The Philippines continues to lead in customer experience amid a global slowdown, according to the Contact Center Association of the Philippines (CCAP). A report from Texas-based consulting company Everest Group showed that global growth in the IT and BPO industry fell to between 3% and 4% in 2018, but the country’s IT-BPO sector grew faster than the global market at 5.1% in the same period, although this last figure is lower than the projected 8% growth based on the industry roadmap 2022.
Benedict Hernandez, CCAP chairman, said the take-up of space for the IT-BPO industry in the country reached 126,000 square meters in the first four months of this year, which is back to historical high levels. Meanwhile, Jojo Uligan, CCAP president, noted that the digital shift provides new, higher value opportunities for contact centers in the country. Uligan explained that the Philippines will greatly benefit from the shift away from traditional delivery models to digitally-enabled service delivery developed to transform the customer experience.