The Philippine government has pledged support for the business process outsourcing (BPO) sector amid concerns over the proposed Keep Call Centers in America Act. This U.S. bill seeks to repatriate call center jobs and cut federal grants to companies outsourcing services overseas.
A pillar of the Philippine economy, the BPO industry employs 1.4 million workers and generated $38 billion in revenues in 2024. Nearly 70% of its clients are in the U.S., making it an important market. But government officials and industry leaders stress the need for market diversification to reduce potential risks from U.S. protectionist policies.
DTI commits to safeguarding the BPO sector
Trade and Industry Secretary Cristina Roque assured stakeholders that the government remains committed to assisting the industry amid growing uncertainties. While formal talks with the Information Technology and Business Process Association of the Philippines (IBPAP) have yet to begin, Roque expressed openness to discussing contingency measures.
“For us at the DTI, we’ll continue to help the IT-BPO and IBPAP businesses in whatever they need from us, the same way we’ve assisted in the past,” Roque said. “We can’t just look at the U.S. as the only market. The world is the market.” She added that we must explore other avenues to reduce dependency.
The government has historically supported the industry through tax incentives, economic zones, and infrastructure investments, fostering a business-friendly environment that continues to attract foreign investors. Public-private partnerships also strengthen workforce skills in artificial intelligence (AI), data analytics, and cloud computing, equipping the sector with evolving client demands.
Global confidence remains strong amid expansion
Despite U.S. protectionist pressures, global BPO companies remain optimistic about the country’s growth potential. Various BPO providers continue to expand in the country. Recently, India-headquartered firm Fusion CX opened a new office in Mandaluyong City, making the Philippines its second-largest global hub with operations in Cebu, Cavite, and Albay.
“Our strategy involves tapping into the country’s exceptional talent pool, not just in major urban centers but also in high-potential provincial locations,” said Pankaj Dhanuka, Fusion CX’s co-founder and CEO.
Experts extend this optimism to the industry. The Contact Center Association of the Philippines (CCAP) predicts BPO revenues to rise 5% to 7% in 2025, reaching up to $39.9 billion, while the employment forecast is expected to grow by 80,000 to 100,000 new jobs.
With its skilled workforce, cost competitiveness, and adaptive business strategies, the Philippine BPO sector is well-positioned to explore alternative markets across Europe, Asia-Pacific, and the Middle East, ensuring resilience amid shifting U.S. trade policies.
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Tongco, H. K. (2025, June 23). Impact of Global Trade Disruptions on the BPO Industry Philippines: Call Centers Showing Resilience and Stability. SuperStaff. Retrieved August 26, 2025, from https://www.superstaff.com/blog/bpo-industry-philippines/
Monzon, A. (2025, May 22). Philippine contact center revenues seen reaching $33B in 2025. Inquirer.net. Retrieved August 26, 2025, from https://business.inquirer.net/526568/ph-contact-center-revenues-seen-reaching-39-9b-in-2025
