DIVERSIFICATION will help cushion the possible impact of the proposed “Keep Call Centers in America Act,” aimed to protect local jobs by removing federal grants to companies that have call centers outside the United States.
The business process outsourcing (BPO) industry contributes a big part to the Philippine economy, with employment of around 1.4 million in 2024 and revenues of about USD38 billion. Around 70 percent of clients are based in the US.
Department of Trade and Industry (DTI) Secretary Cristina Roque said there are no discussions yet with officials of the Information Technology and Business Process Association of the Philippines (IBPAP) but expressed openness to talk about possible measures to help the sector.
“But for us, (the) DTI, of course, we’ll continue to help the IT-BPO (and) IBPAP businesses in whatever they need from us. Of course, we’ll assist the same way we’ve assisted in the past,” she said.
She added: “We can’t just look at the US as the only market. The world is the market. If you look at their population as compared to the world, it will show you that we should really find other avenues to explore.”
Amidst the uncertainties, India-headquartered Fusion CX is upbeat in its operations in the Philippines and has even expanded to several sites in Metro Manila.
Its co-founder, chair, managing director and chief executive officer, Pankaj Dhanuka, in a reply to e-mailed questions from the Philippine News Agency, said their domestic operations remain strong due to an exceptional talent pool, government support, strategic growth engine, and industry resilience and innovation.
“Our strategic approach involves tapping into this talent pool not only in major urban centers but also in high-potential provincial locations,” he said, referring to their presence in Cebu province, Silang in Cavite, and Legazpi City in Albay.
“The Philippine government has consistently shown its commitment to the BPO industry through supportive policies, tax incentives and the creation of economic zones. This has fostered a business-friendly environment that encourages foreign investment and industry growth,” he added. (PNA)
