CCAP members rally behind the IT-BPM industry roadmap; bullish about 1 million more jobs forecast
The majority of the members of the Contact Center Association of the Philippines (CCAP) who came together to discuss the industry’s needs over the next six years expressed optimism about achieving the forecast of one million new jobs by 2028.
The 2022-2028 industry roadmap’s provisions were presented by CCAP at the just-concluded Contact Islands Conference in Boracay, and the organization also covered the best approaches to take advantage of worldwide prospects for customer experience management (CXM).
Based on an estimate for a high-growth scenario, the industry anticipates that by 2028, it would have 2.3 million full-time workers (FTEs), generate US$49 billion in annual sales, and have 1.3 million FTEs.
The least optimistic scenario anticipates 300,000 extra employment and US$32 billion in revenue by 2028, while another one estimates more than 600,000 additional jobs and US$40 billion in revenue.
“With the right support and policy landscape, the industry is keen on achieving the high-level of growth scenario. We are optimistic that our value proposition – highlighted by our competent talent pool, our track record in delivering unrivaled quality and business outcomes for our clients – remains strong and highly relevant, and will allow us to continue to take a significant percentage of the outsourced CXM demand across the globe,” Mitch Locsin, CCAP President said.
More than 40% of the global CXM market is made up of the Philippine contact center market, which continues to be the market’s undisputed leader.
“What makes us even more inspired is that half of the 1 million additional jobs forecasted would come from the countryside, making growth more inclusive and impactful,” Locsin added.
The Contact Islands Conference’s more than 370 registrants supported the market projections. Stakeholders, including government organizations, have endorsed the industry and pledged to cooperate with it.
The sector identified four acceleration pillars under its roadmap to guarantee ongoing growth. These are (4) marketing and brand repositioning, (5) infrastructure growth, (6) talent development, (7) government support, and (8) marketing.
“Roadmaps are a representation of our industry’s common aspiration and vision. It includes a plan for how we may cooperate to create the circumstances required to realize that vision. In his remarks at the conference, CCAP Chairman Benedict C. Hernandez stated that the goal of Roadmap 2028 is to “inspire, galvanize, and rally multi-sectoral efforts to work together and create one million more direct jobs and contribute $49 Billion export revenues to the Philippine economy by 2028.”
The Contact Islands Conference is an annual event put on by CCAP. It gives industry leaders a chance to talk about issues that are important to the industry’s growth and stability.
This year, speakers and panelists at the conference talked about specific suggestions for each of the four pillars of the industry roadmap acceleration. These include, but are not limited to, creating dedicated remote working policies to make it easier for hybrid workplaces to be adopted, reskilling and upskilling employees, creating strong senior high school and technical/vocational programs to make people more employable, finding new sources of talent, making sure the last mile is connected, marketing to untapped global buyers/customers, etc.
Even though there was a pandemic in 2021 and 2022, the IT-BPM industry not only stayed strong, but it also added jobs and made more money. In the last two years, the industry has created more than 110,000 new jobs.
