Business process outsourcing companies in the Philippines are implementing robotic process automation 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 .
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.RPA and CX in contact centers in the Philippines
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.