Hernandez said the Philippines remained as the leader in customer experience despite a global slowdown.
As all these are happening, the Philippines grew faster than the global market at 5.1 percent in 2018, providing direct employment to 1.23 million individuals. Hernandez noted that in the Philippines, the take-up of real estate for information technology-business process outsourcing this year has reached 126, 000 square meters for the first four months of 2019.Meanwhile, the shift to digital and the uptick in the global market provides new opportunities for contact centers in the Philippines.
“Clients today have gone beyond traditional service level agreements and key performance indicators . By capitalizing on digital capabilities, clients have started to expect their service providers to help them reshape and transform the end-to-end customer experience to impact both top line and bottom line,” he added.