Industry Research : Contact Center Industry Remains Bullish
Instead of slowing down, voice services remain to be the largest sector in the country’s business process outsourcing (IT-BPO) industry, with contact centers expected to create 800,000 jobs and haul in US$14.7 billion in revenues by 2016.
Voice still makes up 64 percent of the industry’s total number of direct employees, with 493,000 and over 67% of total revenues, or $9 billion, to date. In 2011, the sector grew 21-percent.
Job opportunities in the voice industry will continue to double in the coming years, according to Contact Center Association of the Philippines (CCAP) and Business Processing Association of the Philippines (BPAP) president Benedict Hernandez.
"For the next 10 years, the problems that the call center industry should expect are the dwindling talent supply, low retention rate, and maintaining an investor-friendly business environment," he elaborated.
In just over a decade, the contact center industry has become a major contributor to the Philippine economy, overtaking India to become the number one global provider of voice services.
"Potential talent is there, but we need to make them either ready with the right skills set or willing to join the industry. K-12 education can be a tool to prepare the country’s talent to drive future industry growth," stressed Sen. Edgardo Angara in his keynote address during the recent International Contact Center Conference and Expo.
To help build potential talent capabilities, the government intends to donate P1-billion to the industry by investing on education and talent development, he noted.
"Contact center agents account for the single biggest source of business competitiveness and success for call centers and similar BPOs," put in CCAP executive director Jojo Uligan.
"A call center’s ability to sustain the growth and development of its workforce is, thus, equivalent to sustaining business competitiveness and success. Our business is our people. Without them we have no business."
Looking farther ahead, "In 2021, the call center industry will evolve, resulting in new work opportunities and new skills. The good news is that the Philippines has these numbers of talent," remarked Swati Chawla, lead for Talent Consulting Business-Southeast Asia of Towers Watson. However, creating and maintaining an environment conducive for business is also crucial in attracting more investors and global clients, suggested Dr. Winston "Stan" Padojinog, senior economist and Dean of the School of Management of the University of Asia and the Pacific.
Aside from combating threats to peace and security, such as terrorism, it is also important to set up technology innovations, systems and infrastructure especially in emerging hubs.
BPAP is the umbrella association for the IT-BPO and GIC (Global In-House Center) industry in the Philippines with y 300 industry and support-industry members, including five associations — Animation Council of the Philippines, Contact Center Association of the Philippines, Game Developers Association of the Philippines, Healthcare Information Management Outsourcing Association of the Philippines, and Philippine Software Industry Association.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, October 1, 2012