The Evolution of the BPO Industry in the Philippines: A Conversation with Celeste Ilagan
What does it take to turn a few hundred call center jobs into a powerhouse industry employing over 1.8 million Filipinos?
Season 2 opens with industry icon Celeste Ilagan, COO of IBPAP, as she joins host Marie Ampeloquio to explore the game-changing growth of the IT-BPM industry in the Philippines. From a few hundred jobs in 2000 to 1.82 million today, Celeste walks us through the movement that shaped towns, created careers, and put the country on the global professional services map. They also tackle urgent challenges like the talent-skills gap and readiness for AI disruption.
This episode sets the tone for a season focused on innovation, transformation, and building future-ready industries.
Key Highlights:
The IT-BPM industry grew from hundreds to 1.82 million Filipino jobs in two decades.
BPO helped transform cities like BGC, Iloilo, and Davao into economic hubs.
Talent is both the industry’s greatest strength—and its biggest challenge.
Only 10-15% of applicants meet industry standards due to skills mismatch.
Key solutions: immersion programs, micro-credentialing, TESDA support, and curriculum shifts.
The sector calls for English-medium instruction and early coding education.
68% of IBPAP members already use some form of AI—but readiness varies.
Upskilling and collaboration with DepEd, CHED, and TESDA are critical for future growth.
Radical Thoughts from the Episode:
Marie Ampeloquio (Host)
"If we’re not building for the future, we’re already falling behind." – Marie Ampeloquio
"You don’t just build an industry—you nurture it, scale it, and protect it." – Marie Ampeloquio
"I still get goosebumps hearing what we’ve achieved in the BPO space." – Marie Ampeloquio
"From HR consulting to being part of this ecosystem, I’ve seen how it changed lives." – Marie Ampeloquio
"What we’ve built from scratch now defines entire cities and futures." – Marie Ampeloquio
Celeste Ilagan (Guest)
"The IT-BPM industry put the Philippines on the global map of professional services." – Celeste Ilagan
"Our greatest strength is Filipino talent—but also our greatest challenge." – Celeste Ilagan
"Only 10 to 15 out of every 100 applicants are qualified. We need to bridge that gap." – Celeste Ilagan
"Automation isn’t new—it’s the noise around AI that’s new." – Celeste Ilagan
"The future of the industry depends on upskilling, reskilling, and tighter collaboration with education sectors." – Celeste Ilagan
