Navigating the transition from low-cost labour to analytics and robotics services
The Philippines is “100% equipped” to take on the new challenge say domestic experts
Year after year, the Philippines has retained its top position for service delivery centres based on its cultural affinity to the US, its highly educated workforce, and its customer oriented service mentality – along with generous tax incentives provided by the government.
Today, however, the writing is on the wall for the low-cost FTE model that drove the success of this and other regional markets. Automation is emerging as an attractive solution for transactional processing and is desensitizing multinationals to ‘labour cost’ as the main decision driver.
However, given the growing analytics and automation capabilities, the Philippines is well positioned to stand up to the demand for new skill-sets that are defining shared services centres’ value proposition going forwards.
This sense of the “next big thing” on the horizon is already making itself felt across the many Shared Services and BPOs based around Manila and some of the tier 2 locations. Read on for more.