The estimated annual revenue of the country’s contact center and business process sector is projected to reach approximately ₱32.16 billion in 2024. This projection is based on a conservative estimate of a 9 percent average sectoral revenue growth per year, as stated in an analysis conducted by Everest Group, a global industry research firm.
In 2023, the contact center and business process sector recorded a yearly revenue of $29.50 billion, marking a 9 percent increase from the $27 billion revenue in 2022. This sector’s annual revenue represented 83 percent of the total revenue generated by the country’s IT-BPM industry, which amounted to $35.5 billion in 2023 and $32.50 billion in 2022. Projections indicate that the IT-BPM industry revenue for 2024 is expected to reach approximately $39 billion.
“The contact center and business process sector, along with the IT-BPM industry, has remained optimistic and positive in terms of revenue growth through the years,” said Mickey Ocampo, President of the Contact Center Association of the Philippines (CCAP), a sectoral organization with over 140 member-companies nationwide.
Ocampo is confident that the contact center sector could post an annual revenue of ₱49 billion by 2028. This is aligned with the IT-BPM roadmap 2028 that sets an industry yearly revenue target of ₱59 billion.
AI has sparked debates and concerns, particularly among various national leaders, who fear that the technology may result in job losses in key industries like IT-BPM. Despite this, CCAP stands firm on its position, consistently emphasizing how AI can actually contribute to the sector’s growth by enhancing agent productivity and creating new AI-related job opportunities.
The contact center industry in terms of full-time employment continues to offer job opportunities to a growing number of Filipinos. According to data from Everest Group, call center companies employed 1.51 million individuals in 2023, marking a 9.4 percent increase from the previous year. This figure represents approximately 89 percent of the total full-time employees (1.7 million) hired by the IT-BPM sector in that year.
Ocampo emphasized that the discussion on Generative AI during last year’s Contact Islands conference did not have a negative impact on industry figures. In fact, more jobs were created, with the contact center sector experiencing a 9.4 percent growth in employment for 2023, surpassing the 8.6 percent employment growth seen in the IT-BPM industry.
The contact center and business process sector also offer employment opportunities to individuals residing outside Metro Manila. According to a study conducted by CCAP in May 2023, 28% of call center companies are planning to establish facilities in Cavite, while 23% are considering setting up centers in San Fernando, Pampanga.
CCAP members are also looking into other regions in the country, such as Rizal (21%), Batangas City (21%), Puerto Princesa in Palawan (21%), Laguna (18%), Iloilo (18%), Tarlac (15%), Cebu (15%), Davao (15%), General Santos City (15%), and Bacolod City (10%).
For more information on the contact center sector, attend the Contact Islands 2024 event. The annual conference will take place from July 24 to 26 at the Fili Hotel Nustar Cebu in Cebu City.
