Business process outsourcing (BPO) companies in the Philippines are implementing robotic process automation (RPA) and revolutionizing the way they handle customer service. The BPO industry in the country has been a major contributor to the country’s economy, with a large portion of it dedicated to providing customer service to companies and their customers around the world. With their latest technological investments, outsourcing providers are now turning to RPA to further enhance the customer experience (CX).
RPA uses software robots to automate repetitive tasks. It can assist with routine customer service tasks, such as data entry, account creation, and customer inquiries. This allows the agents to handle a higher volume of customer interactions and improve their efficiency, which in turn leads to a speedier resolution and more gratifying experience for the customer.
Companies improve their operations by using RPA to reduce the hands-on time and effort required to handle routine customer service functions. This frees up agents to focus on more complex and high-value tasks, such as customer complaints and escalations.
Ralf Ellspermann, CEO of PITON-Global and a renowned expert on RPA and CX in contact centers in the Philippines, notes, “Walmart is one corporation that is partnering with a BPO and using RPA to automate its inventory management process, resulting in improved accuracy and faster processing times. This enhances the customer experience by providing more efficient and secure services while also reducing the incidence of errors and delays.”
The benefits of using RPA are numerous—alongside improving efficiency, it reduces costs and provides a more streamlined customer experience. Moreover, by automating repetitive tasks, BPOs can provide quick answers whenever possible and escalate more complex issues to live agents who are equipped and available to address them.
According to the Everest Group, a leading management consulting firm, the RPA market in the Philippines will grow at a CAGR of 30%, driven by the increasing adoption of advanced technologies in the BPO industry. Companies are recognizing the benefits of using RPA to improve efficiency and provide a better customer experience. This solidly reinforces the positive impact of RPA in BPOs.
Ellspermann says, “RPA is a game-changer. By automating repetitive functions, outsourcing providers can improve their efficiency, reduce costs, and provide a better customer experience. It facilitates more accurate and faster processing of customer interactions, which is key to maintaining customer loyalty and trust. It’s the future of business process outsourcing, and the Philippines is well positioned to take advantage of it.”
Highly educated and tech-savvy Filipino agents are well-positioned to take advantage of the benefits of RPA and other high-tech tools that come their way. As the demand for more personalized and efficient customer service increases, the integration of RPA in contact center and BPO operations is becoming increasingly important. “Outsourcing providers that use RPA will be well-positioned to meet the evolving needs of their customers and gain a competitive advantage in the BPO industry,” concludes Ellspermann.
