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BPO jobs in the Philippines expected to grow amidst AI threat

by: Sidney Liquigan

Tuesday, October 24, 2017 | Outsourcing News |

Expecting artificial intelligence (AI) to take over simple tasks in the near future, MIS Asia reported a forecast that mid-level to complex BPO jobs in the Philippines will grow to 73% by the year 2020. As of writing, these types of jobs are currently at 53%.

AI not a threat to the BPO sector

The forecast proves that the emergence of AI will not be a threat to the BPO sector. More so, new technologies and automation will even help provide new job opportunities.

"What we expect for the contact center sector is that even with the efficiencies of automation, we are adding 435,000 more jobs between last year and end of 2022. Every year, we're going to average 73,000 new jobs after we factor in the impact of automation," said Benedict Hernandez, Chairman of the Contact Center Association of the Philippines (CCAP), in a report by

CCAP also expects the number of BPO jobs in the Philippines to reach 1.18 million by 2022, a significant improvement from 751,000 in 2016.

Hernandez noted that the new jobs will be "not anymore of the same profile requirement we used to recruit because now the complexity is going up. The number of jobs that are simple are actually shrinking," advising that BPO firms should prepare human resources to meet the demands for mid-level and complex BPO jobs.

This is further supported by Jubert Alberto, Country Head of IDC Philippines. As MIS Asia also reported, Alberto believes that new technologies should encourage the BPO sector and talents to strive to improve their capacity to deliver higher value services.

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