The Philippines is currently the top destination for voice-based work, and in the next five years, it is predicted that the call center industry of the country will see a 15 percent annual growth.
In five years, the industry is predicted to employ more than 800,000 and post revenues amounting to $14.7 billion. With this growth, Contact Center Association of the Philippines (CCAP) President Benedict Hernandez said the country will remain as the top call center destination, as long as the industry keeps offering high quality services.
To see continuous growth, the CCAP is focusing on meeting the demand for qualified manpower and improving employee welfare and the business environment. These initiatives will be done through the public-private partnership (PPP). CCAP is also working with the Commission on Higher Education and the Department of Education for the improvement of the curriculum and implementation of training programs for workers.
CCAP is optimistic about the industry, but finding qualified talent remains a challenge. Other concerns include the strong peso which is hurting the industry, and employee retention.