The Next Generation of Philippine Call Center Agents
TeleworkPH
Published: February 24, 2020
There are many call centers in the Philippines. In fact, what makes the Philippines a breeding ground for customer service is one unique trait of Filipinos – unwavering hospitality. Here at Telework PH, we take pride in our agents because we diligently follow strict standards including – empathy, presence, speed, and accuracy. And these standards are needed to level up the next generation of call center agents.
Let us help you scale your business. Book a
FREE
value-bomb
strategy session with our
Outsourcing Specialist NOW!
The Rise of Automation and its Challenges Along the Way
Several traditional companies often have the misconception about the term “digital transformation”. Just because they’ve created a Facebook page, they believe that their brand is already digitally transformed. However, their concept of digital transformation is farther from the truth. These companies need to accept the fact that digital transformation isn’t static, it’s an ever-changing movement. And a significant part of this transformation is the rise of AI.
According to this report, the demand for technological skills is expected to rise 55% by 2030, and 14% of the global workforce will need to change occupations to keep up. At a global level, the transformation is already rising rapidly. Businesses are looking to re-skill their workers and hire a minimal percentage of new employees because of the scarcity of talent in the hiring pool.
The Philippines is Ready for AI
In the local Philippine setting, re-skilling workers is the way to go. Philippine call center agents are now focusing on more complex work and are applying skills such as problem-solving and critical thinking. They’re shying away from the mundane scripts and are interacting with customers using emotional quotient as a factor. That’s something that robots are yet to do.
Aside from giving time to re-train employees, companies should also think about re-structuring their internal processes to align with automation. The local Philippine government is also on board when it comes to the progressive change of the Philippines.
Instead of being scared of AI, we must realize that it can do more good than harm. It produces business stability and increases profits through improved performance of systems. There is indeed a positive future due to technological changes. Humans are adaptable to change and embracing automation is no challenge at all. Consequently, the new generation of Philippine call center agents is prepared for the age of automation no matter what.
Follow us for more great content and business insights:
