The Philippine contact center and business process management (CC-BPM) sector expanded its workforce and revenues in 2025, with industry leaders attributing part of the growth to the increasing adoption of artificial intelligence (AI).
The Customer Xperience Association of the Philippines (CXAP), formerly known as the Contact Center Association of the Philippines (CCAP) reported that the sector’s full-time workforce grew by 4% to 1.68 million employees in 2025 from 1.62 million in 2024.
The increase represents more than 60,000 additional jobs over the past year.
CXAP chairman Mitch Locsin said employment in the sector is projected to reach approximately 1.73 million workers in 2026, reflecting a further 2.8% increase.
The CC-BPM segment accounted for about 89% of the country’s total information technology and business process management (IT-BPM) workforce, which reached roughly 1.89 million employees in 2025, up 3.7% from the previous year.
Industry revenues also increased, with the CC-BPM sector posting a 6.94% rise to $33.9 billion in 2025 from $31.7 billion in 2024. Revenues are projected to reach $35.7 billion in 2026.
According to CXAP, AI adoption is contributing to the emergence of new services and job categories across the industry.
Areas such as marketing, supply chain management, and customer journey mapping are evolving alongside traditional contact center operations, while new roles such as Generative AI Maintenance Officer and AI Ethicist are beginning to emerge.
Haidee C. Enriquez, president of CXAP and chief executive officer of Microsourcing and Beepo, said the industry’s hiring growth counters concerns that AI will eliminate jobs.
“Through the sector’s proactive approach to the evolving global landscape, we can confidently assert that the Philippines is ready to be recognized not only as a service destination but as a leader in customer experience in the AI era,” Enriquez said.
Results of CXAP’s 2026 Executive Survey showed that AI adoption ranked as the third-largest growth driver among CC-BPM firms, behind the expansion of existing client accounts and the acquisition of new customers.
Generative AI was identified as the most widely adopted technology, while talent readiness remained the biggest challenge to scaling AI initiatives.
The industry group said it remains on track toward its target of generating $49 billion in annual revenues and employing 2.3 million workers by 2028, contributing to the broader IT-BPM industry’s goal of reaching 2.5 million employees.
