EXCERPT

MANILA, Philippines — Business process outsourcing (BPO) to the Philippines has evolved since its early beginnings. In just two short decades, the Philippines has emerged as the world’s largest—and leading—contact center outsourcing destination.

The BPO sector in the country currently employs more than 1.3 million Filipinos and is expected to generate more than $29 billion by the end of 2022. Initially, BPO services focused primarily on providing cost containment and the ability to scale. The focus has now shifted to delivering excellent customer experience (CX), but the future will look very different for many reasons.

Technology has disrupted business processes and workflows in ways not anticipated even a decade ago. The future of the BPO industry in the Philippines is much like that of other industries, such as healthcare and education. There will inevitably be job losses due to automation and the continued application of Artificial Intelligence (AI). With technology taking on an increased role, almost all simple and highly repetitive tasks, currently being handled by agents in the outsourcing sector, will soon be handled by AI.

READ FULL ARTICLE HERE