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THE Contact Center Association of the Philippines (CCAP) said that based on its business outlook this year, the growth of the country’s contact center sector is expected to outpace global growth in 2021.

For this year, CCAP said the volume of full-time employees (FTEs) of contact centers in the Philippines is seen to grow by about 8-9 percent compared to about 6-7 percent growth globally.

In terms of revenue, the country’s contact centers are projected to rise by 9 percent versus about 6-7 percent worldwide. Meanwhile, the growth of the Information Technology-Business Process Management (IT-BPM) sector locally and globally are expected to reach 7-8 percent in terms of the volume of FTEs and 8 percent in revenue.  

The story of our industry was a really tough 2020 for many of us, still tough in 2021. But the market is rebounding. 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,” said CCAP Chairman Benedict Hernandez during the opening of the 5-day Contact Islands ’21 conference.

Upholding employee welfare

CCAP has also cited support mechanisms provided by local contact center firms to their workforce amid the ongoing pandemic. While 99.5 percent of all employees continue to work, either on site (40 percent on average) or at home (59 percent on average), half a percent of all employees is unable to work due to various reasons.  One out of three companies are providing financial support to these employees.

About 73 percent of on-site employees in CCAP-member companies have received extra pay and allowances. The figure is contrast with 35 percent in BPO centers and 38 percent in shared service centers (SSCs). Meanwhile, up to 97 percent of work-from-home employees of CCAP-member contact centers have received extra pay and allowances against 47 percent and 50 percent from BPO centers and SSCs, respectively.

Logically, additional support and incentives have been provided to on-site contact center professionals amid the pandemic. Among those are provisions for temporary housing, transportation arrangements, and COVID-19 tests. 

Virtual Contact Islands

These data and more details took the forefront of the timely and interesting discussions during the recent virtual Contact Islands ‘21″ held last September 27 to October 1, 2021. With the theme “Re-Igniting Growth in the New Business Environment,” the week-long conference organized by CCAP focused on the customer experience in the world of COVID-19.

The current situation is a combination of uncertainties and hope,” said CCAP President Jojo Uligan. “While the number of total COVID-19 cases continue to rise nationwide and is so far at about 2.6 million, the national vaccination program has administered over 50 million total doses so far. CCAP has entered into partnerships with various local government units to ensure vaccinations for employees.”

Uligan also expressed optimism that the local contact center sector along with the global IT-BPM industry could see a strong market rebound in 2021. Multiple forces are expected to help drive growth in the global services industry for the year—including continuous vaccine rollout, positive enterprise sentiment, digital acceleration, pent-up demand, rising cost optimization requirements, and potential fiscal stimulus across demand geographies.

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