Con­tact centers will still ex­pe­ri­ence growth -CCAP

Sun.Star Cebu - - BUSINESS -

Even as the con­tact cen­ter in­dus­try moves to­wards ar­ti­fi­cial in­tel­li­gence (AI), jobs in the local con­tact centers will con­tinue to grow, with the bulk of work lean­ing to mid- to high-com­plex types.

In a press con­fer­ence Wed­nes­day, Con­tact Cen­ter As­so­ci­a­tion of the Philippines (CCAP) chair­man Bene­dict Her­nan­dez said the in­dus­try would not be los­ing jobs to AI as de­mand in the global mar­ket will con­tinue to grow, with the coun­try main­tain­ing its sig­nif­i­cant share.

From a to­tal of 751,000 di­rectly em­ployed in 2016, jobs in the do­mes­tic con­tact cen­ter in­dus­try is pro­jected to reach 1.18 mil­lion by 2022.

This means the in­dus­try will add around 70,000 jobs an­nu­ally, ac­cord­ing to Her­nan­dez.

High de­mand

“For­tu­nately, our mar­ket glob­ally is grow­ing. And for­tu­nately, the share of the Philippines in the global mar­ket will con­tinue to grow. So there’s enough growth for us. We are not also go­ing to de­cline in terms of in­dus­try size. We’re go­ing to keep grow­ing. The con­tact cen­ter sec­tor, over the next six years, is fore­casted to add 70,000 jobs a year,” he said.

“But the 70,000 peo­ple are dif­fer­ent. You’re not any­more of the same pro­file re­quire­ment we used to re­cruit be­fore be­cause now the com­plex­ity is go­ing up,” Her­nan­dez noted.

Mid- to high-com­plex types of work cur­rently share 53 per­cent of the to­tal jobs in the con­tact cen­ter in­dus­try. This is ex­pected to climb to 73 per­cent by 2022.

Shift to more com­plex tasks

“The num­ber of jobs that are sim­ple is ac­tu­ally shrink­ing,” he added not­ing that the sim­ple type of work will be done by AI, which com­pa­nies are now in­vest­ing in.

Her­nan­dez said the coun­try needs to scale up its hu­man re­sources for the con­tact cen­ter in­dus­try, as the bulk of the op­por­tu­ni­ties for growth will be from mid- to high-com­plex types of work.

Gath­er­ing

Mean­while, CCAP’s an­nual con­fer­ence Con­tact Is­lands will tackle cru­cial trends for the in­dus­try such as AI, ro­bot­ics, an­a­lyt­ics, and other key tech­nolo­gies.

CCAP pres­i­dent Jojo Uli­gan said this year’s Con­tact Is­lands will gather around 300 in­dus­try lead­ers to dis­cuss how the Philippines will po­si­tion it­self in the next years in pro­vid­ing cus­tomer ex­pe­ri­ence.

The con­fer­ence is sched­uled for Oct. 11 and 12 at the Shangri-la’s Bo­ra­cay Re­sort and Spa. /

The num­ber of jobs that are sim­ple is ac­tu­ally shrink­ing. BENE­DICT HER­NAN­DEZ Con­tact Cen­ter As­so­ci­a­tion of the Philippines chair­man Bene­dict Her­nan­dez

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