THE Home Development Mutual Fund (HDMF), or Pag-Ibig Fund, is tapping leading Business Process Outsourcing (BPO) firm Teleperformance for assisting its 15.7 million members in their queries and concerns, the government agency’s top official announced Thursday.
Pag-IBIG Fund president and CEO Darlene Berberabe described the partnership as a “realization of Pag-ibig Fund’s quest for bigger, better, faster services for its members.”
Berberabe said Teleperformance would help Pag-IBIG Fund in the management of member queries and concerns, as the contact center firm would take care more of the calls, chat messages, and emails from Pag-ibig members.
Pag-ibig Fund started its inhouse call center in 2006, with just five lines manned by two personnel. Three years later, Pag-ibig approved the proposal to outsource the answering of member querries.
However, Berberabe explained, this did not push through until now, as the government administration changed in 2010 and Pag-IBIG Fund was in the middle of a computer integration system.
Last year Pag-ibig initiated its bidding process and Teleperformance won the bid.
The contact center service will have a soft launch by November. Its official launch is set on December 14, in time for the agency’s 35th anniversary.
Berberabe said Teleperformance’s contract cost was P194 million for two years, much cheaper than the agency’s previous in-house call center, which cost P377 million in the last two years.
She said outsourcing customer service would result in government savings and improved service to the agency’s members.