PH Contact center sector to outpace global growth in 2021

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MANILA – Riding the pace of the global industry, the Philippines contact center sector is forecasted to rebound this year.

According to the Contact Center Association of the Philippines (CCAP), revenues of the local industry will increase by 9 percent, higher than the 7 to 8 percent global growth.

Full-time employment of Philippine contact centers will also grow by 8 to 9 percent, outgrowing the global growth of 6 to 7 percent.

“The Philippines is rebounding together with the market but because we are highly differentiated, no other country could do contact center better than the Philippines. We are enjoying faster growth than the global market and fueling our business growth is the creation of jobs,” CCAP chair Benedict Hernandez said during the virtual Contact Islands ’21 happening from September 27 to October 1.

Among the growth drivers for the local industry include coronavirus disease 2019 (Covid-19) vaccine rollout, positive business sentiment, digital acceleration, pent-up demand, rising cost optimization requirements, and potential fiscal stimulus across demand geographies.

Hernandez said contact center workers continue to work amid the pandemic whether on-site or at home.

During the pandemic, 59 percent of workers choose the work-from-home arrangement while 49 percent are still reporting to their offices.

The industry has supported employees and provided incentives for on-site contact center workers, including temporary housing, transportation arrangements, and Covid-19 screening.

CCAP president Jojo Uligan said the current situation still presents uncertainties for the industry, however, the increasing delivery of Covid-19 vaccines in the country brings optimism to industry players.

“While the number of total Covid-19 cases continues to rise nationwide and is so far at about 2.4 million, the national vaccination program has administered over 43 million total doses so far. CCAP has entered into partnerships with various local government units to ensure vaccinations for employees,” Uligan said. (PNA)