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A Teletech BPO site in Cainta, Rizal. Call centers in the Philippines began as providers of email response and managing services then broadened to industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, online business-to-customer support, and online business-to-business support.
The Philippines Knowledge Process Outsourcing (KPO) services are often called "non-voice" or back office services, referring to activities outside contact center, customer and IT support services. In 2014, the KPO sector comprised 40 percent of the country's outsourcing industry.
The BPO industry in the Philippines generated $22.9 billion in revenues in 2016, [35] while around 700 thousand medium and high skill jobs would be created by 2022. [ citation needed ] In 2015, official statistics put the size of the total outsourcing industry in China, including not only the BPO industry but also IT outsourcing services, at ...
IBPAP (IT & Business Process Association Philippines) estimates that the overall market will mature and grow at a compound annual growth rate (CAGR) of 9.2% from 2016 to 2022, slower than the CAGR of 17% from 2010 to 2016. 43,000 low-skilled jobs will become obsolete as a result of automation, while 388,000 new mid-skilled jobs and 309,000 ...
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It is expected that artificial intelligence-based chatbots will significantly impact call centre jobs and will increase productivity substantially. [2] [3] [4] Many organisations have already adopted AI-based chatbots to improve their customer service experience. [4] [5] [3] The contact center is a central point from which all customer contacts ...