The Pag-IBIG Fund Contact Center makes the Fund more accessible to members after the outsourcing of its activities to the winning bidder, Teleperformance, in 2015. Pag-IBIG significantly improved its service levels by offering more telephone lines, better resolution of members’ concerns, and faster response rate to queries sent via emails and chat messages.
“Pag-IBIG decided to partner with the expert in the contact center from the private sector to realize our mantra of bigger, better, faster. We conducted public bidding, which was won by Teleperformance, the worldwide leader in outsourced multi-channel customer experience management with presence in 62 countries. Last December 14, 2015, we launched the new Pag-IBIG Fund Contact Center in time for our 35th anniversary. We now provide our 16.4 million members with better access to Pag-IBIG by increasing the active phone lines and contact agents, improving the management of members’ queries and concerns through the Customer Relationship Management System (CRMS) of Teleperformance, and hastening the response rates to queries as more calls, chat messages, and emails can be received and resolved by Teleperformance agents and support staff from Pag-IBIG,” said Pag-IBIG Fund President & CEO Atty. Darlene Marie B. Berberabe.
She added that outsourcing contact center activities enabled Pag-IBIG to save almost P136 Million in operational expenses. ”Not only did we generate big savings for the government, we also doubled the quality of service to the convenience of our members. This initiative is truly win-win for our members who own the Fund,” said Atty. Berberabe. Services cover the following contact points: calls at the Pag-IBIG hotline 724-4244, chat at the chat link located at www.pagibigfund.gov.ph, and email to firstname.lastname@example.org.
The Pag-IBIG Contact Center has received favorable feedback from members. Commendations ranged from the agents being courteous and patient when dealing with members, and for their thorough and accurate explanations and instructions when asked for details on Pag-IBIG’s programs and services. Now, their calls are being answered and answered quickly.