Aging technology and outdated processes in call centers can lower the response rate and customer satisfaction levels. Call centers that solely rely on Interactive voice response systems and human agents lag behind BPO service providers in the Philippines or other emerging outsourcing destinations. Call center Philippines industry has made considerable investments in AI to streamline customer communications, partner engagement, and upgrade agents’ skills.
In this blog, we will cover:
What is the impact of automation in Philippines call centers?
So, let’s get started.
Though some functions are better handled by automated solutions than manual and labor-intensive processes, for high-level involvement, customer engagement, and sales support, the roles played by a human agent in a high-tech voice process are paramount. AI-driven solutions, Voice Intelligence, and voice analytics can never be a threat to BPO agents because the power of human connection and empathy will always be needed in a tech-driven world.
By some estimates, chatbots in live chat support can provide free time to chat agents. They can devote the time to handling high-skilled jobs and enquiries that require complicated information. Chatbots are ideal for responses that require low skills like basic requests and repetitive messaging. The use of Artificial Intelligence in inbound call center operations is widespread in the Philippines today. Particularly, for handling low-skilled jobs, AI solutions are in place.
So what’s the future of BPO companies in the Philippines?
It will not reduce the number of employment opportunities but will definitely alter how BPO services will be offered in an environment where AI is still in the back seat. Some futuristic call center Philippines providers have started upskilling or train up basic-level BPO employees who were hired based upon their English-speaking capabilities and a little else. These companies are introducing automated processes, AI solutions and chatbots to perk up customer service and make their agents more tech-savvy. E-learning modules and gamification will be a part of most call centers in the Philippines and worldwide.
Any global professional services firm in the Philippines started workforce upskilling programs and courses through mobile apps or online platforms. The benefits of such programs are:
- Employees are free to finish the courses at any time
- Exemplary performers get rewards and promotion
- Allowed workers to move up from low-level tasks to mid-level responsibilities
- Helped the BPO gain a broader and updated status of the market
- Helped in greater client acquisition by understanding and coping up with today’s needs
So, contrary to the popular belief that AI is curse for call center Philippines sector, it is actually the reverse. Automation and Artificial Intelligence will aid call center employees with better insights and more domain-specific knowledge. They can automate lower-level customer support requirements and take charge of enquiries requiring a higher level of subject matter expertise and industry experience.
How call centers in the Philippines operate on a smarter planet?
To answer this question, you have to understand Artificial Intelligence and automation in various industries. For a financial services provider, Voice Intelligence has made customer communication easier. An education institution can make noteworthy progress by implementing a chatbot for web chat support to respond to students’ inquiries. The use of voice analytics is also prominent in eCommerce and hospitality sector. So, AI is used to better understand customers, provide better customer service, and cope with the increasing needs of the digital-savvy generation.
Now let’s come to call centers. A call center in the Philippines performs the usual functions like answering services, telemarketing and sales support, customer service, inbound and outbound support, and various back-office support for different industries, be that e-commerce or BFSI. Filipino call centers embraced series of tech innovations and automation to operate on a smarter plane and serve radically changed industries post COVID-19. The introduction of artificial intelligence in the call center field is still new, and only time will tell can they actually replace humans in the future. But for the time being, AI-backed operations in call centers in the Philippines have dispelled such threats. It has shown how service level expertise can be achieved and empowers humans with features to help them do what they are good at!
Today, you will be hard-pressed to find a brand that is not using chatbot to enhance their web chat support, and customers also appreciate the convenience and speed of service that these tools can provide. So, AI has improved BPO services during the pandemic-accelerated emergency.
Can AI make the life of a Filipino call center agent easier?
AI basically makes a call center agent’s work more efficient and productive. It does so in various ways:
- AI can take care of simple, basic, and repetitive tasks for consumers, allowing agents to pay attention to more complex ones
- When an agent has to handle a call personally, AI can support the agent with related customer data in real-time
- Allow agents stead fasting any problem quickly
- Reduces the time for first-call-resolution
- Frees up an agent’s time so that they can focus on matters that require more of their efforts and time
- BPO companies successfully operating in Manila and Cebu channelize voice analytics and leverage speech recognition. So it is easier for agents to find out whether a customer is stressed or in a good mood.
- Automation helps a call center in the Philippines avert avoidable mistakes and data entry errors in back-office functions.
- Speech pattern recognition also helps supervisors the performance of call centers agents in a voice process
- Right amount of support can be provided if the agent lacks something in his or her performance
What are the top uses of AI in BPO sector?
The familiarity of AI-powered tools has increased by leaps and bounds. Here are some of the areas where AI can be used in a modern-day contact center in the Philippines:
Replacing traditional IVR processes:
Businesses want to come of the predefined set of inputs that yield definite outputs. Artificial Intelligence includes fields like Machine Learning and Natural Language Processing techniques, can analyze statements instead of simply providing the customer a set of choices.
The use of AI in BPO will also uplift the caller experience by getting rid of the annoying “Press 1 for sales”, Press 2 for Balance Info,” which negatively impacts modern contact center communication systems.
Extracting valuable data from customer interaction:
AI voice agents, sentiment analytics tools and chatbots can extract many granular data from normal customer interactions. Those data can be fed into the machine learning process for optimization.
The impact of automation and Artificial Intelligence on call centers is debatable. However, in countries like the Philippines, where BPO contributes to a fat slice in the economic growth, AI’s introduction has come as a blessing. Today the country is home to more than hundreds of AI-backed BPO services availed by top MNCs in the world every year.
Alicia Johnson is an outreach consultant for multiple technologies industries. With expertise in corporate communications and practical knowledge about different technologies, she has spent the past 7 years working in the technologies industry and she loves to share her experience with readers.