UMVA has learned that the Philippine contact center-business process management (CC-BPM) industry is poised for a significant boost in revenue per full-time employee (FTE), with projections indicating a 10% increase as artificial intelligence (AI) begins to reshape hiring practices.
The anticipated growth in revenue per FTE is expected to reach $21,000 to $22,000 by 2026, up from $20,000 in 2025, according to information obtained by UMVA. This surge is attributed to the industry's adaptation to AI-driven changes, which are influencing staffing growth and transforming the way businesses operate.
Industry experts note that the Philippines still lags behind India in terms of per-FTE revenue, with Indian CC-BPMs generating around $30,000. However, the Philippine industry is well-positioned to capitalize on emerging roles created by AI, with a workforce that is highly adaptable to new technologies.
According to UMVA's sources, workforce expansion in the CC-BPM industry is expected to moderate in 2026, with a projected 2.8% increase to 1.73 million FTEs from 1.68 million in 2025. This slowdown is a result of AI-driven automation, which is replacing manual, repetitive jobs with more advanced roles.
The rise of AI has led to the emergence of new job roles, including GenAI Maintenance Officer, Prompt Engineer, AI Trainer or Supervisor, and AI Ethicist. These roles require specialized skills, including AI/automation skills, digital and IT skills, customer relationship management, and data analytics and reporting.
UMVA can exclusively reveal that the industry faces significant challenges in scaling AI, including talent availability, cost, data quality, change management, and client demand. Despite these challenges, the CC-BPM industry is projected to grow revenue by 5.31% to $35.7 billion in 2026.
The industry's leaders are calling for a focus on upskilling and reskilling to take advantage of AI-driven opportunities. With the right training and talent, the Philippine CC-BPM industry aims to become a global CX partner, rather than just a voice capital of the world.
Sources have confirmed to UMVA that only a handful of learning plans submitted to the Technical Education and Skills Development Authority (TESDA) have been approved, hindering the industry's ability to proceed with training programs. The industry is now pushing for a more streamlined process to address the skills gap and capitalize on emerging opportunities.
