Philippine contact centers projected to grow 7%, 100k jobs in 2025
MANILA, PHILIPPINES — The Philippines is continuing to experience growth in its contact center industry, and revenue is expected to increase by roughly 5% to 7% in 2025.
The Contact Center Association of the Philippines (CCAP) expects the industry to keep expanding, leading to revenue increasing from $31.6 billion in 2024 to $33.1 billion this year.
With more companies moving offshore and advances in AI, the sector is still expecting to add at least up to 100,000 jobs.
Steady growth amid AI disruptions, global competition
Though AI is changing how things get done, companies still prefer to include human agents in their operations.
“The AI is there, the technology is there, it’s becoming better. But now, companies are more cautious about delving into these types of new technologies,” said Tonichi Achurra-Parekh, CCAP board director.
Yet, the Philippines must contend with lower labor prices in India, Latin America, and Africa.
CCAP President Haidee Enriquez noted that growth will be driven by healthcare outsourcing and global capability centers, sectors where the country retains a competitive edge in English proficiency and customer service expertise.
Job growth and upskilling to meet industry demands
The sector is expected to employ 1.7 million workers by 2025 and add an additional 80,000 to 100,000 jobs.
Businesses still rely on personal, complex conversations that only live agents can handle, as evidenced by the industry’s growth. Enriquez said the economy can keep helping more people find employment.
CCAP is partnering with universities to help close the gap in graduates’ skills needed to meet changing workforce demands. Jamea Garcia, Corporate Secretary, talked about the work to update the curriculum, focusing mainly on soft skills, technology, and practical learning.
“We’re working with schools to upgrade some of that,” Garcia said, addressing concerns over workforce readiness in an evolving digital landscape.
Enriquez also stressed to the reporters, “We’re very confident that it’s still going to be a journey of continued growth,” emphasizing their expectations of hitting growth targets this year.
Read more here.
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