The Philippines’ business process outsourcing (BPO) sector is an economic powerhouse and one of the largest white-collar employers in the country. It benefits from over a decade of pro-investment policies, a young and well-educated workforce, and rising foreign investment in both third-party contact centres and global in-house call centres. The industry will soon surpass foreign remittances as the single largest contributor to GDP, driven by growth in the emerging segments of health care, analytics and financial services outsourcing. Although rising levels of automation and advancements in robotics and artificial intelligence pose a threat to low-level BPO jobs, strengthening development ties between industry and academia should see growth in high-value-added positions over the medium term.
This chapter contains an interview with Maria Cristina Coronel, President, Pointwest Technologies.