Contact center revenues up in 2013 – Philippine BPO News

Contact Center Revenues Up By 16{e8fe589d9b69dc037a6a4aa35236da7f83b8d879d076b5f6a2cafb6f40d0d1ac} in 2013
by Eve Sastre | May 15, 2014 | No Comments

Contact centers across the Philippines earned $10 billion in 2013, exceeding their $9.9 billion target. According to recently released figures from the Contact Center Association of the Philippines (CCAP), this is the highest total revenue the sector has ever posted and represents a 16 percent increase from 2012’s $8.6 billion.

  • This revenue surge has been accompanied by a rise in full-time employment. By the end of 2013, contact centers had added 84,000 full-time employees to their rolls, resulting in a total of 586,000.

  • This is an almost 17 percent increase from 2012’s 502,000.The significant rise in revenue and employment illustrates the strong growth that the sector and the information technology-business process management (IT-BPM) industry as a whole has been enjoying in recent years. Contact center firms comprise 70 percent of the industry, which generated earnings of $13.3 billion in 2013. Steady demand, more future growth.

  • Driving all this growth is continuing demand from English-speaking markets, with the United States still leading the pack, followed by emerging markets Australia, New Zealand, and the UK. The Philippines has been the world’s top destination for voice services since 2010 and has the largest contact center sector.

  • Recently, Manila was ranked the world’s #2 outsourcing site for 2014 by strategic advisory firm Tholons.

  • The CCAP has also revised their revenue projections upwards. The organization expects the sector to hit revenue targets of $11.4 billion (up from $11.1 billion) in 2014; $13.1 billion (up from $12.8 billion) in 2015; and $15 billion (up from $14.7 billion) in 2016. The IT-BPM industry’s earnings as a whole is forecasted to exceed $15.3 billion this year.

Eve Sastre

About the Author

Eve handles digital marketing for August 99 and heads a team of SEO specialists, researchers and copywriters.

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