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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Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.
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