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 7-min read The Metaverse Customer Experience: How Call Centers in the Philippines Are Preparing for the Next Digital Frontier The digital world is on the verge of another seismic shift. The metaverse, a persistent, shared, 3D virtual… Read article → BPO CAREERS 11-min read Can I Work From Home as a Call Center Agent? The global shift towards remote work has profoundly impacted various industries, and the business process outsourcing (BPO) sector… Read article → ARTICLES 9-min read What Does “Nesting” Mean in Philippine Call Centers? Nesting is the supervised stretch between classroom training and a fully independent agent, and in Philippine call centers… Read article → CALL CENTER 27-min read The Philippine Advantage: Call Center Outsourcing Services Fueling Operational Mastery and Sustainable Growth The paradigm of call center outsourcing has undergone a fundamental transformation, evolving from a primarily cost-driven strategy to… Read article → ARTICLES 11-min read What is AHT, and Why Does it Matter in Philippine Call Centers? The Philippines is a global leader in business process outsourcing (BPO), particularly in customer service. This success is… Read article → CALL CENTER 29-min read Service Excellence as a Loyalty Engine: How Outsourced Support Builds Customer Relationships Customer service has undergone a profound metamorphosis over the past decade, driven by technological advancement, evolving consumer expectations,… Read article → BPO CAREERS 8-min read How Long Is Call Center Training for New Agents? The business process outsourcing (BPO) sector in the Philippines has long been a global leader, particularly in voice-based… Read article → ARTICLES 11-min read What is “Aux Time” in Philippine Call Centers? Auxiliary (AUX) time, the part of a shift an agent spends logged in but unavailable for customer calls,… Read article → BPO CAREERS 11-min read What Is the Minimum Typing Speed for a Call Center Job? In the thriving landscape of the global business process outsourcing (BPO) industry, the Philippines has firmly established itself… Read article → BPO CAREERS 13-min read Do I Need a College Degree to Work in a Call Center? For many Filipinos exploring career options, the booming Business Process Outsourcing (BPO) industry, particularly the call center sector,… Read article → BPO CAREERS 9-min read What Working Hours and Shifts Do Filipino Call Center Agents Work? Meta Description: Explore the comprehensive guide to working hours and shifts in Philippine call centers. Learn about day,… Read article → BPO CAREERS 9-min read Is Overtime Mandatory for Call Center Agents? The Philippine Business Process Outsourcing (BPO) industry, a global powerhouse projected to generate $38 billion in revenue in… Read article →
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