Expert predicts end of call centers in 10 years

Call centers will cease to exist in 10 years, according to DataOne Asia CEO Cyril Rocke. In an interview with the Business Mirror, Rocke, a leading figure in the Philippines’ business process outsourcing (BPO) industry, said the voice component of the BPO industry will disappear because of the low margins in the business. Rocke said it will take just five to 10 years for call centers to be replaced by new technologies that are coming out. He said the country’s BPO sector needs to move from voice to knowledge based. The knowledge process outsourcing sector currently only accounts of 10% of the industry but could increase dramatically, Rocke added.