Pag-IBIG, Teleperformance ink service contract worth P194M for 2 years

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By Ike Suarez

The government’s Pag-IBIG Fund, the agency that manages the country’s savings and provident fund program for Filipino workers, has tapped Teleperformance Philippines to handle its frontline services.

Photo shows (from left) Mike Lytle, Teleperformance executive vice president for operations, Robert John Cosico, Pag-IBIG Fund SVP for administrative services sector and chief legal counsel, Darlene Marie B. Berberabe, Pag-IBIG Fund president and CEO, Travis Coates, Teleperformance managing director, Ophelia Dela Cerna, deputy chief executive officer member services cluster, and Joseph Edward Dy, Teleperformance vice president for operations
Photo shows (from left) Mike Lytle, Teleperformance executive vice president for operations, Robert John Cosico, Pag-IBIG Fund SVP for administrative services sector and chief legal counsel, Darlene Marie B. Berberabe, Pag-IBIG Fund president and CEO, Travis Coates, Teleperformance managing director, Ophelia Dela Cerna, deputy chief executive officer member services cluster, and Joseph Edward Dy, Teleperformance vice president for operations

Paris-based Teleperformance Group, which claims to be the world?s largest call center operator, bagged the service contract worth P194 million over two years.

The service agreement between the Pag-IBIG, whose formal name is the Home Development Mutual Fund, and Teleperfomance was announced on October 22 during a press briefing and contract signing ceremony at the Edsa Shangri-la Hotel in Mandaluyong City.

Signing on behalf of the Pag-IBIG Fund was the agency’s president and CEO, Darlene Marie B. Berberabe, and on behalf of Teleperformance Philippines was its 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,” Berberabe said in a press statement.

She said the savings and provident fund program’s members consist also of OFWs, along with workers in the Philippines. “That’s why we enhanced our services so that members can reach us wherever they are, at any time of the day,” she said.

The service contract was awarded after a public bidding process — a requirement for government procurement.

The service contract would mean that more lines for the Pag-IBIG contact center and that 150 agents would be on hand any time to answer members’ inquiries. Such inquiries would include questions on their savings, the status of their housing loans or short-term loans, and verification of amortization of their housing loans and short-term loans.

At the same time, the Pag-IBIG Fund would now be able to use Teleperformance’s multi-channel services such as voice call, email, and chat to serve its members here and abroad. Such services would be offered in English, Filipino, Ilocano, Kapampangan, and Cebuano.

In a brief interview shortly after the signing, Teleperformance Philippines senior vice president Jeffrey Johnson told Newsbytes.PH that the deal is the very first contract it has ever signed with a government agency for call center outsourcing services.

Johnson said that Teleperformance is looking forward to winning similar contracts with other government agencies in the future and is currently talking to two other government agencies in this regard.

He explained that the Teleperformance Group performs such services for governments in other countries, some of them being the United Kingdom, Brazil and state governments in the United States.

He added Teleperformance Philippines now also does call center services operations for 25 large corporations based in the country in addition to servicing several other corporations based abroad.

Operational since 1996,Teleperformance Philippines now has over 41,000 employees in the country and has contact centers in Metro Manila, Antipolo, Baguio,Bacolod, Cebu and Davao. The Teleperformance Group operates 274 contact centers in 62 countries.

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