CXAP sees revenue growing up to 10% on per-employee basis

The Customer Xperience Association of the Philippines (CXAP) expects revenue per full-time employee (FTE) in the contact center-business process management (CC-BPM) industry to increase up to 10%, as reported by BusinessWorld. The growth projection comes as staffing growth slows and artificial intelligence (AI) reshapes hiring practices.

According to CXAP, revenue per FTE is estimated at $20,000 in 2025, and is projected to reach up to $22,000 in 2026. The association attributes the potential increase to improved productivity and higher-value tasks being handled by human agents as AI automates routine interactions.

The CC-BPM industry in the Philippines has been a major employment driver, but the adoption of AI is leading to a shift in workforce composition. CXAP noted that while overall headcount growth may moderate, revenue growth per employee indicates a move toward more specialized and efficient operations.