CCAP Members Support the IT-BPM Industry Plan and Forecast 1 Million More Jobs - Adobotech | Tech, Gadgets Served in Adobo Flavors

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CCAP Members Support the IT-BPM Industry Plan and Forecast 1 Million More Jobs

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Contact Islands Conference

Members of the Contact Center Association of the Philippines (CCAP) met to discuss the industry's future in six years. Where the majority were optimistic about creating one million new jobs by 2028.

At the recently concluded Contact Islands Conference in Boracay, CCAP presented the 2022-2028 industry roadmap and highlighted strategies for realizing global customer experience management (CXM) prospects.

Based on a high-growth scenario estimate, the industry has the ability to raise its number of full-time employees (FTEs) from 1.3 million to 2.3 million by 2028 and reach annual revenue of $49 billion.

The most optimistic scenario estimates 600,000 extra employment and $40 billion in annual income by 2028, while the most pessimistic scenario projects 300,000 additional jobs and $32 billion in yearly revenue.

Contact Islands Conference

“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, and 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.

The Philippine contact center business represents more than 40 percent of the worldwide CXM market and continues to dominate by a wide margin.

More than 370 participants at the Contact Islands Conference rallied behind industry projections. Stakeholders, including government agencies, have endorsed the industry and pledged to collaborate with it.

The industry's road map identifies four acceleration pillars to assure continuous expansion. These include government assistance, talent cultivation, infrastructure expansion, and marketing and brand reinvention.

“Roadmaps represent our collective aspiration, our vision as an industry. It contains a blueprint of how we collectively work together to create the conditions necessary to achieve that vision. Roadmap 2028 is meant 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,” CCAP Chairman Benedict C. Hernandez remarked at the conference.

The Contact Islands Conference is an annual event hosted by CCAP that provides a forum for industry leaders to discuss issues vital to the industry's resilience and growth.

Speakers and panelists at this year's conference discussed detailed recommendations for each industry roadmap acceleration pillar. These include, but are not limited to, crafting dedicated remote working policies to facilitate the adoption of hybrid workplaces, reskilling and upskilling of employees, developing robust senior high school and technical/vocational programs to increase employability, tapping new sources for talent recruitment, ensuring last mile connectivity, and marketing to untapped global buyers/customers, among others.

In 2021 and 2022, despite the pandemic, the IT-BPM business demonstrated not just extraordinary resilience, but also revenue growth. In the previous two years, the industry has contributed to the creation of about 110 thousand new jobs.

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