The Philippines outsourcing industry is challenged by automation and robotic process automation (RPA). Many companies worry if their business can still survive as the digital era is slowly invading the industry. But, it seems that majority of the customers want real people instead of bots (other terms for RPA).
Usually, most of the customers are in a bad mood. Some of them rude whilst others are racist. Because of this, agents are easily burned out. So, to provide a quick solution, many outsourcing firms are now using bots to answer customers’ queries. But, of course, customers are having difficulties on how to get the right troubleshooting solutions to their concerns.
That is why they still prefer talking to real agents because it has a distinctive ability to understand a problem. Not only that, real people provide extraordinary services aside from the services requested by their clients.
The Rise Of Digital Era
RPAs have unique abilities. They can perform repetitive tasks that are typically done by a worker. As a matter of fact, the business process outsourcing (BPO) industry has plenty of repetitive tasks. Which is why some companies are now using RPAs instead of hiring skilled workers in BPO firms. Simply because it is faster and more efficient.
Beating The Automation
Meanwhile, the BPO industry is also learning to adopt automation in their processes. They are currently upgrading the skills and expertise of their staffs to somehow beat the automation.
According to the Information Technology-Business Process Outsourcing Association of the Philippines (IBPAP), the Philippines has the greatest advantage. Filipinos have high English proficiency rate when compared to other countries that provide BPO services. Aside from that, Filipinos are also influenced by the Western culture. Thus, it is easy for them to adapt and adjust regardless of the time zone and location.
Well, this only shows that the Philippines is still among the best outsourcing solutions provider in the global market.
Philippines outsourcing: ‘Customers want people, not robots’, BBC.com