Philippine contact centers brace for Trump’s trade policies
MAKATI, PHILIPPINES — The Philippine contact center industry is preparing for potential disruptions as former United States President Donald Trump’s protectionist policies threaten to reshape global trade dynamics.
Given that the U.S. holds 85% of the country’s outsourcing contracts, industry leaders are preparing for a resurgence of economic nationalism while simultaneously relying on resilience and the adoption of AI to navigate through the challenges.
Trump’s protectionist policies pose risks to outsourcing growth
The Contact Center Association of the Philippines (CCAP), which represents over 167 companies engaged in contact center operations, believes Trump’s reapply of protectionist trade policies could slow down the IT-BPM sector since it has a large number of contracts from the U.S.
History demonstrates that Trump’s first term saw industry growth fall from 12.3% in 2016 to 2.5% in 2017, which reflected the industry’s vulnerability to U.S. policy changes.
“The contact center and business process sector are preparing for any policy changes that may affect growth, especially in light of renewed geopolitical uncertainties,” said CCAP president Haidee Enriquez.
“But we remain confident. Our agility and resilience, sharpened through the pandemic and AI integration, position us to withstand these disruptions.”
However, with 85% of outsourcing revenue tied to U.S. demand, the sector remains highly exposed to political and economic shifts in its largest market.
CCAP’s resilience despite global uncertainties
The Philippine contact center industry made $31.5 billion in revenue in 2024, a 6.8% improvement over estimates, despite ongoing geopolitical risks.
The creation of new jobs brought the sector’s workforce to 1.62 million, an 11% increase over 1.51 million from 2023, confirming its importance to the economy.
Enriquez continues to look ahead, expecting that upskilling the workforce and using more AI will help Dole achieve an annual revenue goal of $49 billion in 2028.
“Despite global headwinds, we are creating jobs, accelerating digital adoption, and contributing to national economic growth,” said Enriquez.
“We’re hosting honest conversations — real talk — about the powerful forces redefining our industry, our country, and our global role,” Enriquez said, stressing that the upcoming Contact Islands 2025 summit in Cebu will address challenges, focusing on AI integration and geopolitical risks shaping the industry’s future.
