Philippine BPO Business Statistics 2022

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There have been undoubtedly many disruptions that induced havoc for companies in 2020 and this additionally affected the Philippine BPO Business. Nonetheless, a variety of BPO firms have been ready to make use of this period of disturbance as an opportunity to evaluate and rethink their companies, making them strong and future-proof.

As tech-enabled companies flourished and companies diminished bills in the course of the COVID-19 pandemic, the Philippines’ economically important BPO business exceeded income and hiring expectations final 2021. 

The Philippines should focus on bettering and strengthening its BPO sector. Because it demonstrated its means to maintain financial progress in the course of the pandemic.

We’ve compiled all of the essential knowledge and details concerning the Philippine BPO Business sector on this publish. Use it to information your outsourcing selections.

Let’s focus on the figures for the earlier yr.


BPO Business within the Philippines Statistics 2021

Regardless of being affected by COVID-19, the Philippine BPO Business business’s efficiency in 2021 signifies a comeback and is anticipated to develop for the subsequent few years accompanied by reasonable improve in each employment and income.

The business’s contributions embody preserving jobs, selling funding, selling rural improvement, and rising demand for actual property. As well as, many firms offering worldwide enterprise companies are together with offshoring and outsourcing into their plans to cut back prices throughout nations. Therefore boosting the continual demand for the IT-BPO companies globally.


Supply: IBPAP

Key factors

  • The Philippines’ Data Know-how and Enterprise Course of Administration (IT-BPM) sector continues to be a significant financial driver. it helps create 1000’s of jobs and including billions to the gross home product (GDP) of the nation.
  • In response to the IT and Enterprise Course of Affiliation of the Philippines (IBPAP), the business’s revenues climbed 10.6 % from the 2020 figures.
  • In 2021, the sector had earnings of $29.49 billion which is an efficient indicator that the business is past recovering from the impression of the pandemic.
  • The business’s apparent contributions to nation-building embody preserving jobs, selling investments, selling rural improvement, and rising demand for actual property.
  • The Philippines’ IT-BPO sector is experiencing a revival on account of this double-digit progress, which helps the goal purpose that 2021 efficiency was past remission.

Supply: IBPAP


The biggest employer within the PH

  • In response to the IBPAP, the business added round 120,000 full-time staff (FTEs) within the earlier yr, ending 2021 with 1.44 million FTEs total and recording progress of 9.1 % in comparison with 2020.
  • Technological developments could sluggish the expansion of some low-end companies, maybe reducing the required manpower from 525,000 FTEs in 2016 to roughly 482,000 FTEs by 2022.
  • The variety of mid-skilled jobs is anticipated to extend from 452,000 FTEs in 2016 to 840,000 FTEs by 2022.
  • Excessive-skill companies might broaden much more rapidly, from 169,000 FTEs in 2016 to 478,000 FTEs by 2022.
  • Within the world IT-BPM sector, mid- and high-level expertise can be required for 73 % of the roles by 2022.

Supply: IBPAP

IBPAP will collaborate with numerous authorities and personal entities to ensure the business and its staff are ready to fulfill the increasing and altering calls for of the worldwide market.


The forecasted progress fee of the PH IT-BPM companies

  • The Philippine IT-BPM business’s income progress stepped up by 10.6 % in 2021, with headcount progress at 9.1 %.
  • The income and headcount progress are anticipated to stay within the double digits in 2022, in accordance with a examine performed by the Everest Group.
  • The projected progress of the general market at a compound annual progress fee (CAGR) of 9.2 % from 2016 to 2022 hitting US$ 38.9 billion by the top of 2022.
  • The Philippines is anticipated to outperform the worldwide IT-BPM sector with income progress at 5.6 % (from 2016 to 2022), and consequently, will see a rise in its share of the worldwide IT-BPM outsourcing sector from 12.7 % in 2016 to fifteen.5 % by 2022.
  • By 2028, IBPAP estimates that there shall be roughly 2.5 million individuals working in outsourcing.
  • The necessity for manpower and expertise shortages, aggressive pricing buildings, and subsequent technology enterprise fashions and property will all end in a better reliance on offshoring and outsourcing.

