Automation and AI: a threat or an opportunity for Indian and Filipino BPOs?
India and The Philippines have been the most sought after outsourcing destinations for years, owing to its cost-effectiveness, skilled workforce, and grasp over the English language. But with the rise of automation and artificial intelligence, the implications and impact on human talent has become a significant talking point primarily in the BPO industry.
India, which is still the number one country for business process outsourcing, is set to lose 640,000 low skilled jobs to automation by 2021. While the Philippines, which has the most call centers in the world, is warned that AI can potentially diminish about 45% of the approximately 1.2 million Filipino employees of the BPO industry. On the other hand, automation is also expected to create new jobs that are required to manage mature technology, bringing higher salaries to workers. To get there however, the two Asian nations should ensure that its workforce employed in the sector continues to pick up new skills. They must prove to the world that they have more to offer than just a pool of English-speaking talent.
With the whole outsourcing game rapidly changing:
- How can both India and the Philippines stay relevant and ahead of the competition?
- How can AI and automation provide fresh opportunities for Indian firms (in the Philippines)?
- What can the goverment do to prevent these predicted losses?
Pasay A, Makati Shangri-La
Makati Avenue, corner Ayala Ave, Makati, 1200 Metro Manila | Google Maps
The Ortus Club hosts knowledge-sharing discussions in the best private dining rooms in the world. These venues provide an elegant high-end atmosphere and impeccable table service.
Country Head at Tech Mahindra
Country Head at Intelenet Global Philippines
Country Manager & VP at American Express
VP and CTO at TADE Infotech
Delivery Head at Tech Mahindra
Executive Director at JPMorgan Chase
VP of Operations and Delivery, Philippines Country Leader at Concentrix
VP of Transitions & Solution Design at Hinduja Global Solutions
VP of Operations at IGT – Interglobe Technologies Philippines
EVP of Operations at Teleperformance
Director of Training and Quality at Concentrix
SVP of Operations at iQor
VP and Digital Transformation Leader at EXL Service
VP of HR at Sutherland
AVP at Wipro Limited
AVP of IT Enterprise Services Group at SPi CRM
General Manager at Intelenet Global Philippines
General Manager at WNS Global Services