The environment will be challenging for the big and small BPO players in the years to come. Robotic Process Automation, Natural Language Processing and the rise of Apps powered by Artificial Intelligence will make it a challenging environment for the BPO industry as a whole. The impact might not be felt yet, mainly because a lot of new developments is still in the Beta stage...but corporations are investing huge amounts to commercialize some of the new technologies.
It therefore comes as a sign of relief that the BPO industry in the Philippines seems to be doing well. Revenue remittances by the major users of BPO in the Philippines increased by about 13 % to 25 Billion USD for 2015.
The strong uptick in revenues for the Philippines is pretty much in line with what the 800 Pounds Gorilla in the business has been reporting. India also reported a rise in revenues of 13 % for their BPO industry.
The Philippines are benefiting form their western influenced workforce which speaks on balance significant better English than all of the other providers of BPO services.
The language advantage should insulate the Philippines from the emergence of decelerating revenue trends for the time being.
Never the less...it will be interesting to see when the business climate will get a bit more challenging.