US-based Capital One sets up BPO center


Capital One Financial Corp. opened on Wednesday its largest business processing outsource (BPO) center located at the Alabang Filinvest area.

Paul Townsend, Capital One general manager in the Philippines, told reporters that the company is “confident” because of the “tremendous amount of potential” in the country amid the declaration of the United States government shutdown on Tuesday.

“We see a tremendous amount of potential in the Philippines . . . We do not see any impact for our business here in the Philippines as a result of the government shutdown. We are confident that we are starting on the right time here in the country,” he said.

The president of the newly opened hub in Alabang said that the facility is purely a BPO office, aimed to “serve [banking]customers in the United States,” particularly their credit card business clients.

There were reports that US-based Capital One bought the credit card business of another financial company in the United States, HSBC, which included the trust and operation of the latter’s office in Alabang to Capital One.

At present, Capital One has 2,200 associates and employees in Alabang, mostly from the former HSBC that used to occupy the building. Majority of the employees are on the voice sector, and others at non-voice that provides “back off dysfunction and fraud and disputes services” to their customers.

The firm also forged partnership with Tuloy Foundation, investing P1 million to develop a call center or customer service curriculum and ongoing associate volunteer program. Besides the curriculum, Capital One also provides training for their newly hired employees in the BPO segment.

The local arm of Capital One has partnered with local agencies and organizations such as the Philippine Economic Zone Authority, Filinvest, Information Technology-Business Processing Association of the Philippines, Department of Science and Technology-Information and Communications Technology Office, among others.

Kristyn Nika M. Lazo


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