Revenues of contact centers hit $29.5 billion in 2023, data from global research firm Everest Group.
That represents a 9-percent growth from $27 billion in 2022.
The Contact Center Association of the Philippines (CCAP) in a statement said the industry accounted for 83 percent of the entire information technology-business process management (IT-BPM) industry revenue of $35.5 billion in 2023.
By 2028, CCAP said the industry would have revenues of $49 billion, or 83 percent of the total IT-BPM target of $59 billion.
Employment in the contact center sector grew 9.4 percent year-on-year in 2023 to 1.51 million, faster than the 8.6 percent growth of the IT-BPM industry. Contact center workers represented 89 percent of the 1.7 million full-time employees in the IT-BPM sector.
The goal is to reach 2.2 to 2.3 million by 2028 of the 2.5 million to be created by the IT-BPM sector by 2028.
CCAP said it stands firm on its position that Artificial Intelligence (AI) will bring about encouraging benefits and opportunities to its stakeholders. continues to reiterate that generative AI generates positive impact not just to contact center firms but also to the entire IT-BPM industry.
“We firmly assert that AI will continue to help make our industry become more resilient and generate more revenue, contradicting fears of some concerned parties,” said CCAP president Mickey Ocampo. “
Ocampo said AI could logically boost productivity in the workplace by enabling contact center agents to focus on more important and complex transactions, which could ultimately make the overall experience much better–for agents and customers alike.
To facilitate further discussions about the influence of AI and other significant issues to local call center operations, the 145-member CCAP will hold Contact Islands 2024 from July 24 to 26, 2024 at the Fili Hotel Nustar Cebu in Cebu City.
