As we approach the end of the year, there will be a real bonanza of US dollars boosting our international reserves, with the IT-BPM sector bringing close to $30 billion and remittances from OFWs going beyond $36 billion.
It is also a cause for optimism that both the government and private sector have manifested exemplary flexibility and resilience in adapting to new modes of working at home and working everywhere that have guaranteed an increasing supply of highly educated workers to this sector. If we are to give an award to the economic sector that was most resilient in surviving the global crises over the last 30 years, it would have to go to the Business Process and Contact Center industry of the Philippines. It weathered the dot-com bubble in the late 1990s, helping the Philippines survive the East Asian financial crisis of 1997. It then helped the country minimize the adverse impact of the Great Recession of 2008 to 2012.
The COVID-19 pandemic was in a way a game changer for the better. Before the pandemic, the industry grew at an average of 3% to 6% annually, reflecting a mature yet dynamic market with new revenue streams emerging with changing customer expectations. When the pandemic struck, the CC and BP industry in the Philippines remained mostly stagnant from both a headcount and revenue point of view.
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