Call centers keep growth target

THE Contact Center Association of the Philippines said it is sticking to its growth forecast this year amid the US and Europe crises.

“The forecast for the full year is still the same. We actually did a mid-year check and the full-year forecast is still sitting around 15 percent to 20 percent,” Benedict Hernadez, CCAP president, told reporters over the weekend.

The forecast is slower than the 21 percent compound annual growth rate in the last five year. CCAP aims to hit $7.1 billion in revenues this year from the $6.2 billion last year.

The group is aiming for revenues to reach $14.7 billion by 2016 from the $2.6 billion in 2006. For this year, the industry expects to hire 400,000 workers, up from the 345,000 last year.

Industry employment is expected to hit 816,000 by 2016 from the 160,000 in 2006. Growth would come from new geographical markets and verticals as well as the local industry’s capabilities in language support and higher value skills.

Hernandez said the industry is expected to gain from the US and Europe crises as more companies from these countries look for ways to reduce costs.

“Economic challenges mean that they are more agressive in going offshore. They have committments to reduce costs. The discussion of offshoring is more agressive,” he said. “It is still a good story this year as well as in the subsequent years. We will continue growing between 15 percent to 20 percent,” he added.

At present, CCAP’s market reach spans Europe, Middle East, Asia, Latin America and Australia.

Earlier, the group said the industry’s main concern is ensuring the long-term sustainability of a qualified labor pool and talent retention. For every 100 applicants, only eight are hired. –DARWIN G AMOJELAR SENIOR REPORTER, Manila Times