Though there have been predictions about AI advancing to a point where it could replace people in certain jobs, the BPO industry is confident that this will not be the case for outsourcing organizations. Instead, call centres around the globe are using technological advancements to enhance employee performance by equipping offshore staff members with new tools. Jojo Uligan, President of Contact Center Association of the Philippines, has this to say about the topic: “Machines are not taking over yet. We don’t see that scenario. We’re very optimistic.”
Through combining the power of these new machines and the “human touch” offered by call centre employees, Philippines is in close competition with India when it comes to being the world’s outsourcing capital.
To learn more about how BPOs are using AI and new technology to improve the strengths of outsourcing, click here.
