BPO

Ranking consistently among the top global providers of business process outsourcing, the Philippines is now undertaking a significant widening and deepen¬ing of its portfolio of third-party services. The sector has begun its transition to higher-skilled and more value-added operations, while also adapting to the challenge of new technologies such as artificial intel¬ligence and robotic process automation. Meanwhile, the industry continues to be a major employer and significant source of revenue for the country. It has also become a key facet of regional development, as companies move away from traditional centres like Manila to lower-cost provinces and second-tier cities. This chapter contains an interview with Travis Coates, Managing Director, Teleperformance Philippines.