RESOURCE CENTER · PITON-GLOBAL

Insights on global outsourcing.

Expert perspectives from the PITON-Global Knowledge Center — call centers, healthcare, insurance and e-commerce outsourcing in the Philippines, the world’s premier CX destination. Written for leaders making the sourcing call.

93
pages of insight
1,114
articles published
Today’s Features
FEATURED AI & DATA
Agentic AI, Next-Wave Cities and Per-Outcome Pricing: The 2026 Call-Center Playbook for Manila and Beyond
Executive Overview: In 2026, the Philippines has transcended its reputation as a “low-cost destination” to become the world’s leading Global Experience (GX) Hub. Managing an estimated…
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→ TECHNOLOGY & SAAS Help Desk Social Engineering: An Identity Verification Approach for MSPs → HEALTHCARE Veterinary Phone Triage: Writing a Protocol Your Front Desk and Remote Team Can Follow → TECHNOLOGY & SAAS Writing SOC Alert Triage Playbooks That Tier 1 Analysts Can Follow → HEALTHCARE MEAT Criteria in Risk Adjustment: How to Code a Condition That Survives RADV
Latest Articles

Fresh from the Resource Center.

All Insights Call Centers & BPO Healthcare Ecommerce & Retail Insurance
ARTICLES 37-min read The AI-Powered Evolution of Fintech Operations: Bank-Grade Fraud, KYC and CX From Philippine Teams [2026 Guide] Executive Summary Fintech companies are now able to scale trust, compliance, and customer experience more efficiently through AI-enabled… Read article → ARTICLES 24-min read Next-Gen AI Solutions for Insurance Claims, Policy, and CX Operations: The Offshore Delivery Playbook [2026 Guide] Executive Summary Philippine BPO operations, enhanced with AI, have transformed the economics and capabilities of insurance claims, underwriting… Read article → BPO CAREERS 10-min read Are There Age Limits for Call Center Jobs? What Filipino Applicants Should Know The business process outsourcing (BPO) industry in the Philippines stands as a colossal pillar of the national economy,… Read article → ARTICLES 38-min read AI-Integrated Banking Operations: Risk, Compliance, and Customer Experience [2026 Guide] Executive Summary Intelligence-driven banking operations based in the Philippines are redefining how banks, digital banks, neobanks, credit unions,… Read article → ARTICLES 7-min read Intelligent Automation in Clinical and Revenue Operations: The 2026 Guide for Offshore Healthcare Teams Bots and AI models now clear a large share of routine eligibility checks, claim-status inquiries and coding suggestions,… Read article → BACK OFFICE 12-min read Mastering Collections Back-Office Operations: Systems, Analytics and Compliance from the Philippines The Foundation of Collections Excellence The back-office infrastructure supporting collections operations represents the invisible foundation that enables front-office… Read article → ARTICLES 7-min read The Skills Gap Challenge: How Call Centers in the Philippines Are Building the Workforce of the Future The skills gap, the difference between the skills employers need and the skills their employees have, is one… Read article → ARTICLES 13-min read What is the Probationary Period in Philippine Call Centers? The probationary period is where a Philippine call center decides which new hires become regular agents, and for… Read article → ARTICLES 7-min read The Enterprise Transformation Journey: How Call Centers in the Philippines Enable Large-Scale Change For large enterprises, the journey of digital transformation is a complex and often perilous one. It involves a… Read article → BPO CAREERS 6-min read Are Tattoos and Piercings Allowed in Call Center Jobs? In the Philippines, a nation with a rich history of traditional body art, the modern workplace presents a… Read article → ARTICLES 7-min read Diversity, Equity, and Inclusion: How Call Centers in the Philippines Are Building a More Inclusive and More Equitable Workplace Diversity, equity, and inclusion (DEI) have moved from a corporate social responsibility line to a strategic imperative for… Read article → ARTICLES 12-min read What is “Shrinkage” in Philippine Call Centers? Shrinkage is one of the most critical, yet often misunderstood, metrics in call center operations, where every second… Read article →
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