Contact centers to continue leading ITBPM sector’s $32 B revenue by 2022

By Bernie Cahiles-Magkilat

The contact center, software, global in-house centers, and health information management subsectors will continue to propel growth of the IT-business process management (ITBPM) industry, which second recalibrated roadmap 2019-2022 targets annual revenue growth rate of 3.7-7.5 percent.

IT and Business Process Association of the Philippines (IBPAP) and the Everest Group shared the targets, which had been recalibrated for the second time around, where revenues are expected to hit between $29 billion to $32 by 2022 for a Compound Annual Growth Rate (CAGR) is at 3.5 percent to 7.5 percent in revenue for 2019 to 2022.

For the revenues, the contact centers and business processing is expected to grow 3.3 percent to 7.4 percent; IT and Software is at 3.2 percent to 6.7 percent; Global In-House Centers is at 3.2 percent to 5.2 percent, Healthcare Information Management is at 7.3 percent to 10.8 percent; and Animation and Game Development are at 7.3 percent to 12.3 percent.

As for headcount and full-time employees, the recalibrated target showed employment to reach 1.42 million to 1.57 million by 2022.

The recalibrated targets showed that the contact centers and business processing is expected to grow 2.8 percent to 6.7 percent; IT and Software is at 2.7 percent to 6.2 percent; Global In-House Centers is at 2.7 percent to 4.7 percent; Healthcare Information Management is at 6.8 percent to 10.2 percent; and Animation and Game Development are at 6.8 percent to 11.7 percent.

While contact center and business processing, global in-house centers, and IT and software remain as the biggest subsectors, the recalibration highlights that healthcare information management, animation, and game development will grow at a higher rate than the overall Philippine IT-BPM industry.

For 2020, the Contact Center Association of the Philippines said its main focus is to steer the Philippine contact center sector as the leader in customer experience (CX) transformation.

This goal will be supported by CCAP’s primary focus areas, namely: countryside development, legislative and government relations, human capital development, membership engagement, and country marketing. A number of key initiatives have already been lined up, which include: a countryside program in partnership with the National ICT Confederation of the Philippines (NICP), data privacy compliance, and a talent and upskilling agenda among others.

For the Global In-House Center Council Philippines, the group will continue to share best practices and collaborate with the industry’s best and brightest in 2020.

Meantime, the Philippine Software Association of the Philippines (PSIA) will continue to conduct seminars on various emerging trends and software practices for both academe and industry professionals. To further enhance and strengthen the trade and investment relationship between Japan and the Philippines in the IT-BPO sector, the association will once again raise the Philippine flag at Japan IT Week Spring: Software and Applications Development Expo (SODEC). In October, PSIA will bring together more than 1,000 stakeholders of the sector to discuss insights on the latest trends in IT and Software Development at

The Healthcare Information Management Association of the Philippines (HIMAP) is ramping up collaboration efforts with the Department of Information and Communications Technology (DICT) when it comes to talent and skills development, which includes the pilot of training courses.

HIMAP is also organizing a delegation for a two-city roadshow this year in the United States that includes a business forum in New York and the Philippine participation at the HIMSS20 Global Health Conference and Exhibition in Orlando.

The Animation Council of the Philippines, Inc. (ACPI) will continue providing more technical vocational trainings and upskilling opportunities for potential and existing animation professionals. It also stressed the importance of maintaining the country’s presence and participation in international animation festivals and strengthening the Philippines’ own Animahenasyon Festival. ACPI is also currently putting together a large-scale multi-year training program for artists outside of Metro Manila to make them globally competitive as independent content developers or service providers working in animation studios locally and abroad.

The Game Development Association of the Philippines (GDAP) has signed an agreement with the CG Arts Society of Japan to localize a computer graphics certification exam called the “CG Creator Certification Exam,” which is recognized by over 70 prominent computer graphics, games, and animation studios in Japan. This will help the local sector set an international bar to reach when it comes to computer graphics quality and skills.