Telstra, TeleTech open new PH contact center

MANILA, Philippines -- Australian telecommunications company Telstra and TeleTech opened a new contact center in the Philippines.

The facility, located at the Five E-Com building in Pasay City, consists of three floors which will host Telstra and TeleTech employees and a recruitment center.

Telstra has been in the Philippines since 2007, when the company began operating with local industry partners. It launched its first Telstra-operated call center in Manila in 2013, and a second one in Cebu in 2014.

"Our investment in this fantastic center is an expression of how important customer service is to us with great collaboration with our wonderful partners... This is a purpose-built, state-of-the-art facility that will take customer service to new level. It will operate as one high performing team with customers at the center," Telstra CEO David Thodey said.

Telstra currently services 16.4 million mobile customers, 6.1 million retail fixed voice customers, and 3 million retail fixed broadband customers.

The contact center is said to be the largest operated by TeleTech, and will house 3,500 employees when fully operational.

"Telstra has been one of our long-time, strategic partners in the Philippines and we are excited to work with them at the new contact center," TeleTech chairman and CEO Ken Tuchman said.

Telstra Philippines Country Manager Tom Beach said the company is introducing new ways of operating contact centers through partnerships with industry partners, such as TeleTech.

"In the Philippines, Telstra offers contact center employees more quality-of-life options with its mainly dayshift hours, training, rewards, and career progression. We are committed to providing an environment that makes Telstra a great place to work," Beach said.

source: www.abs-cbnnews.com

Verizon Offers Call Center Solutions

MANILA, Philippines — US communications and technology giant Verizon Communications Inc. has partnered with inContact, the leading provider of cloud contact center solutions, to offer an advanced suite of cloud-based virtual contact center services beginning January 2012.

The innovative offering is expected to enable customers of businesses and government agencies to choose how they want to contact and interact with the organization. Its rich features provide customers an option of speaking with a live agent or requesting a call back if one is not immediately available. Customers could also use the Web for an online chat or to get answers to frequently asked questions.

Other features include:

• Special software that can recognize incoming callers and refer specific customers to agents with the appropriate level of expertise. This “first-call resolution” eliminates the need to transfer a customer from one agent to another, an often lengthy process that frustrates customers.

• Comprehensive agent desktop tools to help educate and prepare agents to field customer inquiries and resolve them quickly.

inContact, which built its Asia-Pacific headquarters at the Bonifacio Global City in the Philippines, provides the world’s largest cloud-based call center solutions, with over 800 call center deployments and is used by more than 60,000 agents globally.

The partnership between Verizon and inContact is expected to help accelerate the adoption of cloud-based customer contact solutions in the Philippines, India and other markets with strong contact center industries. Several technology research firms have already tagged 2012 as the year of cloud solutions.

Verizon, which is present in more than 100 countries including the Philippines, said that since virtual contact center solutions are cloud-based, there is no large upfront capital investment and they can be employed to augment and adjust existing customer service operations to more flexibly address changing business requirements.

Nine of the 10 largest banks in the US and many other world-class businesses rely on Verizon’s contact center solutions to strengthen their customer relationships.

source: mb.com.ph