CCAP: Half of 1M additional jobs will come from countryside

THE Contact Center Association of the Philippines (CCAP) is confident of hitting one million more jobs by 2028 so long as there is continued support from the government and other enabling sectors.

At the recently held Contact Islands Conference in Boracay, CCAP outlined the provisions of the 2022-2028 industry roadmap and discussed pathways towards maximizing global customer experience management (CXM) opportunities.

Based on a high-growth scenario forecast, the industry sees the potential to increase the number of its full-time employees from 1.3 million to 2.3 million and achieve an annual revenue of US$49 billion by 2028.

Another scenario looks at having more than 600,000 additional jobs and a $40 billion revenue, while the least optimistic scenario projects 300,000 more jobs and $32 billion in annual revenue by 2028.

Outsourced CXM

More than 370 attendees at the Contact Islands Conference rallied behind the industry forecasts.

“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, 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,” said CCAP president Mitch Locsin in a statement.

The Philippine contact center industry constitutes more than 40 percent of the global CXM market and continues to be a very far number one market leader.

“What makes us even more inspired is that half of the one million additional jobs forecasted would come from the countryside, making growth more inclusive and impactful,” Locsin added.

Under its roadmap, the industry identified four acceleration pillars to ensure continued growth. These are government support, talent development, infrastructure expansion, and marketing and brand repositioning.

“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 in export revenues to the Philippine economy by 2028,” said CCAP chairman Benedict Hernandez.

“A million more direct jobs matter to our national economic recovery. It matters to our country; it matters to our fellow Filipinos. With support from our government, academe and other enabling sectors, we are confident we can achieve this,” he said.

The Contact Islands Conference is CCAP’s annual event which provides industry executives a platform to exchange views on matters critical to industry resilience and growth.

These include, among others, crafting dedicated remote working policies to enable easier adoption of hybrid workplace, 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 among untapped global buyers/customers.

Despite the pandemic, the Information Technology-Business Process Management industry has not only shown remarkable resilience but has actually grown in terms of headcount and revenues.

For the past two years, more than 110,000 new jobs were created because of the industry.