AI technology is fundamentally changing how call centers operate in the Philippines, the world’s second-largest market for business process outsourcing (BPO) with 1.84 million workers. According to reporting by Michael Beltran for Rest of World, AI systems now monitor calls, analyze worker performance, and assist agents with customer interactions, leading to increased productivity but also heightened workplace pressure.
The implementation of AI has resulted in higher call volumes and stricter performance metrics for workers, with programs analyzing everything from speech patterns to emotional tone. Industry experts warn that while AI could eliminate 300,000 Filipino BPO jobs over the next five years, it might create 100,000 new positions in data curation and related fields. Workers report facing shorter handling times, more responsibilities, and constant AI-driven performance evaluations, while companies cite client demands for greater automation as the driving force behind these changes.