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September 9, 2020

How outsourcing companies in the Philippines are disrupting the tech industry

Written by: Gary Culverhouse

Outsourcing companies in the Philippines are disrupting the tech industry - going beyond the traditional model of providing a staff member or a team to support a business. The infrastructure now available is enabling companies to reimagine and completely transform the way they service their clients and do business.

Here are the areas being impacted the most:

  1. Artificial Intelligence (AI)

    AI is a major technology trend that is transforming the way all businesses operate. Companies are utilising AI to assist with areas such as eCommerce, by analysing customer behaviours and trends to customise the user’s shopping experience. Because of the growth potential for AI more generally, outsourced AI is expected to accelerate the rate of employee productivity by almost double in 2021.

  2. Robot Process Automation (RPA)

    RPA is becoming increasingly popular with a recent survey by Business Insider revealing 80% of respondents (business owners) plan on implementing a chatbot this year. However, it doesn’t stop there. Companies are starting to realise that there is more to RPA than just chatbots. RPA can be used to manipulate, capture and interpret data. It can also communicate with other digital systems as well as website visitors.

    In a survey conducted in 2019, 80% of customers revealed that they expected a response within the first 24 hours after making an enquiry. Outsourced RPA is providing companies with the opportunity to fulfill customer demands by reducing response times both online and over the phone.

  3. Business Process Automation (BPA)

    BPA is a combination of AI and machine learning. The models respond to changes in processes and work towards streamlining internal operations. In short, BPA is a software tool that completes the process driven, repetitive tasks as opposed to an actual member of staff doing the grunt work. It’s common for companies to pay overqualified staff to complete low value, back office tasks, causing them to lose focus on the higher value revenue generating tasks. BPA essentially allows companies to free up their local employees to focus on the tasks they were initially hired to. Examples of BPA softwares include, Xero, Monday, Jira and Asana.

    BPA works hand-in-hand with outsourcing. By combining the two, companies around the world are improving their process accuracy and productivity. Outsourced BPA is reducing human error, increasing customer satisfaction and allowing employees to reassign to other areas of core business that increases revenue.

  4. Cybersecurity

    The Filipino government invests heavily into the outsourcing industry. As a result, the country has infrastructure in place to ensure data security and protection. High-quality outsourcing providers are offering their clients finance industry, triple layered security with protection protocols, systems and processes in place to ensure there are little to no risk to their data. Why invest in security protocols when your provider can do it for you?

    These are the few of the ways the Filipino BPO industry is disrupting the tech industry and why so many companies are choosing the Philippines as their outsourcing destination.

    For more reasons on why the Philippines is one of the top outsourcing locations in the world, read this blog.

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