Pain
Recruitment treadmill
Always hiring for attrition. Seat-hour maths punish every empty chair.
Wolfe Consulting Services · Manila-first
The seat-hour model is breaking. Voice AI is the wedge.
We help BPO operators migrate inbound voice to AI with floor-led pilots - not mega-vendor lab tours. Boards already have cover. Draft rules will not wait.
Manila-first AI drafts · proposed DPA floor · enacted
Cost-per-contact sketch
Planning model · human seat vs voice AI assist
Illustrative planning model - not a cited market survey. PH seat planning anchor is an internal board planning figure operators should substitute with their own.
Story
Why us · Why now · Why Wolfe
Three clear beats. Start with fit, then urgency, then this team.
Proof of problem
Three pressures on every Manila voice P&L
National targets already priced in AI disruption. Draft labour rules would turn displacement into a noticed process. Buyers demand AI-ready CX in renewals.
01
~8% of GDP
AMRO puts 2024 IT-BPM revenue at about 8.2% of Philippine GDP. Dependence makes the AI light brighter here.
02
Draft AI labour rules
Proposed notice and retraining language is still committee-stage. Design compliance before the vote - do not invent enacted fines.
03
Voice is exposed
US transparency and reshoring politics hit voice harder than non-voice. Migrate with hybrid human oversight.
Pain / After Wolfe + Max
The load that never sleeps - then shrinks
Plain language. Today the floor carries recruitment, training, retention, copying greatness, managing teams, and compliance checks. With Wolfe + Max, that load shrinks.
After Wolfe + Max
Fewer seats to fill
Contained Tier-1 volume means less frantic hiring against constant churn.
Pain
Training forever
New agents relearn the same intents. Great calls do not copy themselves.
After Wolfe + Max
Copy what great looks like
Best-path handling becomes the default on in-scope intents - not a hope on day 12.
Pain
Retention churn
Burnout on repetitive voice. Team leads spend the week firefighting.
After Wolfe + Max
Humans on the hard work
Agents take warm transfers with context. Repetitive load drops. Pride can return.
Pain
Managing teams + compliance
QA sampling, disclosure, and labour messaging stack on every change programme.
After Wolfe + Max
Governed by design
Scorecards, emergency stop, and proposed-vs-enacted honesty built into the arc.
Wolfe = method and pilot shape. Max = the operating layer that keeps the shrink sticky. Public pages stay method-only until anonymised proof is approved.
Deck energy
Why-now theatre
Cited industry figures beside illustrative pilot maths. Every chart is stamped.
IBPAP 2028 roadmap reset
Revenue (USD B) · FTEs (millions) · Jul 2026 refresh
Source: BusinessWorld / IBPAP, 15 Jul 2026. Cited.
Seat-displace pilot arc
8-week design shape · inbound Tier-1 · not a client result
Illustrative pilot design compatible with anonymised board logic. Not a measured client outcome.
Enacted · CREATE MORE / DPA / Konektadong Pinoy Conditional · 90% WFH window Proposed · AI labour drafts
Approach
Days 1-10 diagnostic. Then a 100-day arc.
Phase 1 is listen, map queues, readiness checklist, baselines. No build theatre. Then ~90 days of planning and implementation. Your appetite and your IT set the pace.
- 01
Days 1-10 · Diagnose only
Listen. Map one named queue. Readiness checklist. Baselines. No build yet.
- 02
Shadow
Soft-handle. Score as-if containment before the floor feels the change.
- 03
Assist
AI answers in-scope. Warm transfer plus context packet when humans take over.
- 04
Displace seats
Freeze hiring on the queue. Weekly seat math toward a documented displace target.
- 05
Govern
QA scorecards, emergency stop, workforce messaging, go/no-go for multi-queue.
Proof
Anonymised method. No named client list.
Experience spans channel, voice AI, and A-to-B including Manila. Public pages carry method cards only. Hard percentages wait for Adrian-approved anonymised outcomes.
No employer trademarks. No TELUS endorsement. No claim of PH BPO deployments we have not made.
Method
Floor-led, white-label
Production voice under the BPO brand. We enable the floor - not an HQ demo.
Pilot shape
100 days · Tier-1
~10 diagnostic + ~90 plan/implement. One queue. EN first. Documented seat math.
Risk
Register upfront
Hallucination, compliance, brand, labour messaging - named before go-live.
Ask
45-min ops + tech
One named queue conversation. Paid pilot LOI after proof - no MSA theatre first.
Markets
Metro Manila first. Peer CX markets next.
Mid-market voice-heavy BPOs and country P&Ls with US/UK books. Legislation- and wage-pressure markets follow - without inventing local statutes we have not verified.
Manila-first AI bills · proposed 90% WFH window
Explore markets Legislation legend
Status chips
Philippines policy timeline
Status labeled accurately as of early Sep 2026
2012 · Enacted
Data Privacy Act · RA 10173
Standing privacy floor for recording, CRM, transcripts, cross-border processing.
8 Nov 2024 · Enacted
CREATE MORE Act · RA 12066
Incentive regime; telecommuting up to 50% of workforce without losing incentives.
24 Aug 2025 · Enacted
Konektadong Pinoy Act · RA 12234
Data transmission provider registration with NTC; cybersecurity / privacy duties layered on.
Mar-Apr 2026 · Conditional / time-bound
Temporary 90% WFH window
EO 110 + FIRB Resolution 005-2026: up to 90% WFH for one year from 24 Mar 2026 unless lifted earlier. Plan facilities on the permanent 50% rule.
2026 · Proposed / committee
AI Development and Regulation Act
House substitute consolidating ~26 bills. Risk-based; draft labour language includes no dismissal by algorithm alone and 60 days notice + retraining. Not enacted.
Aug 2026 · Proposed
House Bill 10362 · AI Governance Act
Parallel proposal; reporting notes six months advance notice for high-impact AI affecting employees. Competing draft - not settled law.
Sources: Lawphil / FIRB; Philstar 14 Jul 2026; BPOAI tracker 6 Aug 2026; Manila Bulletin Aug 2026. Status cited.
Start
Start the Manila conversation.
A 45-minute ops and tech review on one named queue. Soft collaboration - sharp pilot.