PH contact centers under pressure from AI

THE national customer service or better known as the BPO industry in the Philippines reached P13 trillion in 2023, nearly 10 percent of the GDP. With many multinational companies outsourcing operations to the Philippines, the demand for scalable and efficient customer service solutions is strong.

The market has fragmented due to various communication platforms, with customers engaging through phone calls, social media, messaging apps like WhatsApp, Viber, Facebook Messenger and email. Contact centers face challenges in balancing diverse service modes while maintaining quality across platforms. They must also navigate the complexities of interacting with a new-age consumer seeking personalization and convenience across multiple devices.