Contact centers see revenue, headcount growth in 2027

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June 14, 2026 | 12:00am

MANILA, Philippines — Contact center firms are optimistic about their prospects next year, with most expecting higher revenues and workforce expansion, according to a survey by the Customer Xperience Association of the Philippines (CXAP).

The 2026 Executive Survey conducted by CXAP, formerly the Contact Center Association of the Philippines, showed that 96 percent of respondents expect to post revenue growth of 10 to 20 percent next year.

In terms of headcount, the survey showed that 73 percent expect an increase.

Revenue and headcount growth are expected to be driven by the continued adoption of artificial intelligence (AI) automation and other emerging technologies.

The survey showed that 93 percent would prioritize investments in AI and technology infrastructure.

Also cited as growth drivers were new client acquisitions and the expansion of existing client accounts.

Regarding their assessment of last year’s performance, 57 percent reported revenue growth, while only six percent reported a decline.

The survey also showed that most contact center leaders view the next five years as a period of significant transformation for the sector.

In particular, about 43 percent of respondents are very confident in the country as a customer experience destination, while 48 percent are somewhat confident.

Factors expected to shape the contact center sector over the next three to five years include agentic AI, skills gap, generative AI, cybersecurity and geopolitics.

Top technologies currently being used by the sector are generative AI, predictive analysis or CX data tools, conversation AI or chatbots, agentic AI and robotic process automation.

While AI adoption is expected to drive the sector’s growth, talent is a top constraint to scaling the technology.

“Talent is impeding our accelerated growth,” CXAP president Haidee Enriquez said.

As such, contact center firms are also investing in employee upskilling.