Contact centers see revenue, headcount growth in 2027
Source: Philstar.com
Published on: 2026-06-13 16:04
MANILA, Philippines -- Contact center firms are optimistic about their prospects next year, with most expecting higher revenues and workforce expansion, according to a survey by the Customer Xperience Association of the Philippines (CXAP). The 2026 Executive Survey conducted by CXAP, formerly the Contact Center Association of the Philippines, showed that 96 percent of respondents expect to post revenue growth of 10 to 20 percent next year. In terms of headcount, the survey showed that 73 percent expect an increase. Revenue and headcount growth are expected to be driven by the continued adoption of artificial intelligence (AI) automation and other emerging technologies. The survey showed that 93 percent would prioritize investments in AI and technology infrastructure. Also cited as growth drivers were new client acquisitions and the expansion of existing client accounts. Regarding t...
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