PH customer service workforce hits 1.68 million as industry posts steady growth in 2025

Revenue climbs to $33.9 billion while AI adoption and CXAP rebrand signal broader expansion across jobs and operations.

The Philippine customer experience industry continues to scale, with both jobs and revenues moving upward in 2025 even as technology reshapes how work gets done.

Employment across customer support rose 4% in 2025 to 1.68 million workers, with tens of thousands of new roles added in business process services and digital operations. At the same time, revenue reached $33.9 billion, up nearly 7% year on year, underscoring sustained demand from global clients that continue to rely heavily on Philippine-based teams.

Momentum is expected to carry into 2026, with the workforce projected to reach 1.73 million and revenues set to climb further as companies deepen the use of AI tools in everyday operations. 

Rather than replacing roles outright, automation is increasingly being used to handle repetitive tasks, while human agents take on work that requires judgment, communication, and problem-solving.

“AI is not here to replace human roles but to enhance them. It empowers our workforce to focus on higher-value interactions while automation takes care of routine tasks,” said CXAP Chairman Mitch Locsin during the recent 10th Contact Islands Conference in Cebu.

Work inside the sector is also widening, with companies building teams for analytics, customer journey design, and AI-assisted workflows, creating new entry points for workers entering the sector. Emerging roles tied to AI systems and data-heavy operations are also becoming more visible as firms adjust to more complex client demands.

The growth comes as the industry steps into a new identity, with the Contact Center Association of the Philippines now operating as the Customer Experience Association of the Philippines.

The move signals how the sector has expanded into work that now spans digital support, AI-enabled services, and more complex client operations. 

Even with this expansion, companies continue to point to one pressure point. Preparing talent fast enough for increasingly tech-driven operations remains a challenge that now sits alongside growth itself.

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