The Contact Center Association of the Philippines (CCAP) strongly supports the government’s new Enterprise-Based Education and Training (EBET) law, as this will help in addressing the skills gap in the workforce.

In a press conference in Makati City Wednesday, CCAP president Haidee Enriquez lauded the government for recognizing the crucial role of enterprises in ensuring a competitive talent pool, especially for the contact center sector wherein the workforce should be regularly upskilled and reskilled amid fast-paced technologies.

The EBET law allocates an initial P500 million for enterprise-driven upskilling, a shift from traditional models that placed the burden of training solely on academic institutions and technical schools like the Technical Education and Skills Development Authority (TESDA).

Enriquez said companies are better equipped to identify and deliver the training needed by their talents.

“I think that there’s recognition already that as enterprises, we know what we need. And because we know what we need, we are in a better position to provide the trainings to upskill our employees because we’re the experts at it,” she added.

The CCAP president also pointed out that the EBET law reflects a more collaborative approach among public and private sectors and the academe.

“We’re very happy that we’re seeing tripartite efforts happening,” she said.

President Ferdinand R. Marcos Jr. signed the EBET Framework Act into law in November 2024 to address the persistent jobs-skills mismatch.

The government is directly extending P500 million and additional tax perks to companies for enterprise-based training.

Meanwhile, Enriquez said CCAP is projecting the Philippine contact center to grow by 5 to 7 percent in revenues and full-time employees this year.

In 2024, the sector generated $31.6 billion in revenues and 1.6 million in FTEs.

PNA PHOTO