Although artificial intelligence and automation are expected to replace most jobs in the voice sector in the long term, the Philippines will continue to keep a significant share in this space, according to the Contact Center Association of the Philippines (CCAP). Jojo Uligan, the group’s head, said that the voice sector is still a key service offering for the Philippines, given the country’s good language skills, high empathy of local agents and cost competitiveness. Notably, the CCAP also said that only 14% of agents who are doing voice jobs in the Philippines are engaged in low-skills tasks. About 51% are engaged in jobs requiring middle-level skills, such as providing solutions to customers’ problems, processing health insurance claims, domain process assisting, providing technical support, bills collection and outbound selling. Another 34% of the call center agents in the country are engaged in high-level skill jobs, the CCAP said.
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