19% growth seen for contact centers

Posted on January 29, 2014

AS THE country’s reputation in the global voice outsourcing services sector remains strong, the Contact Center Association of the Philippines (CCAP) expects that the industry grew nearly a fifth last year.

A manila contact center representative talks to clients in this Nov. 12, 2008, photo. Australia and the United Kingdom are two growing markets for voice services. -- AFP
“We were estimating that we are going to grow 18-19% this year (2013). That’s our forecast based on the reports of our members,” said CCAP President Benedict C. Hernandez, on the sidelines of the inauguration of Alere Philippines, Inc. in Taguig City yesterday.

Mr. Hernandez said markets like Australia and the United Kingdom are increasingly becoming “fast-growth markets” while the share of the United States in the industry’s operations is slowly decreasing.

“The last time I looked, the US share was now 80%, whereas in the past, it used to be 90%,” said the CCAP President.

He added that the call center industry’s growth hinges on the entry of new players and, at the same time, the expansion of existing companies in the Philippines.

Mr. Hernandez said official industry growth figures will be released in February or March.

CCAP, a member of umbrella group Information Technology and Business Process Association of the Philippines (IT-BPAP), has nearly a hundred member companies operating in various strategic locations in the Philippines, according to its Web site.

In 2012, the contact center industry in the country was valued at $8.7 billion in revenues.

IT-BPAP, meanwhile, expects the whole outsourcing industry to have grown $16 billion last year from 2012’s $13.2 billion. The group’s outsourcing industry target is $20 billion this year and $25 billion in 2016.

Research firm Tholons ranked Manila second in its annual list of the world’s top 100 outsourcing destinations. -- Daryll Edisonn D. Saclag