by: Sarah Joson
Monday, May 5, 2014 | Outsourcing News |
According to data released by the Contact Center Association of the Philippines (CCAP), revenues from the country’s BPO sector amounted to $10 billion in 2013 - 15% higher than 2012’s $8.7 billion. In line with that, 2012’s revenues were reportedly 18% higher than revenues posted in 2011.
As for the number of full-time employees (FTE), in 2012, the sector had 497,000. It rose by 18% or 89,000 in 2013, and the total headcount reached 586,000. The industry body said they are striving to achieve a compounded growth rate of 14-15% for both revenues and FTEs in 2014 and 2015.
The latest performance of the sector puts it on the right path, making the industry body confident that the 1.3 million employees and $25 billion-revenue goals will be met in 2016.
CCAP explained that voice-based processes make up 70% of the entire information technology-business process management (IT-BPM) industry.
Moreover, the organization named the United States as the country’s key market for call center processes, and countries such as United Kingdom, Australia, and New Zealand are cited as emerging markets.
Meanwhile, Benedict Hernandez, CCAP President, said the Philippines’ strength and resilience in the voice industry helped protect it against external challenges that can affect its growth and sustainability. An example would be the continuous decrease of the US call center market and customer service accounts.
Another challenge, according to the executive, is the continuous fluctuation of currency. He said call center firms should come up with innovative solutions that can help them stay relevant in the cutthroat world of the contact center segment.
The CCAP has around 100 member organizations. Recently, it was reported that the Land Transportation Franchising and Regulatory Board (LTFRB) has partnered with industry representatives to come up with solutions that can help improve the safety of BPO workers who take public transportation.