MANILA (PNA) — Top executives of the country’s contact center companies have assured jobs in the industry to remain, despite firms continued bringing of new technologies and adoption of automation in their business operations.
Contact Center Association of the Philippines (CCAP) Chairman Benedict Hernandez told reporters Thursday that with the digital technology transformation in the industry, those repeatable and rules-based type of work are now being automated.
“Now its automated, I can use my unique human capability of judgment and decision making, and focus my time for the value adding part,” said Hernandez.
“With technology, jobs will be transformed, but the people who will be doing the jobs will be developed,” he stressed, adding that future types of jobs in the industry would be more complex.
Moreover, CCAP President Joselito Uligan said the industry invested in significant amount on technology and developed the skills of its workforce in order to meet the demand of more complex work in the industry in the coming years.
Currently, 50 percent of jobs in the contact center are basic and simple, while the remaining 50 percent are moderate to complex jobs.
By 2022, CCAP executives project simple jobs to share 25 percent of the total jobs in the industry.
The contact center sector employs over 751,000 people in 2016, with revenues amounting to USD15 billion.