Supply: IBPAP

IBPAP will quickly launch a roadmap for the business by means of 2028.


IT-BPO Philippines Statistics 2022


Supply: IBPAP


In response to the IBPAP, the Philippine BPO Business surpassed the employment and income targets set for this yr.

Along with exceeding the anticipated progress for the yr, the 2021 numbers additionally exceeded the retargeted projections for 2022, which referred to as for 1.43 million full-time staff (FTEs) and $29.1 billion in income.

Between 2021 and 2022, there may be potential for the IT-BPM sector within the Philippines to have annual headcount progress of 5.0 % and income progress of 5.5 %.

The surge could be credited to pent-up demand from worldwide shoppers, elevated belief in work-from-home (WFH) preparations by shoppers of contact facilities and enterprise course of companies, and enlargement in rising sub-segments such e-commerce, monetary expertise, healthcare, and expertise.

This yr’s key progress drivers shall be rising digital adoption by established companies in addition to enlargement throughout sure horizontal and vertical markets.

Supply: IBPAP


The financial progress of PH IT-BPM business

For the primary quarter of 2022, PEZA reported an funding complete of PhP 8.14 billion. 29 new and expanded tasks generated these investments, that are anticipated to generate 3,168 direct jobs yearly and annual export gross sales of $232.454 million.

The nation has improved its capability to supply BPM and non-voice IT companies to a wider worldwide viewers and has confirmed itself as one of many high areas for premium companies at extra reasonably priced pricing factors. The enlargement included options like healthcare data companies in addition to horizontal BPM companies in industries like finance and accounting.

By 2022, 15 % of all the world outsourcing market can be served by Philippine outsourcing companies. The business can also be anticipated to broaden by 8-10 % yearly for the subsequent 5 years. Moreover, the Philippines has continuously been listed as one of many high 5 areas on this planet for outsourcing.

With 27 % of the sector’s workforce dispersed throughout the countryside, the business will proceed to play a important function in fostering inclusive progress by means of established and up-and-coming IT-BPM hubs exterior of Metro Manila.


Contribution to the PH Economic system

Because the flip of the century, the Philippines’ outsourcing sector has seen spectacular progress as main firms all through the world have benefited from the top quality BPO companies supplied by the nation. Thousands and thousands of Filipinos now have entry to the business’s good, well-paying jobs. Moreover, it has boosted the nation’s financial progress and continues to attract international capital.


  • PEZA funding pledges accounted for PhP 8.14 billion this yr, decrease in comparison with the PhP 25.38 billion in the course of the first quarter of 2021.
  • From April to June 2022, the demand for workplace area accounted for 107,000 sq m or 43 % by the IT-BPM companies.
  • The IT-BPM sector, which employs over 1.4 million Filipinos, continued to exhibit a major multiplier impact and generated an extra 4.6 million oblique jobs in assist industries like retail, transportation, meals, logistics and others.
  • As companies make the most of price, expertise, and expertise, extra BPO firms are relocating to the provinces, which now account for 29 % of the entire 1.44 million workforce.
  • Not solely in developed provinces like Cebu and Davao, but in addition in close by islands in Visayas and Mindanao, the BPO business has considerably modified the countryside’s improvement.

Sources: PEZA, IBPAP, and Leechiu


Challenges the Philippine BPO Business would possibly face within the close to future

Know-how does, nonetheless, current some difficulties for the business. Robotic processing, chatbots, and automation will decide the BPO sector’s future, so the enterprise should focus on evolution and upskilling.

Even earlier than the pandemic, chatbots with Synthetic Intelligence (AI) capabilities posed a hazard to the BPO business. The expertise will finally substitute 1000’s of low-skilled or process-driven jobs.

Recognizing the roles that people are most fitted to is vital; often, these are those who want empathy and attentive consideration. Delivering top-notch buyer experiences is essential. Because of this, BPO suppliers must develop superior information of each how you can use expertise to its full potential and what shoppers want.

Will probably be tough, but when historical past is any indicator, the Philippine BPO Business sector within the Philippines will possible rise to the problem.


