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
CALL CENTER 27-min read Transforming Customer Experience Worldwide Through Call Center Outsourcing Services to the Philippines The call center outsourcing industry stands at a pivotal moment in its evolution, with technological advancement, changing customer… Read article → ARTICLES 6-min read Private Equity and M&A: The New Growth Engine for Call Centers in the Philippines The Philippine business process outsourcing (BPO) industry, a cornerstone of the nation’s economy, is entering a new phase… Read article → AI & DATA 11-min read How Has AI Impacted the Philippine Call Center Industry in 2025? When generative AI exploded into the public consciousness in 2022, a wave of anxiety swept through global service… Read article → AI & DATA 24-min read Intelligent Customer Support: How Offshore Call Centers Combine AI With Human Expertise The global call center industry stands at a transformative inflection point where traditional customer service models are being… Read article → ARTICLES 8-min read What is the Attrition Rate in Philippine Call Centers? The business process outsourcing (BPO) sector stands as a titan of the country’s economy, contributing an estimated $38… Read article → ARTICLES 9-min read What challenges do call center workers face in the Philippines? The Philippines has firmly established itself as the world’s call center capital, with well over a million Filipinos… Read article → ARTICLES 15-min read What Types of Services Do Philippine Call Centers Provide? The country has firmly established itself as a global powerhouse in the business process outsourcing (BPO) industry, renowned… Read article → ARTICLES 6-min read Crisis Management and Business Continuity: How Filipino Call Centers Stay Resilient Crisis management and business continuity planning (BCP) decide whether a company’s customer service survives a disruption, and call… Read article → ARTICLES 14-min read Data Security and Compliance: Why Philippine Call Centers Are Safer Than You Think Entrusting a third-party provider with sensitive customer information is one of the most critical and high-stakes choices a… Read article → BACK OFFICE 9-min read Driving Resolution Through Strategic Customer Engagement: Inside Philippine Front-Office Collections The Front-Office Revolution in Collections The front-office dimension of collections operations represents the most critical interface between creditors… Read article → CALL CENTER 21-min read Filipino Soft Skills and Customer Acquisition in the Philippines: A Cultural Blueprint for Business Growth The Cultural Advantage in Philippine Customer Acquisition Cultural intelligence is one of the most undervalued advantages that Philippine… Read article → ARTICLES 11-min read The Build-Operate-Transfer Model: A Strategic Gateway for Call Center Outsourcing in the Philippines For many multinational corporations, the decision to establish a significant offshore presence is fraught with complexity. The allure… Read article →
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