Higher skills to give BPO workers competitive advantage – IBPAP

IT and Business Process Outsourcing Association of the Philippines (IBPAP) President Rey Untal said Filipino BPO workers will gain a competitive advantage over rival destinations if they possess higher skills. Untal said that while 43,000 low-skilled workers could lose their jobs due to automation from 2016 to 2020, there will be openings for 697,000 middle- to highly-skilled jobs. BPO companies are working with the government to help call center agents upgrade their skills suitable for higher value industries such as healthcare information management, software development, and data analytics. Untal said contact center agents could acquire up-to-date, industry-standard skills by taking a more proactive approach to self-improvement, education, and skills development.