필리핀 콜센터, 8만 개의 일자리를 창출하다

Philippine call centers are expected to generate 80,000 to 100,0000 jobs this year despite a slowdown in the business process outsourcing (BPO) sector in 2018, according to the Contact Center Association of the Philippines (CCAP).

Call Center Growth

The BPO sector posted 3-4 percent growth in 2018 and CCAP predicts 7 percent growth this year. CCAP chairman Benedict Hernandez said the contact center sub-segment will continue to expand because the country remains a leader in customer experience services. According to Hernandez, the Philippine contact center industry enjoys global contact center strength in CX.

CCAP President Jojo Uligan said the organization has 107 call center members providing 70 to 80 percent of employment in the country. The contact center sub-segment has also evolved significantly to adapt to artificial intelligence, analytics, and digitization. Among the industry’s main concerns are skills upgrades for agents and recruiting top executives.

Skills for the Industry

In general, the industry is looking for employees with good communication and critical thinking skills, as well as a sense of curiosity about artificial intelligence, robotics and digitization. Accountants, healthcare practitioners and professional managers are also in high demand.

Research and consultancy firm Everest Group reported that the Philippines accounts for 16 to 18 percent of the $81-83 billion global outsourcing market. The group projects 4 percent global market growth in 2019. This expansion can be seen in the strong real estate demand for IT-BPO from January to April this year.

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