Philippine BPO Industry: Resilience, AI Challenges, and Global Expansion

1月 19, 2025

Manila, December 30, 2024 – Amid global economic fluctuations and local industry uncertainties, the Philippines’ BPO sector has experienced growth, demonstrating economic resilience. As a key economic pillar, it not only continues to expand but contributes 8.5% to the country’s GDP, making it a reliable force driving progress in the Philippines.

 

The World’s Largest Voice BPO Destination

At night, many skyscrapers in Manila are brightly lit, with thousands of people serving clients from the other side of the globe. Logos of various BPO companies are visible outside buildings. COMRiSE has been in the Philippines for over seven years. The local BPO leader explains, “Unlike China’s BPO industry, the Philippines has a huge advantage in customer service: low labor costs, a 90%+ English proficiency rate, and a natural proximity to the North American market.”

The BPO industry has rapidly developed over the decades, becoming a vital part of the national economy. In 2010, the Philippines overtook India and became the ‘Call Center Capital of the World,’ employing over 500,000 workers. Today, the Philippines is the largest global voice BPO destination, with the sector being the country’s largest private sector employer, employing 1.3 million people.

During the pandemic, despite challenges, the BPO sector created 255,000 jobs. Before the pandemic, only 25% of jobs were outside Manila, but now this has risen to 32%, and is expected to reach 40% by 2028. Remote and hybrid working models will boost this number. Economic benefits are spreading to cities outside Manila, like Cebu, Davao, and Bohol. The BPO industry has had a profound impact on the Philippine economy.

 

AI and Skills Upgrading Challenges 

The BPO sector is indispensable to the Philippine economy, but the rise of AI has left many employees feeling uncertain.

Despite having a young workforce, the BPO industry faces a skills mismatch. Today’s job market demands not just English proficiency but also critical thinking, problem-solving, analytical skills, and industry expertise. Jack Madrid, President of the IT and Business Process Association of the Philippines (IBPAP), believes that upskilling available talent could create hundreds of thousands of new jobs.

IBPAP has launched the “Philippines Skills Framework” initiative, aiming to upskill 1 million workers by 2028. The government is trying to help workers transition into “new-age laborers” capable of collaborating with AI. To achieve this, IBPAP has partnered with the Department of Education and the Technical Education and Skills Development Authority (TESDA) to offer competency-based training programs.

This AI “threat” has made more Filipinos realize AI’s potential. It’s surprising that the Philippines is leading in AI adoption. According to research by Electronicshub.org, the Philippines ranks first globally in AI tool searches, with 5,288 searches per 100,000 people per month.

Source: Electronicshub.org

Nearly two-thirds of BPO companies in the Philippines, according to IBPAP members, are already using AI or piloting it. Efficiency is the main reason companies adopt AI. Many BPO workers in the Philippines perform simple, repetitive tasks, making AI integration easier.

 

COMRiSE BPO Supporting Globalization

As a global leader in HR services, COMRiSE established its Southeast Asia headquarters, Risewave, in the Philippines in September 2017. To better serve clients and candidates, Risewave has upgraded services, reformed operations, and streamlined management, evolving into a flatter, dynamic, and flexible model. It has also attracted and trained a team of skilled, experienced, and responsible employees. In 2023, the company launched COMRiSE Global Solution in the Philippines to meet the diverse needs of clients and to upgrade and innovate products.

COMRiSE also builds a mature two-way channel between Chinese enterprises and overseas markets, helping solve international employment and recruitment needs. This provides customized, one-stop HR solutions to help Chinese companies enter global markets.

As a key part of COMRiSE ‘s global strategy, COMRiSE Global Solution focuses on offering offshore talent solutions and recruitment outsourcing services to global clients. COMRiSE will continue to invest resources to meet the diverse needs of global customers, upgrading products and innovating solutions. The company aims to provide customized, one-stop solutions for businesses at different stages of globalization, combining extensive recruitment experience, expert teams, and cutting-edge technology to meet complex, changing business demands.

 

讯升

At Comrise, we offer tailored solutions for the full-time, part-time, direct-hire, contract, and permanent talent that your business needs. For 40 years, we have delighted our clients and candidates by focusing on customer satisfaction, innovation, and flexible workforce solutions!

If you’re looking for new job opportunities click here, or if you’re looking for a reliable partner to help you secure top-notch candidates for hard-to-fill roles, click here. For more information, feel free to contact us, click here.

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