The Contact Center Association of the Philippines (CCAP) said the group has shifted its focus from survival mode to growth to help jumpstart the economy through hybrid work setup and intensified vaccination efforts.
CCAP president Jojo Uligan CCAP in a statement said despite the rosy prospects, global experts have cited the need for the Philippines to accelerate its digital infrastructure reforms to realize the industry’s full potential.
Uligan cited research from the Everest Group shows that contact center business process sectors in the Philippines are projected to increase by 2.7 to 3.2 percent from
2020 to 2022 in terms of revenue growth rate. Some members even expect a higher trend.
This bucks the expected impact of community quarantines in the capital.
Despite the pandemic in 2020, the Philippines ranked fifth in the Tholons Global Innovation Index based on innovation and digital, super cities, population, and diversity and inclusion.
The 2021 Kearney Global Services Location Index ranked the Philippines 10th based on financial attractiveness, people skills and availability, business environment, and digital resonance.
But the Kearney report also pointed out the country needs to improve in several key areas to improve its digital resonance score and “remain competitive in a digital-first world.”
This is aligned with the recalibrated forecast of Everest Group, which highlighted the continued growth of the Philippine industry will depend on accelerated digital transformation, robust ecosystem, skilled workforce and strong government support.
The study identified challenges like perception of higher business environment risk due to regulatory uncertainty and relatively lower availability of digitally-skilled talent compared to other locations.
“With our industry at the forefront of digital acceleration, it’s only essential that we bring in fresh ideas and expert opinions from around the world to help address these issues,” said Uligan.
CCAP will hold its annual Contact Islands conference with the theme Reigniting Growth in the New Business Environment. It is set to revolve around new operating models to help companies navigate the new business environment while keeping employees healthy and safe.
The virtual event will run from September 27 to October 1.
