US to remain PHL call center industry’s top partner

MANILA-- Despite the inward-looking policy of United States President Donald Trump, the Philippines' contact center sector projects the U.S. to remain its largest market even in the next years.

In a briefing Thursday, Contact Center Association of the Philippines (CCAP) Chairman Benedict Hernandez said the local industry has yet to be affected with the "America first" policy of Trump, as the U.S. continued to share largest contact center and business process outsourcing (BPO) demand in the global market.

"Right now, in terms of direct impact to us, we have not really seen any material impact in the way our clients are working with us," Hernandez said.

He added that 70 percent of the current demand came from North America, with majority of the demand coming from the U.S.

He said that U.S. would remain as the country's top contact center partner due to the robust growth of healthcare demand. Majority of healthcare services that the local contact center served was for the U.S.

The industry expects the trend to continue in the next six years, but with the share of U.S. to the pie shrinking.

"Our expectation is its going be majority North America. That is the largest market in the world and continues to grow. But what we're saying is, the mix between U.S. will continue to be smaller, but continue to be majority," the CCAP chair noted.

Hernandez explained that unlike seven years ago, where the market for Philippine contact center was concentrated on the U.S., the demands were now seen on other parts of the world, including Europe and Asia Pacific.

He mentioned that highest growth demand was in the Asia Pacific, with Australia and New Zealand as the fastest growing market for Philippine contact centers.

Source: Philippines News Agency

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