The contact-center boom in the Philippines is not about to let up and is expected to gain even more steam in the coming years, with revenues for next year seen approaching $8 billion.
Benedict Hernandez, president of the Contact Center Association of the Philippines, said the industry was poised to grow around 23 percent this year to $6.3 billion, from $5.1 billion in 2009.
In terms of employment, the contact-center industry alone was expected to add about 70,000 employees, which would bring the 2010 total to 350,000 people.
Over the next decade, he said, growth should be about 15-20 percent for both revenue and employment.
However, he said the government should also do its part to help the industry by ensuring a stable exchange rate, announcing in advance the schedule of holidays and investing in improving the quality of education in the country.
"Having a stable exchange rate and a committed and predictable holiday schedule are favorable to us. Investment in education is also one form of support that the government can give us. Rules and legislation on labor management is another thing," Hernandez noted.
CCAP board director Bong Borja added that the industry was not seeking any new fiscal incentives from the government as players also understood that government also had to boost its revenues.
"As an industry perspective, the more tax holidays we get, the better, but we also understand the plight of the government. It's a very difficult balance," he said.
Hernandez said incentives granted by the Board of Investments and the Philippine Economic Zone Authority were enough as far as fiscal perks were concerned.
The Department of Trade and Industry's commitment to defend Peza incentives amid rationalization, he said, was also a welcome development.
"It's good to know that incentives for Peza companies are not going to be part of the government review. Businesses want stability and predictability, and most of our members are Peza-registered," he said.
Of the total business-process-outsourcing revenues and employment, contact-center services accounted for some 70 percent.
