AI BriefingIn the AI Era, Call Center Employment Is Actually Rising
Key point
Despite the adoption of AI agents, call center employment in the Philippines doubled over the past decade, reaching 2 million workers
Details
In September 2025, Salesforce CEO Marc Benioff revealed that the adoption of AI agents had cut 4,000 jobs in customer service. As his comment that "fewer people are needed" suggests, many companies are trying to replace or streamline human workers with AI.
However, according to an analysis by Apollo Chief Economist Torsten Slok citing data from the IT and Business Process Association of the Philippines, call center employment in the Philippines increased every year from 2016 to 2025, nearly doubling over the decade to reach 2 million.
Employment indicators are also positive:
- Philippine unemployment rate: fell from 9% in 2021 to about 4% in March 2026
- Indian unemployment rate: remained stable at about 7% (India ceded its position as the top call center employer to the Philippines about 15 years ago)
The data suggests that AI is not replacing offshore outsourcing workers. It could be interpreted as an example of the Jevons Paradox, in which efficiency gains actually increase overall demand.
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