Concentrix foresees expansion, hiring surge with AI

MANILA, PHILIPPINES — Business Process Outsourcing (BPO) provider Concentrix Philippines is leaning toward using generative artificial intelligence (AI) in its operations, said Concentrix Country Manager Amit Jagga.

In an interview with CNN Philippines’ The Final Word, Jagga described how generative AI has become integral to the company’s global operations. The country head added that applying generative AI doesn’t necessarily mean job losses; instead, it could create new opportunities. 

“The way the BPO industry has been moving over the last 15, 20 years is that it’s been creating efficiency step by step… these technologies come in, they do make the workplace efficient and smarter, but at the same time, they create new opportunities.”

He emphasized that technology can help provide quick, accurate customer responses, making personnel more efficient. This enhanced efficiency can be channeled towards more important customer interactions such as retention, engagement, and loyalty.

Addressing concerns about the workforce being replaced by AI, Jaga stated, “I think we’ll be hiring more people.” 

He explained that as generative AI increases efficiency, the business growth it drives will necessitate new skills and work types. 

Consequently, employees are encouraged to up-skill and re-skill, and the company is still actively hiring.

Jagga also noted that Concentrix has recently expanded within the Philippines and plans to continue its growth. 

With the BPO industry’s potential to expand further in the global market, Jaga remains confident that the adoption of generative AI will help catalyze this growth and generate more employment.