MANILA, Philippines – The Philippines’ business process outsourcing (BPO) industry generated $10 billion in revenues in 2013 – a 15% increase over 2012 – according to a Contact Center Association of the Philippines (CCAP) report.
In 2012, industry revenues totaled $8.7 billion or an 18% increase over 2011.
The CCAP said BPO full-time employees (FTE) in the country increased by 89,000 in 2013 for a total of 586,000, 18% more than in 2012 when the industry’s workforce was at 497,000.
The group said it is eyeing a compounded growth rate of 14% to 15% for both revenues and FTEs in 2014 and 2015. With the latest figures, it remains confident of hitting its target of 1.3 million employees and $25 billion-revenue by 2016.
The CCAP said the contact center business accounts for about 70% of the information technology-business process management (IT-BPM) industry.
The United States remains the biggest market for contact center work done from the Philippines, with the United Kingdom, Australia and New Zealand as emerging markets, the CCAP said.
The Philippine contact center sector is still the largest in the world and continues to be the choice destination for customer relations management. In 2010, the Philippines overtook India as the leading destination for voice services.
CCAP president Benedict Hernandez said the Philippines’ niche in voice accounts has helped it withstand marked changes in the contact center industry, such as the shrinking share of US-based and customer service accounts.
Hernandez also said contact center companies must continue to bank on services that separate them from competitors to cushion them from external factors, among them, currency fluctuations.
He said BPO firms should also back multisectoral efforts to address various industry issues and leverage on emerging technologies, including asocial media, speech and text analytics, and auto-agents.
The CCAP, the industry’s umbrella organization, has about a hundred members.
Apparently in recognition of the industry’s significant contribution to the economy, the Land Transportation Franchising and Regulatory Board (LTFRB) recently signed an agreement with industry representatives on security measures are for BPO employees who take public transportation. – Rappler.com