Call centers in the Philippines: Why it’s here to stay
THE rapid rise of automated technology and artificial intelligence (AI) in today’s business processes has set off a wave of panic in the call center industry, particularly in the Philippines, where call center outsourcing is a multibillion-dollar business.
The industry’s greatest fear is that AI-powered automation will slowly but surely replace many of the 1.3 million agents currently working in the Philippine BPO industry. Some even believe that rapid technological advances will cause contact centers in the Philippines to disappear entirely.
“While visions of contact centers run and staffed by C3POs may haunt those who work in them, these fears are largely unfounded. The reality is that the contact center industry in the Philippines is far too big and far too successful to just disappear. And no amount of AI and tech advancement will change that anytime soon,” said Ralf Ellspermann, chief executive officer of Piton-Global, an award-winning call center in the Philippines.