CCAP tells IT-BPM firms to highlight PH’s ‘gold label’ customer experience management
The Contact Center Association of the Philippines (CCAP) urges Information Technology & Business Process Management (IT-BPM) companies to focus on customer experience management as it expects over a million new jobs by 2028.
During her keynote presentation at the Payoneer Outsourcing Forum 2022 in Clark, Pampanga on November 26, CCAP Managing Director Rosario Cajucom-Bradbury declared that the Philippines is the “gold label” on customer experience management.
“We are very mature in the call center and we are number one. But we must make sure we safeguard that position while we grow the other sectors of services for which we are established,” said Bradbury.
In the same forum, Outsource Accelerator Founder and CEO Derek Gallimore estimated that 40 million outsourced jobs worth US$600 billion will come from small and medium enterprises globally (SMEs) by 2040.
The IT & Business Processing Association of the Philippines (IBPAP) earlier released its IT-BPM industry roadmap, which forecasts 1.1 million new jobs over the next six years.
With 70% of companies and buyers expected to outsource and move their work offshore, Bradbury stressed the great potential for the Philippines and the Asia Pacific region. However, she believes the country needs to work on the marketing and brand position of the IT-BPM sector.
Bradbury said, “We are not cheap. Let’s focus: customer experience is the heart of the Philippines.”
IT-BPM services exports reached a total of US$29.4 billion in 2021, which is second only to OFW remittances at US$34.9 billion. But a study by the Everest Group projects that the IT-BPM services industry’s contribution to the Philippines’ gross domestic product (GDP) will grow from 7.5 per cent to 8.9 per cent in 2028, overtaking Overseas Filipino Workers (OFW) remittances as the Philippines’ biggest source of foreign exchange.
