Benedict Hernandez, President of the Contact Center Association of the Philippines (CCAP), predicts a faster growth rate for the country’s call center industry - at an annual growth rate of 20 to 25 percent. This was lower than the initial growth forecast of only 15-20 percent, though he said the sector is more sustainable now. According to CCAP’s mid-year evaluation for 2011, the 15 to 20 percent growth in revenue and workers are attainable.
This year, the sector is expected to post $7.1 billion in revenues with more than 400,000 in the workforce. In 2010, it employed 344,000 workers and generated $6.2 billion in revenues.
Hernandez said this projected growth will driven by expansion of companies and new investments. He also sees “captive” models as one of the most sought after solutions as businesses consider outsourcing amidst the financial crisis.
Hernandez identified the financial crisis in the US during 2008 and 2009 as the worst hurdle for the industry. However, he added that during those times, larger global companies began outsourcing their manpower offshore to manage costs, which contributed to the “significant” growth of the sector and that businesses are always open to other options for cost reduction.
Meanwhile, the Commission on Higher Education and CCAP recently signed an agreement to improve college curricula and offer diverse training programs. Hernandez further explained that courses related to BPO will be available in universities as part of the educational programs by 2012-2013.