Contact Center Association of the Philippines (CCAP)
Definition
Contact Center Association of the Philippines (CCAP)
Contact Center Association of the Philippines (CCAP) is the main trade body for the country’s contact center and customer experience sector. It speaks for its members, tracks sector data, runs skills councils, and sits with IBPAP as one of its sector groups.
There’s a naming wrinkle worth knowing. The association now presents itself publicly as CXAP, the Customer Xperience Association of the Philippines, while its site navigation, its program copy and its registered legal name all still say CCAP.
Both names are in live use, so treat them as one body. The legal entity listed at The Peninsula Manila in Makati City still carries the older CCAP name. The mandate on the site reads the same under either label.
Why should you care? If you buy offshore contact center capacity, membership tells you an operator is established enough to sit in industry rooms. If you run one, it’s your route into policy talks and shared data.
Key takeaways
- CCAP is the trade association for the Philippine contact center and customer experience sector.
- It sits under IBPAP, the umbrella body for the country’s whole IT-BPM industry.
- The group is shifting its public brand to CXAP, and both names are in live use.
- Member councils cover HR, marketing, business continuity and security, and smaller firms.
- Buyers read membership as a signal that an operator is established and accountable.
How it works
CCAP works as a members’ association, not a regulator. It pools contact center operators into one voice for government talks, publishes sector guidance, and runs councils where members set shared standards for hiring, marketing, security and SME support.
The association’s real product is access. Members get a seat in government consultations, a share of sector data, and a set of councils where competitors work on problems none of them can fix alone.
| What CCAP runs | What it covers |
|---|---|
| Advocacy | Government talks on labor rules, taxes and investment incentives |
| Industry data | Sector and workforce reporting shared back to member companies |
| Councils | HR, Marketing, BCP & Security, and SME working groups |
| Talent programs | Skills and training work tied to the IT-BPM roadmap |
| Events | Member conferences, awards and briefings for the sector |
Above CCAP sits IBPAP — the IT and Business Process Association of the Philippines, the umbrella group for the country’s IT-BPM industry. CCAP carries the contact center and customer experience slice of that mandate.
Program work hangs off the Philippine IT-BPM Roadmap 2022, which the association’s own program material still describes as the CCAP’s programs.
Its High Impact Programs cover human capital, technology and innovation, inclusive growth, country competitiveness, government partnership and support for SMEs. Those six lines tell you where member energy goes.
The council structure is public: HR, Marketing, BCP & Security, and SME. Each one gives member firms a standing room for shared problems, from attrition and hiring to site continuity when a typhoon or an outage takes a floor offline.
Nothing CCAP publishes binds a member the way a regulator’s rule would. The pull is commercial: buyers ask who you sit with, and government asks the association first when it wants an industry position.
Events do more work than they look like they do. Conferences and awards are where member companies meet clients, recruiters meet candidates, and the association gets its numbers and its asks in front of the press.
Examples
CCAP’s work shows up in four places you can actually point at: policy talks, council output, roadmap-driven talent programs, and the brand shift now moving the association’s public face from CCAP to CXAP.
Policy first. A large share of Philippine contact center floors sits inside economic zones, so the rules set by the Philippine Economic Zone Authority (PEZA) decide where sites get built and how remote work is treated.
Industry numbers matter in those talks. The Philippine Statistics Authority publishes the national employment and services data that association arguments lean on, and members add their own headcount and revenue reporting on top.
Talent is the second place. The human capital program under the roadmap points at the same problem every operator names first: finding, training and keeping people as the work moves from scripted calls to judgment calls.
The brand shift is the third. The association’s site now runs under the CXAP name and invites you to become a CXAP member, while its About page, its program copy and its footer legal name still read CCAP — one body, two labels.
The fourth is the umbrella relationship. IBPAP fronts the whole IT-BPM industry with government and investors, while CCAP speaks specifically for voice and customer experience delivery, which keeps both messages sharper.
Location matters too. Metro Manila still holds the biggest cluster of seats, while Cebu, Davao and a run of smaller provincial cities carry the growth story the association pushes under inclusive growth.
For a buyer, the practical read is simple. Membership won’t tell you an operator is good — but it does tell you the firm is visible, joins industry work and has something to lose from a bad public record.
Related terms
These terms sit closest to CCAP in the OA glossary, and each one explains a piece of the association’s world: the operations it represents, the labor problems it works on, and the wider outsourcing market its members sell into.
- Call Center: the voice-led operation at the core of most member businesses.
- Outsourcing: the wider practice of contracting work out to an external provider.
- Agent Turnover: the attrition rate that drives much of the association’s talent agenda.
- Agent Development: the training and career-path work that keeps experienced staff on the floor.
- Outsourcing Hub: the country or city cluster where delivery capacity concentrates.
FAQ
What does CCAP do?
It represents Philippine contact center and customer experience companies. The association carries member positions into government talks, publishes sector information, runs councils on HR, marketing, security and SME issues, and hosts industry events.
Is CCAP the same as CXAP?
Yes. The association is moving its public brand to CXAP, and its site already leads with that name, while the About section, the program copy and the registered legal name still use CCAP.
How is CCAP different from IBPAP?
IBPAP is the umbrella body for the whole Philippine IT-BPM industry, covering software, animation, health information management and global in-house centers. CCAP is one of its sector associations, focused on contact center and customer experience work.
How do you become a member?
Membership runs through the association’s own site, which now carries a CXAP member track. Criteria, fees and application steps sit there rather than with any government agency, since this is a private industry body.
Does membership guarantee quality?
No. It signals that a provider is established and visible in industry work, but you still need your own due diligence — site visits, reference calls, and a hard look at attrition and security controls.
Why does CCAP matter to outsourcing buyers?
Its policy and talent work shapes the labor supply, wage trends and site rules behind every Philippine contact center contract you sign.
If you run a Philippine contact center and want buyers to find you, list your capability on the Outsource Accelerator provider hubs.
Independent
