Philippine BPOs must boost cybersecurity skills, says CCAP
MANILA, PHILIPPINES — The Contact Center Association of the Philippines (CCAP) recently highlighted cybersecurity as an essential skill for the business process outsourcing (BPO) sector.
This move is aimed at enhancing the industry’s resilience, maintaining global competitiveness, and ensuring client trust.
“CCAP encourages business process outsourcing (BPO) companies to prioritize cybersecurity as a core component of their operational strategies so they could contribute further to a more secure and resilient industry,” stated CCAP President Mickey Ocampo.
He emphasized the need for continuous engagement and investment in innovative security technologies to safeguard the sector’s future.
Addressing cybersecurity vulnerabilities in BPO
A 2022 study by the United States Agency for International Development (USAID) revealed that up to 75% of the BPO segment could be at risk of cyberattacks and fraud if cybersecurity gaps are not addressed. In response, CCAP urged the IT-BPM sector to collaborate on developing robust cybersecurity solutions.
“We must earn clients’ trust and assure them that their sensitive information is always handled with utmost integrity and security,” Ocampo stressed. He called on BPO firms to demonstrate transparency, accountability, and reliability in their cybersecurity practices to protect their operations and reputation.
Government support for cybersecurity initiatives
The Philippine government is actively supporting these cybersecurity efforts. Frederick Go, head of the Office of the Special Assistant to the President for Investment and Economic Affairs, announced initiatives aimed at positioning the country as a cybersecurity hub.
These efforts include upskilling programs designed to enhance the capabilities of cybersecurity professionals nationwide.
The Department of Information and Communications Technology recently launched the National Cyber Security Plan 2023-2028. This plan includes the creation of a network of Computer Emergency Response Teams and a National Cybersecurity Intelligence Fusion Center.
Additionally, an ICT Academy with a Cybersecurity Center of Excellence will be established further to develop the skills of cybersecurity professionals in the Philippines.
Proactive measures for industry resilience
Ocampo reiterated the association’s proactive approach to cybersecurity, acknowledging that security breaches can severely disrupt services and operations, potentially leading to financial losses and damaged reputations.
“CCAP has always been taking the proactive approach because we understand that security breaches can significantly and abruptly disrupt services and operations, which may lead to financial losses, damaged reputations, and undermined client trust,” he added.
By prioritizing cybersecurity, the Philippine BPO industry aims to secure its position as a trusted global player. This strategic focus will ensure that sensitive client information is protected and that the sector remains resilient against evolving cyber threats.
