CCAP confident it will hit 9-11% revenue growth in 2022
The Contact Center Association of the Philippines (CCAP) is optimistic about its chances of hitting its nine to 11% revenue growth target by year-end due to stronger demand for voice and back-office business processing in the country.
According to CCAP President Albert Mitchell Locsin, the COVID-19 pandemic “spurred a lot of companies to finally outsource everything.”
“We are hoping that we will reach over $30 billion worth of revenues this year,” he added.
The CCAP chief also emphasized that the peso depreciation against the US dollar benefit IT-BPO company in the Philippines.
However, firms could also face agents “demanding transportation allowances, asking for transportation, and asking for [a] premium to be back at the office.”
To further drive the industry’s growth, Locsin said there should be more effort in upskilling Filipinos for higher-value services, improving internet services in the provinces, and establishing more IT-BPO hubs in provinces.
He added that the industry should also have a better marketing strategy to make the Philippines more attractive to investors.
Locsin also emphasized the importance of a flexible working scheme for IT-BPO firms without consequences to their tax incentives.
Last 2021, CCAP members reported a nine per cent increase in revenues to $24.6 billion and employed 1.1 million workers.
