Digitalization drives BPO industry's evolution

By Kris Crismundo

October 4, 2018, 9:06 pm

MANILA -- Swedish business process outsourcing (BPO) company Transcom Holding AB said the constant advancement of digitalization motivates the industry to evolve its services and pool of talents, its executive told reporters.

Transcom Global Chief Executive Officer Michael Weinreich, in a briefing here Thursday, said the industry is going through transformation, where it is combining smart technology with smart human talent.

“There has never been a more exciting time to be working with customer experience. We are witnessing the rise of a digital world led by millennials; the most educated, affluent, assertive, and IT (information technology) literate generation in history. They won’t accept a customer service that does not live up to their expectations,” Weinreich said.

“The increasing reliance on digital channels, hyper-connectivity and use of mobile devices are all driving the adoption of digital tools within customer support,” he added.

He added that this trend has evolved the kind of services in the BPO industry, particularly the share of voice and non-voice services.

Weinreich said industry data showed that 80 percent of it services offered are voice-related, while 20 percent are non-voice services.

As Transcom embarks on digitalization, non-voice services’ share to its business operation is larger at 30 percent. Voice-related services account for the 70 percent of the operation, Weinreich said.

He clarified that this not mean that digitalization has phased out services and people due to digitalization.

“I am not so sure whether it’s phasing out or phasing in. I think, it’s much more about evolving services,” Weinreich said.

“This will also change the profile of people we are looking for. During the old days, it was very important and efficient to speak well. Today, we are looking for people who just not only have verbal ability and education, but can write well,” he added.

“Job itself would become more attractive, versatile, more challenges. And this is the way how I see our company will evolve and the jobs in the company will evolve,” Weinreich said.

Transcom has around 22,000 employees worldwide, with about 12,000 of its workforce located in the Philippines.

The Swedish firm’s offices in the country are in Metro Manila, Bacolod, Cebu, Iloilo, and Davao. (PNA)