Surviving the BPO shake-up: How to make AI work in your favour

A recent news report of Ibex closing two call centre locations last week sent shock waves through the business process outsourcing (BPO) sector.

Ibex, in its financial filings, indicated that it is moving aggressively to leverage generative AI in our business, already introducing Wave iX technology on January 30, 2024.”

 Many are understandably concerned about job security. The role of AI in these shifts has understandably triggered fear.

This isn't the first time in history that technology shifts have caused corporate shake-ups. Companies consistently look for ways to cut costs and increase productivity, and every few years there is a new phenomenon: Total Quality Management, Six Sigma, Digital Transformation, or, in this case, Artificial Intelligence. It’s important to remember that these changes are not a personal reflection of your worth. Corporations focus on long-term viability as a priority, and so individuals must also prioritize themselves. The question is: Will you let AI make you a victim or decide to become a victor? Here are five practical tips to keep you on the winning side and make AI work in your favour.

Get your mind right: Don’t be a victim

First and foremost, decide that you won’t be a victim. Instead of being paralysed by fear, channel that fear into energy focused on creating the future you desire. AI will undoubtedly continue to change the job market, but that doesn’t mean there won’t be room for you. The mindset shift comes from seeing AI as a tool you can master, in the same way you or your parents had to master email, computers, smartphones, etc.

Take advantage of FREE AI courses

There are many free resources available to level up your skills in AI and other areas. Platforms like LinkedIn Learning and Coursera offer AI courses that you can access or audit at no cost. You can also leverage YouTube and TikTok for demos and bite-sized information to increase your understanding of seemingly difficult topics. Gone are the days when you had to get a master’s degree to advance your skills. Knowledge is power—take control and upskill yourself. Once you complete a course, update your resume and LinkedIn profile ASAP to reflect your new AI skill.

It’s job search “Szn”: Just weigh your options!

Shenseea’s Dating Szn just dropped, and there are some lessons in these lyrics that can be applied to how we think about jobs. Even if your current job feels secure, it’s not a "marriage,” and so it’s always wise to test the waters. Talk to senior leaders at your current company to learn about what new roles will be created as a result of AI, and how you can transition to any of these future roles. Explore job listings on platforms like Caribbean Jobs, LinkedIn, and remote job platforms like FlexJobs. Remote job options continue to expand, and this includes opportunities to get hired by overseas companies while residing in the Caribbean. Regular job searching is a great way of keeping up to date on job trends and the skills employers are looking for, plus testing how competitive you are in the marketplace. Upload your revamped resume with your new AI skills and apply to some jobs of interest.

Check out my tips from last week on how you can leverage AI in your job search (https://jamaica.loopnews.com/content/five-ways-you-can-use-AI-make-your-jobsearch-easier).

Supplement your income

Relying on one source of income is risky, especially in a world where industries shift quickly. Whether it’s freelancing, selling a product, or offering a service, a side hustle helps to strengthen your financial resilience.

If you need ideas, try ChatGPT for brainstorming. Whether you want to sell custom T-shirts or offer online tutoring, catering, or baking services, there’s something out there for everyone. Check out platforms like Fiverr or Upwork for freelance job opportunities. Some side hustles ultimately become so much more. 

Sample ChatGPT Prompt: "Please suggest ideas to supplement income for someone with my experience (resume uploaded), these strengths (list strengths), and interests (list interests).

Get Your Money Right

Start or continue saving and investing for a rainy day. You never know when a job loss will happen, and a cushion gives you time to find the next opportunity. Cut back on unnecessary expenses and diversify your income streams. Check your insurance policies for unemployment clauses. For instance, Guardian Life Limited’s Group Creditor Life Insurance Policy has an “Involuntary Unemployment Benefit” for approved unemployment circumstances. Financial preparation is a key part of being a victor in uncertain times.

Bonus: Use AI in your personal life

AI can help with everyday tasks. From organising your personal finances to streamlining your grocery shopping or even helping you to assist your children with their homework, AI can be a game changer in your personal life too. Level up by experimenting with the free versions of AI tools such as ChatGPT, Claude, and Gemini. I assure you that you will get better the more you use the tools.

Sample ChatGPT Prompt: "Please review the attached insurance policy and advise if I have any unemployment benefits and the conditions for approval.”

Remember, while AI is changing the game, you still hold the power to decide if you’ll be a victim or a victor. Take charge of your career and future. For more AI-powered career tips, feel free to reach out at [email protected] or find me on LinkedIn!

Nadeen Matthews Blair is the CEO of Crescent Advisory Group, offering consulting, workforce development, and executive coaching to help companies implement business, AI, and digital strategies.