Cebu’s BPO boom threatened by fake call center operators, CCAP warns
CEBU, PHILIPPINES — Cebu City’s thriving outsourcing industry faces a growing threat from illegal BPO operators posing as legitimate call centers.
The Contact Center Association of the Philippines (CCAP), representing 168 legitimate firms, warns that these fraudulent players risk undermining the country’s reputation as a trusted global outsourcing hub—prompting a crackdown to protect jobs and credibility.
Industry leaders sound alarm over scam hubs
CCAP President Haidee Enriquez stressed that while these fraudulent firms don’t directly impact member companies, they reflect a broader threat to the industry’s global standing.
“These cases serve as a wake-up call. They do not damage our core, but they push us to be even more vigilant. Our role now is to ensure this doesn’t happen again,” she said, signaling tighter monitoring and collaboration with authorities.
CCAP Board Director Mitch Locsin warned that unchecked illegal operators risk scaring off multinational clients, who rely on the Philippines’ reputation for reliable, ethical outsourcing.
The group is now leveraging internal intelligence networks to track and report suspicious entrants before they inflict lasting damage.
Workers, public urged to help weed out fake BPOs
As fake BPOs continue to evade regulatory oversight, CCAP is relying on employees to act as frontline watchdogs.
Enriquez urged workers to verify their employers’ legitimacy through industry bodies like CCAP or Information Technology and Business Process Association of the Philippines (IBPAP), emphasizing that the first and last line of defense is always the people on the ground. Anonymous tip lines and tighter vetting of new firms are also part of the strategy.
Cebu City Mayor Raymond Alvin Garcia assured protection for employees who come forward as witnesses, emphasizing their crucial role in restoring trust in Cebu’s BPO sector.
The call to action comes as Cebu’s BPO sector faces reputational risks that could deter foreign investment.
Every direct business process outsourcing (BPO) job supports seven indirect roles, indicating that even isolated scandals could have a significant impact on the economy.
“Any damage, even isolated, can ripple through the entire industry,” Locsin cautioned.
By empowering workers to spot red flags, CCAP aims to preserve the sector’s $31.6 billion annual revenue.
