Customer Contact Week Asia 2025 brought together industry leaders to explore the future of customer service. This pivotal event highlighted the urgent need to turn AI investment into impact and efficiency in a cost-conscious world.

Discover how top organisations are transforming their customer experience (CX). Learn about the key trends shaping the industry.

Don't miss out on valuable insights from CCW Asia 2025. Download the post-show report to discover attendee highlights, key takeaways, and practical strategies to drive business growth.

Customer Contact Week Asia 2025 brought together industry leaders to explore the future of customer service. This pivotal event highlighted the urgent need to turn AI investment into impact and efficiency in a cost-conscious world.

Discover how top organisations are transforming their customer experience (CX). Learn about the key trends shaping the industry.

Don't miss out on valuable insights from CCW Asia 2025. Download the post-show report to discover attendee highlights, key takeaways, and practical strategies to drive business growth.

The Philippines Contact Centre Industry Report 2025

The Philippines continues to lead as a global powerhouse in the contact centre industry, projected to generate nearly $40 billion in revenue by 2025. This comprehensive report explores the forces powering the sector’s growth, including a highly skilled workforce, adoption of AI and automation, and investments in omnichannel customer engagement. It also addresses challenges such as employee retention, cybersecurity, and rising global competition.

Inside, you’ll find actionable insights on:

• Workforce transformation and upskilling initiatives
• AI integration and hybrid service models combining human empathy with automation 
• Expansion beyond traditional hubs into emerging digital cities 
• Data governance practices ensuring privacy and customer trust 
• Industry trends shaping the future of customer contact in the Philippines

Whether you’re a contact centre leader, CX professional, or technology innovator, this report provides valuable guidance to navigate change and drive competitive advantage in one of the world’s fastest-evolving BPO markets.

The Definitive Guide to the Contact Centre Industry in Asia 2025

Discover What’s Shaping Asia’s Contact Centre Industry

The APAC contact centre landscape is undergoing a seismic transformation. This exclusive market report unveils regional trends, investment forecasts, and country-specific insights into the booming industry across:

• India – $33B market, global outsourcing hub
• Philippines – 1.5M+ workers, $39B industry
• Malaysia – Strategic multilingual BPO destination
• Singapore – High-quality service, data-secure hub

Whether you’re a CX leader, BPO strategist, or tech innovator, this report delivers must-know analysis for 2025 and beyond.

What’s Inside:

• Country-by-country breakdown of BPO growth and economic impact
• Key technology drivers: AI, automation, omnichannel, and cloud
• Strategic outlook: Challenges, investment shifts, and talent trends
• Industry commentary from CX leaders at Thunes, Jupiter Money, and more
• Direct links to CCW Asia 2025 agenda sessions related to these trends
  

Contact centre leaders across Asia need to embrace the evolving AI, tech and data landscape – despite the economic pressures they face. Discover how and why they are investing in the contact centre, and the barriers they are working to overcome. Download to read on!

Traditionally, customer service has focused on delivering reactive support to customer needs on the channels of their choice. However, with economic pressures affecting both corporate and customer spending, the current trading environment calls for a service model that can demonstrate its own value by nurturing measurable loyalty and generating revenue. Delivering great service requires a switch from reactive to proactive support, which sees the organisation solve a service need before the customer knows they have one.

Download this report and find out how and what it means to switch from reactive to proactive customer service.

Customer contact centres in Asia face a unique challenge: excelling in a market rich in cultural diversity. This report dives into how these centres are adapting to meet the ever-changing demands of customers across a complex tapestry of languages, customs, and traditions.

The key to success lies in a strategic tri-factor approach. This approach focuses on:

• Resource Planning: The Cornerstone of Flexibility
• Agile Operations: Adapting to the Dynamics of Customer Demand
• Optimal Staffing: Balancing Efficiency and Customer Satisfaction

By embracing this strategic approach, Asian contact centres can not only meet the high expectations of their customers but also exceed them. Download this report to discover how your organisation can thrive in the dynamic and ever-evolving business landscape.

Despite the proliferation of contact channels available to customers nowadays, call centers have never gone anywhere. In fact, they’re only growing in popularity and expanding into fully-fledged contact centers that are no longer solely manning the phone lines, but now interact with customers through a variety of other touch points too.

Thus in an increasingly complex, connected world, the contact center is set to become the interaction hub of the digital enterprise – responsible for support, interaction, education and data gathering. But in its new role it will need to evolve to deal with more responsibilities and far more complex issues. Download this report as we explore what is a modern day-contact centre today! 

Struggling to keep up with rising customer expectations and fierce competition? The future of contact centers is here, powered by Intelligent Automation (IA), and it's ready to transform your operations. Download this analytics report to access the key to unlocking this potential. Dive deep into how IA can:

• Boost agent efficiency and productivity: Automate repetitive tasks, free agents for higher-value interactions, and achieve first-call resolution rates like never before.
• Enhance customer experience (CX): Personalize interactions, anticipate needs, and resolve issues faster, leading to happier, more loyal customers.
• Gain a competitive edge: Reduce costs, improve accuracy, and become a leader in the Philippines contact center landscape.

Businesses are doubling down on customer service investments, digital transformation, remote work, and cloud technology at an unprecedented rate. Of course, all of these focus areas in contact center change management revolve around quality communication, and the strategic steps we take to ensure the measurable value it brings to customers. Without a deep understanding of why great customer experiences are great, and why poor experiences are poor, we’re left merely hoping change management in the contact centre pays dividends.

Download this special report to find out more about:
• The Future of Voice Channel
• The Right Cloud Approach
• Where to Start

What does the future of automation look like for the world of customer care? To truly revolutionize how we approach customer contact strategy, we need to look at adopting far more cutting-edge automation solutions. By working on bringing these solutions to the mainstream, we can transform the way customer engagement hubs operate.

Did you know that 96% of customers believe that excellent customer service is what results in trust? With numbers like that, it's no wonder that customer care leaders are looking into the true value of customer engagement hubs. But are your customer contact functions actually generating revenue? Download this report to find out how you can draw out the full potential of your customer engagement hubs

Rapidly changing consumer demand has made it necessary for contact centres to update themselves to keep up and continue to provide exemplary service to their customers.

At the same time, with technology's role in customer service and contact centres having grown significantly, agents have had to upgrade their own skills in order to maintain their value to their contact centres and assure customers they are being heard.

Download the interview piece below to find out what the most important skills contact centre agents would need for the future, and how they can go about achieving these skills.

In today’s increasingly virtual world, customers are demanding more than ever before from the companies competing for their hearts, minds, and wallets.

To win in this new digital economy — where trust and connection are currency — it is imperative to build authentic relationships across a variety of channels, digital and analog.

This Twilio white paper outlines the winning strategies companies need to create great digital engagement which is critical to business differentiation, survival and success.

Contact centres have long been the primary point of connection between a brand and its customers - but expectations are changing. Standards for excellent customer service are increasing, and since the pandemic erupted across the globe, enterprises must learn to navigate a new normal.

The remaining agents have to adapt to using new tools and exhibit an updated ethos. Customer journeys have evolved into a virtual-based entity, forcing outdated austere environments filled with ringing telephones to cease to exist. And today - we welcome a new era of the contact centre; customer engagement hubs.

Rebranding from back-office customer support stations to data-driven centres spearheaded by performance analytics and customer insights, this report investigates the evolution of contact centres and contrasts consumer behaviours both pre-and-post-pandemic.

The future is now - so make sure you and your business are not left behind struggling to compete and losing customers in vast swathes. Download The Future of Customer Engagement Hubs in Asia whitepaper to find out how to compete as an elite customer engagement hub of the future!