The Contact Center Association of the Philippines (CCAP) reported that local call centers took in US$10 billion in revenues in 2013, higher than the US$9.9B target. The 2013 figure was 18% higher than 2012’s US$8.6B revenues. The number of full-time employees (FTEs) in call centers also increased from 502,000 in 2012 to 586,000 at end-2013.
Revenues and employment are projected to grow by 14-15% in the next two years. After exceeding last year’s projections, the CCAP has adjusted by US$300 million more per year the contact center sector’s revenue projections from 2014 to 2016.
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