'The industry also needs to expand skill sets, more than just being excellent in English and well-acquainted with American culture,' added Roxas. While the attrition rate in call centers remains high, he said those who do not stay long in contact centers may have skill sets that fit into other BPO segments.

Roxas also talked about the need to build the capability of the small and medium enterprise (SME) sector in order to meet the demand from the global market.

To address other markets like China, wherein a lot of U.S.-based companies have set up subsidiaries, he also talked about capitalizing on the country's outsourcing relationships with the U.S. market to take advantage of this global market scenario.