Two weeks ago, I was invited to have lunch over at Edsa Shangrila and bear witness to the partnership of two well known bodies here in the country. Pag-IBIG and Teleperformance 🙂 the world’s leading provider of outsourced customer experience management services, to provide the housing agency customer service solutions and customer relations management (CRM).
The Pag-IBIG Fund-Teleperformance partnership was established with the ceremonial signing of the two-year service contract at the Edsa Shangri-La Hotel in Mandaluyong City. The signing was led by Pag-IBIG Fund President and CEO Atty. Darlene Marie B. Berberabe and Teleperformance Managing Director Travis Coates.
“Our move to acquire the services of Teleperformance is part of our efforts to bring bigger, better, and faster service to our 15.6 million members. Our contact center will now have more lines to accommodate more calls. We also have more agents, about 150 of them, to answer our members’ queries. We have a broad membership base and many of them work overseas. That’s why we enhanced our services so that members can reach us wherever they are, at any time of the day,”
Atty. Berberabe said. Pag-IBIG, in outsourcing its call center, followed the public bidding process required of government agencies.
With the contract in place, Pag-IBIG Fund can leverage Teleperformance’s robust, state-of-the-art and cost-efficient CRM solutions to provide its members 24/7 access to their Pag-IBIG accounts and answer members’ queries on their savings, the status of their housing loans or short-term loans and verification of amortization of their housing loan and short-term loans.
Likewise, Pag-IBIG Fund will be able to utilize Teleperformance’s multi-channel services such as voice call, email, and chat to cater, not only to customers in the Philippines, but also to Overseas Filipino Workers (OFW). Teleperformance will also offer its services in various languages such as English, Tagalog, Ilocano, Kapampangan, and Cebuano.
“We are honored to partner with Pag-IBIG Fund in upholding the customer service focus that the agency is known for. Teleperformance is committed to serve the Filipino members of Pag-IBIG Fund through our highly capable customer relationship teams and robust CRM platform. We value this new opportunity for us to serve the Philippines and we are grateful for the trust that Pag-IBIG Fund has placed in us,” said Coates.