CEBU continues to cement its position as a critical pillar of the Philippines’ Information Technology and Business Process Management (IT-BPM) industry, with the Visayas region accounting for 34 percent of total full-time employees (FTEs) and Cebu contributing a significant 15 percent of the national workforce.
Industry data ending 2024 showed that the Philippine IT-BPM sector posted US$38 billion in revenue, supported by 1.82 million FTEs, reaffirming its resilience amid global economic uncertainty, climate disruptions and political transitions. Notably, the contact center contributed $31.6 billion, or 83 percent of total industry revenue, and 88 percent of total FTEs, underscoring its dominant role in the sector.
Among regional contributors, Cebu remains the undisputed leader in the Visayas, with over 160,000 FTEs out of the 396,000 FTEs on the island. Cebu’s growth is supported by strong activity in neighboring cities like Mandaue, Lapu-Lapu and the South Road Properties (SRP) area.
Cebu’s growing IT-BPM footprint is fueled by strategic real estate developments, green building initiatives and ongoing Philippine Economic Zone Authority-approved 66 new and expansion projects worth P58.947 billion in the first quarter of 2025.
“With nearly 400,000 FTEs in the Visayas, and Cebu alone making up 15 percent of the total industry workforce, the region plays an increasingly pivotal role in our growth trajectory,” said Mitch Locsin, chairman of the Contact Center Association of the Philippines (CCAP). “The optimism among our member companies operating in Cebu is unwavering.”
The sector’s 2025 outlook projects revenue to reach $40 billion, a five percent increase year-over-year, while employment is expected to grow by nine percent, reaching nearly two million FTEs. Within the contact center segment, revenue is forecasted to climb to $33.2 billion, with 1.76 million FTEs.
Growth drivers
CCAP president Haidee Enriquez said industry leaders point to several key growth drivers, including the steady US market demand, which remains a strong revenue generator despite global headwinds. The Philippines’ unmatched reputation in customer experience management keeps it top-of-mind for global firms. Rapid tech adoption by local IT-BPM companies, particularly in artificial intelligence, automation and analytics, is increasing the country’s competitive edge.
However, many issues still pose challenges to the sector and the industry as a whole. Among those are geopolitical, particularly the renewed protectionism approach of US President Donald Trump. The US remains the primary source of outsourced work to the Philippines, accounting for about 85 percent of total contracts, based on data from Nexford University in 2021.
“Fortunately, the current US tariff movements are centered on goods, not on services,” said Enriquez. “But we do not rule out the possibility of a shift, which may affect our sector eventually. Based on the latest pulse survey we did within the industry, the way we do business in our sector is still not bearing the impact of Trump’s actions. But we are watchful and cautious. Moreover, the US consumer behavior might also affect how we provide solutions.”
To address future readiness, Enriquez said there’s a need to close the digital skills gap as emerging technologies reshape business needs; implement rigorous upskilling, reskilling and cross-skilling programs to maintain global service standards; and enhance technology capabilities across the entire ecosystem.
Enriquez added that rural expansion continues to be a core strategy. The share of countryside employment has risen to 34 percent, gradually shifting beyond Metro Manila, as companies tap new talent pools and develop next-wave cities.
“With our 2028 roadmap in place and Cebu’s consistent performance, we are confident the Philippines will surpass its mid-to high-range growth targets,” said Enriquez, adding that the figures prove the industry remains crisis-proof and globally competitive. / KOC