The future of the Business Process Outsourcing (BPO) industry in the Philippines remains promising. Not only does it continue to provide jobs for millions of Filipinos, but it also helps sustain the country’s economy.
The BPO industry employs approximately 1.15 million people, and together with remittances from overseas workers, it is our economic lifeline. In recent years, we have seen a major shift in the BPO landscape with the introduction of automation.
What is Automation?
Also known as Robotic Process Automation (RPA), automation is the use of software robotics to capture and interpret existing applications to process transactions, manipulate data, trigger responses, and communicate with other digital systems.
What It Means to the BPO industry
While it may be true that automation could mean the end of some jobs, it could also mean that greater emphasis will be given to higher-skilled jobs. So much focus is given to the negative impact that automation is bringing to the industry that we fail to see the role of technology in creating new jobs and making remaining jobs more productive.
Even in its infancy, automation complements and augments existing human skills, resulting in workers becoming more productive and efficient and fewer while accomplishing the same amount of work. The direct impact of automation, especially in its early stages today, has generated new jobs that require more advanced skills to build, train, manage, troubleshoot, and enhance technology.
According to A.T. Kearney’s 2017 study on the widening impact of automation, existing workers are not being displaced but are actually moving into higher-value positions. The study also showed that one new automation management position was created for every four jobs that automation replaced.
The Philippines, Moving Forward
So what does all this mean for the Philippines, and how are we coping? Our track record says it all. We continually show significant improvements with an average annual expansion rate of 20 percent. Forecasts indicate that the BPO industry revenue is estimated to reach about $250 billion by 2022.
The first clear indicator that we have nowhere to go but forward is the fact that in 2017, 3.8 million square meters, or 80% of total prime office spaces in Metro Manila, were occupied by BPO companies, as stated by global property consultancy firm Santos Knight Frank.
In addition to this, BPO hubs in provinces such as Cebu, Davao, Dumaguete, and Clark continue to be constructed, as reported by Rural Impact Sourcing. This program aims to expand BPO to rural areas.
Secondly, Filipinos are very empathic. This human component in servicing simply cannot be automated. And because the most common BPO services we offer are customer service types, the negative impact of automation is less likely felt in our country.
Thirdly, Our BPO industry is projected to move with the demand for a shift to Knowledge Process Outsourcing (KPO), which deals in specialized sectors like Market Research, Fraud Analytics, Equity Research and Investment, Banking and Insurance, Data Integration, Medical Transcript Preparation, and Legal Processes. The jobs that automation will take away will be replaced with highly skilled ones.
What’s Next?
Need a BPO company to deliver top-notch quality service through highly trained personnel who provide genuine, heartfelt customer service? Look no further than Select VoiceCom!
With us, you will not be tied down with a long-term service commitment or contract. We give you the flexibility to modify your services according to your business needs. From routine data entry to specialized tasks requiring specific expertise, we have the resources and expertise you need to grow your business.
Call us today to find out more!