Firm sees doubling of employees with expanded operations
Capital One Philippines Support Services Corp., the Alabang-based global in-house contact center of Capital One Financial Corp., is expanding in the Philippines with another contact center facility, which is expected to be completed in the fourth quarter this year.
Capital One Philippines’ new General Manager Peter Hayden said in an interview on Tuesday that the new contact center will also be in Alabang, near its existing facility at the IT park Northgate Cyberzone in Filinvest City.
“We decided that we wanted to build a campus-like environment, geographically where we’re close to one another and be able to leverage synergies with one another,” Hayden said.
The local business process outsourcing (BPO) arm of Capital One has more than 2,800 employees in the Philippines.
With the second site that will house its expanded operations, Capital One Philippines is expected to nearly double its employees, creating another 2,000 jobs.
Hayden said the expansion to the Philippines was due to a large pool of “energetic and passionate” workers that learn very fast.
He said the Filipinos’ culture of “malasakit” or care for others is key to the company’s growth, together with excellent customer service and great talent.
Since Capital One’s establishment here in October 2013, the Philippines has become “one of the top performing sites” of the Capital One contact center group which is also present in the United States, Canada, UK and India, Hayden said.
Capital One Philippines also has an ongoing partnership with Tuloy Foundation through its Contact Center Readiness Program (CCRP), which aims to teach students key competencies required for entry-level positions in the information technology and business process management sector (IT-BPM) and other service industries.
Students successfully completing the nine-month program are given the opportunity to work in Capital One Philippines.
Since the start of the CCRP mid-last year, nine graduates have already secured employment in Capital One, while 14 are currently completing their on-the-job training. A new class of 15 students begins in June.
The firm said other IT-BPM companies are interested in the CCRP model, which can contribute to talent development in the country.
Capital One Philippines is the local contact center unit of Capital One Financial Corp.’s US credit card business. The international financial holding company offers banking services primarily in New York, New Jersey, Texas, Louisiana, Maryland, Virginia, and the District of Columbia.