Malaysia, Vietnam push to develop BPO industries

Malaysia and Vietnam are among a new group of countries that are developing their own BPO industries, and could impact on the Philippines’ global market share. Sudhir Agarwal, chief executive officer of Everise, the parent company of US-based CustomerContactChannels, said that there is a need for the Philippines to provide more higher-value and complex services to stay ahead of the game. To do this, the local BPO sector will need to tap new technologies, AI, automation and other innovations – to concentrate its capabilities on higher-value jobs that involve customer engagement.