Japanese firms eye BPO expansion in PH
MANILA, PHILIPPINES — Two Japanese businesses are exploring substantial investments in the Philippines’ contact center sector, according to the Contact Center Association of the Philippines (CCAP).
One company, already operating in the country’s automotive, mining, and food sectors, is looking to expand its business into the Business Process Outsourcing (BPO) industry.
CCAP President Mickey Ocampo added that talks with the second firm, an existing BPO business, will occur next week. This company might partner with or acquire other entities within the sector.
Last year, the contact center industry in the Philippines generated $27 billion in revenue, accounting for 84% of the total revenue of the IT and Business Process Management (IT-BPM) industry.
The CCAP forecasts a seven per cent growth rate this year, maintaining the nation’s leading role as a voice and BPO services provider, especially with Generative AI’s incorporation.
Ocampo emphasized Generative AI’s capacity to automate and improve customer interactions, enhancing agent productivity.
Although this technology was not previously included in the industry’s roadmap due to its recent emergence, its influence is expected to become visible in the sector’s performance over the next two to four years.
CCAP affirmed that they are “confident that the sector could easily keep its position as being the world’s top provider of voice and [BPO] services and the ‘heart of customer experience’ with the adoption of Generative AI, which critics assert could be a boon or a bane for the BPO industry.”
