The Future of Philippine BPO with Celeste Ilagan
What does it take to future-proof an industry employing 1.8 million Filipinos?
In the continuation of this powerful conversation with IBPAP COO Celeste Ilagan, we explore the future of the Philippine BPO industry. From AI disruption and resistance to retraining, to policy gaps and local government barriers—this episode tackles what’s holding us back and what needs to change. Celeste also shares how remote work reshaped the industry and how new laws are paving the way for flexibility. Plus, we end with a powerful look at Celeste’s personal leadership journey and what it takes to rise in your field.
Because the future isn’t in the future—the future is NOW!
Key Highlights:
Upskilling and reskilling are non-negotiables in a post-AI world
The industry can’t guarantee jobs—but it can provide strong L&D opportunities
Government programs must supplement company-led training
Remote work is now a law-backed reality for many BPOs
The hybrid work setup varies by sub-sector and client requirements
Create More Law aims to fix LGU inconsistencies in permits and processes
Cybercrime and taxation policies are the next frontiers IBPAP is tackling
Celeste shares her leadership story and how saying “yes” to growth built her career
Radical Thoughts from the Episode:
Marie Ampeloquio (Host)
"If we’re doing the same job over and over again, something has to give—we need to elevate." – Marie Ampeloquio
"It's not enough to be good at your job—you have to create value beyond your comfort zone." – Marie Ampeloquio
"We can't protect this industry if we're not willing to change and grow with it." – Marie Ampeloquio
"Imagine this—an industry issue gave birth to a new law and a new way of working." – Marie Ampeloquio
"You're proof that relevance is built through action, and leadership through intention." – Marie Ampeloquio
Celeste Ilagan (Guest)
"If an employee knows how to use AI, they won’t be replaced by AI." – Celeste Ilagan
"Continuous learning should be a mindset—not a last resort." – Celeste Ilagan
"We have the talent. But we need to live up to the promise or lose our edge." – Celeste Ilagan
"Remote work became law because the industry pushed for it—and we needed it to survive." – Celeste Ilagan
"When nobody else would, I volunteered—and that made all the difference." – Celeste Ilagan
