Many firms will now be looking at using leading-edge tools for automating customer interactions wherever possible, to establish a more resilient interface with the customer and reduce dependence on human-operated call centres. This might involve introducing parallel automated channels for customer handling, but it could also mean augmenting traditional contact centres with AI based tools to improve the customer experience and to prioritise genuinely urgent needs or vulnerable customers.
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Customer interaction will never be the same again
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Like large swaths of industry across the world, the pandemic has thrown the Philippines’ $25bn-a-year outsourcing sector, which employs more than 1m people, into chaos: JPMorgan, Amazon, Google, and Facebook are among the companies whose back office operations have been hit.
The same is true in India’s Bangalore, a pioneer in business outsourcing. After Prime Minister Narendra Modi announced a nationwide lockdown in late March, the millions of Indians working in the country’s $100bn-plus IT, data and call centre industry were forced to start working from home.
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