Southeast Asian BPOs tackle attrition with AI and hybrid work setups

Southeast Asia’s call centers and outsourcing businesses are relaxing some of their stricter employee rules, as a way of combating high attrition rates. Hybrid work is now commonplace, and organisations are also adapting new technologies to entice staff to stay.

As the business process outsourcing (BPO) industry expands in the region, companies like Singapore-based TDCX have established their own HR systems to reduce hiring costs and time.

The rise of artificial intelligence (AI) and chatbots have also led to changes in the industry’s image.

TDCX has developed an AI-powered central recruitment system, Flash Hire, which has reduced hiring time by more than half.

The Philippines’ outsourcing industry plans to reach revenue of USD 59 billion and employ 2.5 million people by 2028, despite challenges such as automation and talent retention.

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Chief of Staff Asia