Contact Islands 2025 commits to ‘real talk’ on geopolitical risks, AI integration, and the country’s global positioning.
Manila, Philippines– As the Philippine contact center and business process sector enters a defining moment, global political tensions and emerging technologies are reshaping its trajectory. At the forefront of this shift is the return of U.S. President Donald Trump, whose renewed protectionist stance poses fresh challenges to the country’s top outsourcing market.
The United States remains the dominant source of outsourced work to the Philippines, accounting for approximately 85% of total contracts, based on Nexford University data from 2021. With the remaining demand coming from the UK and Australia—also susceptible to U.S. policy influence—the country’s IT-BPM industry is bracing for impact.
“The contact center and business process sector are preparing for any policy changes that may affect growth, especially in light of renewed geopolitical uncertainties,” said Haidee C. Enriquez, President of the Contact Center Association of the Philippines (CCAP), which represents over 167 companies. “But we remain confident. Our agility and resilience, sharpened through the pandemic and AI integration, position us to withstand these disruptions.”
Historical trends support this caution. During Trump’s first term, industry growth fell sharply—from 12.3% in 2016 to just 2.5% in 2017, and 3.9% in 2018. With a second term now underway, the sector is watching closely for signals of renewed economic nationalism and shifts in investor confidence.
Resilience, Growth, and Real Numbers
Despite these uncertainties, the Philippine contact center industry posted solid growth in 2024. According to CCAP, the sector achieved an estimated $31.5 billion in annual revenue — up 6.8% from the $29.5 billion projection previously set for 2025. While the target was not met in sequence, the growth trajectory remains positive.
Contact centers accounted for 83% of the IT-BPM industry’s total $38 billion in revenue last year. Employment also rose, reaching 1.62 million workers in 2024—an 11% jump from 1.51 million in 2023. The contact center workforce represents 89% of total IT-BPM jobs.
Enriquez remains optimistic about reaching the industry’s ambitious $49 billion revenue target by 2028.
“We are consistently re-skilling and upskilling our workforce while strategically integrating AI into our operations,” Enriquez said. “Despite global headwinds, we are creating jobs, accelerating digital adoption, and contributing to national economic growth.”
Contact Islands 2025: Where ‘Real Talk’ Happens
These challenges and opportunities will take center stage at Contact Islands 2025, the industry’s annual flagship conference organized by CCAP. With the theme “Beyond the Hype: CX, AI, and the Forces Reshaping Philippine Contact Centers,” the summit promises an unfiltered, deeply relevant dialogue among industry leaders.
“Contact Islands 2025 will not be business as usual,” Enriquez said. “We’re hosting honest conversations—real talk—about the powerful forces redefining our industry, our country, and our global role.”
Key sessions will tackle:
- The geopolitical implications of a second Trump administration.
- AI’s true impact—beyond buzzwords—including real-world use cases, risks, and ethical considerations.
- The sector’s updated roadmap toward 2028 targets.
- Education and talent development, with a focus on closing skills gaps and fostering innovation through policy and industry collaboration.
The three-day summit will run from May 27 to 29, 2025, at the FILI Hotel, NUSTAR Cebu. It is expected to gather top industry leaders, policy makers, and global analysts to engage in crucial conversations shaping the future of the Philippine contact center and business process sector.
For inquiries, contact the CCAP Secretariat at +63 2 8843 0603 or visit https://ccap.ph/event/contact-islands/.
