Technology and Business Process Association of the Philippines is set to review the targets under the Philippine IT-BPM Industry Roadmap 2028.

"The 5-7% growth is not yet the revisited targets. But we are very confident that we will achieve that," she said.

Citing an internal survey conducted among its 167 member companies, she said 100% of the companies said they are "somewhat confident" and "confident" that they will be hitting their targets.

Ms. Enriquez noted, however, that there has been slower growth in headcount due to the adoption of new technologies.

"But it does not necessarily impact the revenue, simply because members are slowly but surely going into higher value services," she added.

CCAP Board Director Tonichi Achurra-Parekh said the headcount will likely continue to grow in the near term even as more companies adopt new technologies.