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Call center agents work overnight daily to cater to United States clients in Manila's Makati financial district February 6, 2012.   © Reuters
FT Confidential Research

Philippines outsourcing has human and robot problems

Slowing growth requires workforce with better skills, creative AI response

| Philippines
  • The outsourcing industry in the Philippines is more buoyant after the uncertainty caused by the anti-US rhetoric that President Rodrigo Duterte employed during his first year in power.
  • Moving up the value chain by developing worker skills remains a major challenge for an industry that faces a threat from robotics.
  • Slowing revenue growth and job generation are likely to persist over the medium term.

Enthusiasm among business process outsourcing (BPO) firms in the Philippines is back, more than a year after President Rodrigo Duterte was elected. However, growth will continue to slow as staff training remains a challenge and robots emerge as a threat.

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