Northern Samar PEDIPO Elevates Profile at Contact Islands 2024 Conference, Paving the Way for BPO Destination Development

Northern Samar PEDIPO joins the 8th Contact Islands 2024 conference at Fili Hotel in Nustar Cebu by invitation from Contact Center Association of the Philippines (CCAP), positioning itself as a potential BPO destination. The event gathers over 600 BPO executives, government agencies, and LGUs to address industry challenges such as cybersecurity, infrastructure, workforce upskilling, taxation uncertainties, AI, and macro-economic conditions. Mitch Locsin highlights the evolving opportunities and challenges faced by the industry. 

“Various challenges and opportunities are emerging that further make this year’s Contact Islands conference timelier and more interesting than ever,” said Mitch Locsin, Chairman of CCAP an umbrella organization of the Contact Center and Business Process Outsource sector with 154 member-firms within the Philippine IT-BPM industry.

Meanwhile, according to Haidee Enriquez CCAP board of directors, the Philippines is now moving towards niche jobs under Knowledge Process Outsourcing (KPO), like finance and accounting, healthcare, medical coder and cybersecurity, among others. However, she said the industry stakeholders should work with the government to maximize the potential of the Philippines.

Contact Islands 2024, themed 'Where Vision Meets Action: CX Philippines', features industry leaders, government officials, and experts discussing key CX issues. The conference aims to foster partnerships, facilitate knowledge-sharing, and address industry trends and challenges through a lineup of speakers and workshops. Day 1 includes a keynote by Sec. Frederick Go and discussions on the global economy and AI-driven CX. Day 2 focuses on HR, business operations, cybersecurity, and marketing, while Day 3 covers privacy, sectoral marketing, and CX management best practices.

The Contact Center and IT Business Process Management sector account for about 83 percent of the entire IT-BPM industry revenue annually.

Based on data from global research company Everest Group, the Contact Center and the IT-BPM sector posted US$29.5 billion revenue in 2023, equivalent to almost 83 percent of the US$35.5 billion revenue of the entire IT-BPM industry. It employed 1.51 million FTEs in the same year, accounting for 89 percent of the 1.70 million FTEs of the whole IT industry.

The Contact Center and IT-BPM sector aim to achieve the Philippine IT-BPM Roadmap 2028 objectives by enhancing adaptability and resilience. The industry faces global challenges like AI proliferation and economic volatility, necessitating proactive approaches to sustain growth.

Governor Edwin Ongchuan and officials from Northern Samar met earlier this month with Mitch Locsin, Chairman of CCAP and First VP and Head of the PLDT Enterprise, to position Northern Samar as a potential BPO destination to create job opportunities for the province.

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