NANANATILING nangunguna ang Filipinas sa customer experience (CX) delivery sa kabila ng global slowdown.
Ito ay base sa report ng Texas-based consulting firm Everest Group, na nagsabing ang 2018 global growth sa IT at Business Processing Services (BPS) sourcing ay bumagal sa 3% hanggang 4%.
“Several companies around the world have taken some pause in their sourcing decisions as they figure out how to best integrate automation, artificial intelligence and analytics in their business and shared services strategy. While the Philippines continues to grow faster than global market growth, Everest similarly has seen a slower growth in the country 2018 at 5.1%, ending that year with direct employment of 1.23 million employees, lower than the 8% annual projection based on the industry roadmap 2022. This slowdown in the local industry growth is seen as driven by the global market pause in investments as well as some ‘wait and see’ stance some investors have taken given the anticipated investment incentive regime changes being proposed in the country,” nak-asaad sa report.
Gayunman, ngayong taon ay may ilan umanong senyles na makababawi ito. Sa pagtaya ng Everest Group, maitatala ang 4% growth sa buong mundo.
“After the dip in growth last year, the industry has now stabilized and is showing an uptick,” pahayag ng Everest analysts.
“In the Philippines, the take up of real estate for IT-BPO this year has resurged to 126,000 square meters from January to April, which is back to historical high levels.”
MGA BAGONG OPORTUNIDAD PARA SA PINAS
Ang paglipat sa digital at ang pagsirit sa global market ay nagbukas ng mga bagong oportunidad para sa mga contact center sa Filipinas.
“The shift to digital means new, higher value, higher margin opportunities for contact centers in the Philippines,” pahayag ni Jo-jo Uligan, presidente ng Contact Center Association of the Philippines (CCAP).
“As the global market leader in contact center services over the past decade, the industry stands to benefit from the shift away from classic delivery models to digitally-enabled service delivery designed to disrupt and transform customer experience or CX,” aniya.
“Clients today have gone beyond traditional service level agreements (SLAs) and key performance indicators (KPIs). By capital-izing on digital capabilities, clients have started to expect their service provides to help them reshape and transform the end-to-end customer experience to impact both top line and bottom line,” dagdag pa niya.
Sa pag-aaral ng Everest Group, ang Filipinas ay nagtatamasa pa rin ng 16% hanggang 18% ng tinatayang global IT-BPM mar-ket na USD 81 billion hanggang USD 83 billion.
MAS MARAMING ‘HIGHER VALUE WORK’ PARA SA MGA PINOY
Ang paglipat sa mas mataas na value services ay may limang taon o higit pa na nagaganap at nakikita ito sa uri ng mga trabaho na kasalukuyang hinahawakan ng Filipino IT-BPM workers.
Sa 2018 CCAP job complexity study na isinagawa ng mga miyembro nito, ang mga trabaho na ‘mid-skilled’ at ‘high-skilled’ ay kumatawan sa halos 9 sa 10 contact center jobs, i.e., 30% ay ‘high skilled’ habang 55% ang ‘mid skilled’. Ang work categories na ito ay mula sa mga trabahong tulad ng patient medical reach out, level 1-2 technical help desk specialists hanggang business analysts, level 3 enterprise tech support at artificial intelligence developers. Nasa 15% lamang ng mga trabaho ang bum-agsak sa ‘low skilled’ category, na kinabibilangan ng mga trabaho na tulad ng outbound telemarketers at basic customer service assistants.
“This ongoing shift to transforming the customer experience through digital, presents unique oppor-tunities for the Philippines. As the global leader in the space, we are best positioned to take advantage of this,” sabi ni Uligan.
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