BPO
From The Report: Philippines 2018
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Ranking consistently among the top global providers of business process outsourcing, the Philippines is now undertaking a significant widening and deepen¬ing of its portfolio of third-party services. The sector has begun its transition to higher-skilled and more value-added operations, while also adapting to the challenge of new technologies such as artificial intel¬ligence and robotic process automation. Meanwhile, the industry continues to be a major employer and significant source of revenue for the country. It has also become a key facet of regional development, as companies move away from traditional centres like Manila to lower-cost provinces and second-tier cities. This chapter contains an interview with Travis Coates, Managing Director, Teleperformance Philippines.

Articles from this Chapter

Overview

One call away: Moves undertaken to offer a wider range of services amid strong competition and reform to taxes and incentives
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Ranking consistently among the top global providers of business process outsourcing (BPO), the Philippines is now undertaking a significant widening and deepening of its portfolio of third-party services. The sector has begun its transition to higher-skilled and more value-added operations, while also adapting to the challenge of new technologies such as artificial intelligence and robotic process automation. Meanwhile, the industry continues to be a major employer and significant source…

Analysis

Rise of the machines: The introduction of new technologies presents challenges and opportunities
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As with other business process outsourcing (BPO) hubs around the world, the Philippines is gearing up to face the significant challenges and opportunities presented by recent advances in artificial intelligence (AI) and robotic process automation (RPA). This new wave of technology will likely be a major disruptor for the industry in the years ahead, with predicted outcomes ranging from the disastrous to the golden. For many companies, AI and RPA represent promising opportunities to boost…

Interview

Seize the data: Travis Coates, Managing Director, Teleperformance Philippines, on business process outsourcing (BPO) development, third-party operators, automation and emerging cities
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Interview:Travis Coates How can the Philippines further strengthen its attractiveness as a BPO destination? TRAVIS COATES: The Philippines’ biggest competitive advantage is its English-language capabilities, especially its ability to serve the global English market. Filipinos also have an affinity for Western culture, which is why they’ve done so well supporting North American clients. Labour costs are also highly competitive. However, BPO in India also does well in English and operates…