Philippine contact center industry earns $31.5Bn in 2024: CCAP
MANILA, PHILIPPINES — The Philippine contact center industry ended 2024 with an impressive $31.5 billion in revenue, accounting for 83% of the information technology and business process management (IT-BPM) sector’s total earnings.
Industry growth despite missed revenue target
Contact Center Association of the Philippines (CCAP) President Mickey Ocampo revealed that the contact center sector also comprises 89% of the IT-BPM workforce, equivalent to 1.62 million employees.
While the industry’s revenue growth fell short of its earlier target of $32.16 billion, it still marked significant progress, increasing from $29.5 billion in 2023 to $31.5 billion in 2024.
“These projections are consistent with the growth targets of the Philippine IT-BPM Roadmap for the period of 2022-2028,” Ocampo stated, emphasizing that strong fundamentals such as cost efficiency, skilled talent, robust infrastructure, and government support remain key growth drivers.
Embracing new technologies to stay competitive
Ocampo stressed the importance of adopting advanced technologies such as artificial intelligence (AI), data analytics, cybersecurity, and cloud solutions to maintain competitiveness. He urged the industry to transition from traditional contact center services to more complex knowledge process outsourcing (KPO) services.
“A key factor is the need to upskill our workforce to adapt to these new technologies and maintain our competitive edge,” he said.
Resilience amid U.S. policy uncertainty
As Donald Trump prepares to take office as the 47th President of the United States on January 20, Ocampo expressed cautious optimism about potential changes in U.S. policies affecting outsourcing services.
“It is still too early to determine any effects of the incoming Trump administration,” Ocampo noted. “But if we were to review the previous Trump administration, we do not foresee any adverse effects.”
The United States remains the largest market for Philippine outsourcing services, particularly for contact centers. Ocampo emphasized expanding the talent pool and upskilling workers as technology adoption accelerates to sustain global leadership in the sector.
Roadmap 2028: A vision for future growth
Looking ahead, CCAP projects its members’ revenues will reach $49 billion by 2028, aligning with the IT-BPM roadmap goal of $59 billion for that year.
These projections underscore the long-term potential of the Philippine contact center industry as a key driver of economic growth and global competitiveness.
