Contact center sector sees revenue hitting $16B

The Philippine contact center industry expects to generate $16 billion in revenue this year as the country remains the most preferred destination for voice services globally.

Employment generated by the sector is likewise expected to grow to about 1 million by the end of the year, according to the Contact Center Association of the Philippines (CCAP).

The group has yet to release last year’s revenue performance but previous reports showed it was targeting $13.5 billion for 2015, up from $11.7 billion in 2014.

“Despite the challenges, the market’s preference is still the Philippines for voice, as a compelling value proposition differentiated from any other market out there,” said CCAP president Benedict Hernandez.

To help sustain this growth, CCAP will be staging the 11th International Contact Center Conference and Expo (ICCCE) in September. It is expected to be attended by about 150 of the Fortune 500 companies that are keen on exploring prospective opportunities in the country.

“We are bringing, for the first time, around 150 investors from Europe, United States, Japan, Australia and more, to come to the country to see first-hand why the Philippines has become the ultimate customer experience paradise,” Hernandez said.

According to CCAP, the ICCCE is the largest contact center event by size and scope, and is regarded as the leading learning and networking event of the local industry. With the theme “Contact Islands: Opportunities in the Ultimate Customer Experience Paradise,” the ICCCE plans to showcase the industry’s most significant milestones and how it remains a highly attractive and viable destination for foreign companies seeking to outsource voice operations.

The upcoming ICCCE will discuss relevant topics including the digital phenomenon and how the industry uses it to its advantage, as well as location strategies, operations, human resources and technology.

An industry report will be presented to highlight all the achievements and the specific challenges that the contact center industry currently faces.

The Philippine contact center industry accounts for the bulk of the Information Technology and Business Process Management (IT-BPM) industry, which is expecting total revenue to reach $25 billion this year and employment to hit 1.3 million.