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Call center industry urges gov’t to improve ease of doing business  

THE government needs to improve the ease of doing business to allow the business process outsourcing industry to hit its export revenue and job generation targets, the Contact Center Association of the Philippines (CCAP) said.

The CCAP said its wish list includes a “clear policy on flexible work arrangements, strengthening of the Philippine Economic Zone Authority (PEZA) as a true ‘one-stop-shop’ for administration, compliance, and reporting matters,” the group said in a statement on Monday.

“The CCAP is optimistic that the IT-BPM (Information Technology-Business Process Management) industry could grow up to 10% annually in export revenue and about 8% annually in additional jobs by 2028. This is aligned with the economic recovery goals set by… President Ferdinand R. Marcos, Jr.,” it added.

The CCAP called on educational institutions to produce more Science, Technology, Engineering, and Mathematics graduates who are “digitally-ready and appropriately skilled” to enter the industry.

The group added that the telecommunications, real estate, and other partner industries should continue to improve infrastructure for communications, connectivity, transportation, and workplaces to support IT-BPM growth in Metro Manila and elsewhere.

“There is a surge in global market demand, driving double-digit growth prospects for Philippine IT-BPM. If we collectively support the industry to capitalize on this global demand, it can mean… an additional 1.1 million more high value, high paying jobs over the next six years. This is clearly an exciting time for the industry,” CCAP Chairman Louie Benedict C. Hernandez said.

The CCAP said the industry’s headcount rose in 2021 by up to 10%, or over 120,000 jobs. It was citing data from global research firm Everest Group.

“According to industry insiders, that growth translates to $29.5-billion revenue in 2021 from $26.7 billion in 2020 and $26.3 billion in 2019. The industry’s annual revenue has been continuously growing strongly — from just $8.9 billion in 2010,” CCAP said.

Meanwhile, CCAP said it will continue to address untapped service opportunities to expand to new client categories, and to build more infrastructure aimed at fast-growing technology firms.

“The contact center sector has demonstrated tremendous agility and resiliency to effectively deliver world-class customer experience management services to global and domestic clients throughout the pandemic,” Mr. Hernandez said.

The CCAP is set to hold its Contact Islands 2022 annual event in Boracay Island between Oct. 19 and 21 to discuss the contact center sector’s direction and programs for the next six years. — Revin Mikhael D. Ochave 

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