Majority of the agents in the Philippines are 18 to 34 years old, comprising 77 percent of the total local agents. Meanwhile, the older workforce -- aged 35 years old and above -- make-up 21 percent of the total local agents.

To increase the percentage of the older workforce, Wallace explains that contact centers need to probe into what the older workforce want in their working environment.

'These people want flexible working environments. There has been a demand from the workforce to look into the 'work from home' model. It is also a big factor in retention programs,' says Wallace.