PH must secure BPO leadership amid global competition, says CCAP

MANILA, PHILIPPINES — The Contact Center Association of the Philippines (CCAP) underscored the importance of maintaining the Philippines’ reputation as a preferred business process outsourcing (BPO) hub, citing the sector’s substantial contribution to the national economy.

In a press conference, CCAP Managing Director Rosario Cajucom-Bradbury said the Philippines’ dependence on the information technology and BPO (ITBPO) sector outstrips that of rivals like India, Egypt, Mexico, Malaysia, and Poland.

The ITBPO industry in the Philippines currently represents 8% of the country’s gross domestic product (GDP), higher than any of the mentioned countries. This sector also accounts for 33.3% of the total exports and 3.4% of the full-time employment.

“With heavy reliance on the GDP contribution, the more really a reason for us to maintain our position to become the preferred country to outsource their business process management,” Cajucom-Bradbury said.

Amid the rise of generative artificial intelligence (AI) technologies, CCAP President Mickey Ocampo emphasized the role of AI in enhancing customer service delivery. He explained that AI’s capabilities, from automating customer interactions to boosting agent productivity, are transforming the industry.

Meanwhile, CCAP Board Director Pushkar Misra pointed out that reskilling and upskilling the ITBPO workforce is essential to keep pace with these emerging technologies.

“It does not really make some tasks obsolete, but instead, it reinforces the need for upskilling and reskilling of talents, which are already being done across the industry,” Misra said.

The CCAP plans to hold the Contact Islands Conference from July 23 to 26 in Cebu City, with the theme “The Philippines, the Heart of CX.”