Results of COVID-19 to the IT-BPO Business

Given its affect and scope, the BPO business has been hailed as a life savior for an financial system that has been sinking ever for the reason that pandemic ripped holes in it and threatened to sink it.

The Philippine BPO sector dealt with its issues and modifications with the brand new work-from-home setting even in the course of the COVID-19 pandemic. Many specialists imagine that it will assist it recuperate extra rapidly and increase its financial system.

Business gamers swiftly launched distant work and reduce the period of shifts after the outbreak started.  Together with the truth that sure BPO firms needed to cope with decreased demand for his or her companies on account of venture postponements and cancellations, this led to capability points within the early going.

  • Despite ongoing lockdowns, working from house has helped the sector develop. WFH provides 23,000 new jobs in 2020, proper when the disaster induced the unemployment fee to succeed in its highest degree in 15 years.
  • By the top of 2021, about 60 % of staff within the IT-BPO sector labored from house.
  • 80 % of Filipino IT-BPO staff have acknowledged that they like a hybrid work mannequin over going again on-site.
  • Regardless of the challenges posed by the pandemic, the Philippine BPO Business sector already hit the federal government purpose for the income and employment targets set for this yr

Supply: IBPAP

IBPAP has been collaborating with the present and incoming governments to speak concerning the actions mandatory for a uniform and intensive coverage on hybrid work and to make it simpler for brand spanking new traders to do enterprise.


BPO Attrition Fee within the Philippines

One of many major points BPO firms face is worker attrition.

The attrition fee within the Philippines is larger than the typical throughout all industries and sectors, with an estimate vary between 30 % to 40 %.

In response to IBPAP’s CEO, compared to the prior yr, business attrition elevated globally by 10 %.

It was revealed that employers are struggling to search out and hold expertise for each entry-level and extremely expert positions.


BPO turnover and retention statistics

  • Within the subsequent three to 6 months, as much as 14 % of IT-BPM staff plan to shift employment.
  • If the RTO directive is applied, a fifth of its members have stated they may resign from the BPO sector.
  • Half-time brokers stayed with the corporate on common for six months. Whereas full-time staff (FTEs) left contact facilities on common after 18 months.
  • Name heart managers serve the corporate for as much as 4 years.

Supply: IBPAP and Magellan Options’ Name Heart Benchmarking Report


The next are a number of the causes of resignation amongst BPO employees members:

  •  Favor WFH set-up than going again on-site
  •  Mismatched jobs and talent set
  •  Lack of collaboration
  •  Lack of correct coaching
  •  Lack of recognition
  • Piled up workload
  • Crew administration points
  • Evening shift work
  • Poor working circumstances
  •  Golden alternatives come up


Firms which can be in a position to comprehend the expectations and wishes of their staff within the office are higher outfitted to plan adaptive strategic choices that may finally consequence within the success of the businesses available in the market they’re in.

Philippine BPO companies attempt more durable to boost their office cultures in an effort to cut back turnover charges. Moreover, they supply alternatives for profession progress, attractive bonuses and aggressive wage, and supply thrilling alternatives.


Good issues will occur amidst challenges

The Philippines’ BPO sector presents various important benefits over different outsourced areas. Slicing-edge infrastructure and expertise, a workforce that speaks English fluently and has a excessive degree of training, in addition to low labor prices, are all benefits that the nation will proceed to have sooner or later.

For companies planning to enter this business, the nation is at the moment in a terrific place to diversify its outsourced companies. This may contribute to the Philippines enjoying a vital half in preserving BPO’s standing as a high supplier of CX. With a purpose to produce a very world-class CX, all of it comes all the way down to combining the best individuals, processes, and applied sciences.

The flexibility to develop and value containment had been the principle targets of BPO companies. This has modified in recent times to providing distinctive buyer expertise or CX. We’d infer that regardless of some financial setbacks and technical disruptions, BPO will proceed to develop.

The Philippines’ BPO future is thrilling and promising! However it should take some huge cash, time, and energy to make this imaginative and prescient a actuality. It’s going to additionally contain discovering methods to concentrate on higher-value companies.


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