CCAP sees ‘high-level growth’ in contact center industry with 1 million more jobs by 2028

File photo from the Contact Center Association of the Philippines

The Contact Center Association of the Philippines (CCAP) said it is bullish about creating one million more jobs by 2028.

“Based on a high-growth scenario forecast, the industry sees the potential to increase the number of its full-time employees (FTEs) from 1.3 million to 2.3 million and achieve an annual revenue of $49 billion by 2028,” CCAP said in a news statement issued on Friday.

At the recently held Contact Islands Conference in Boracay, CCAP outlined the provisions of the 2022-2028 industry roadmap. In addition, the contact center industry discussed “pathways” towards maximizing global customer experience management (CXM) opportunities.

According to the CCAP, it is looking at having more than 600,000 additional jobs and a $40 billion revenue, while the “least optimistic” scenario projects 300,000 more jobs and $32 billion annual revenue by 2028. 

CCAP President Mitch Locsin said the contact center industry would achieve a high-level of growth scenario with the “right support and policy landscape.” The CCAP president also noted that half of the 1 million jobs target would come from the countryside.

“With the right support and policy landscape, the industry is keen on achieving the high-level of growth scenario. We are optimistic that our value proposition—highlighted by our competent talent pool, our track record in delivering unrivaled quality and business outcomes for our clients—remains strong and highly relevant, and will allow us to continue to take a significant percentage of the outsourced CXM demand across the globe,” Locsin said during the event conference.

“What makes us even more inspired is that half of the 1 million additional jobs forecasted would come from the countryside, making growth more inclusive and impactful,” Locsin added. 

Under its roadmap, the industry identified four acceleration pillars to ensure continued growth. These are: government support, talent development, infrastructure expansion, and marketing and brand repositioning.

For his part, CCAP Chairman Benedict C. Hernandez said the Roadmap 2028 would propel the industry to contribute $49 billion export revenues to the Philippine economy by 2028. 

“Roadmaps represent our collective aspiration, our vision as an industry. It contains a blueprint of how we collectively work together to create the conditions necessary to achieve that vision. Roadmap 2028 is meant to inspire, galvanize, and rally multi-sectoral efforts to work together and create one million more direct jobs and contribute $49 billion export revenues to the Philippine economy by 2028,” the CCAP chairman said.

 “A million more direct jobs matter to our national economic recovery. It matters to our country, it matters to our fellow Filipinos. With support from our government, academe, and other enabling sectors, we are confident we can achieve this” Hernandez added.

According to CCAP, the Contact Islands Conference is its annual event, which provides industry executives a platform to exchange views on matters critical to industry resilience and growth. 

For this year’s conference, conference speakers and panelists talked about specific recommendations under each of the industry roadmap acceleration pillars.

These include, among others, crafting dedicated remote working policies to enable easier adoption of hybrid workplace, reskilling and upskilling of employees, developing robust senior high school and technical/vocational programs to increase employability, tapping new sources for talent recruitment, ensuring last mile connectivity, marketing among untapped global buyers/customers etc.

The CCAP is the umbrella organization of the Philippine contact center industry. It serves as the “focal point” of sectors that enable the Philippines to sustain its leadership in the global contact center industry.


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