Contact center saved Pag-IBIG P136 million in operation expenses

Contact center saved Pag-IBIG P136 million in operation expenses

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The Home Development Mutual Fund (Pag-IBIG Fund) has saved an average of P136 million in operational expenses since it rolled out its outsourcing contact center in 2015.

The Pag-IBIG Fund Contact Center, a partnership between Pag-IBIG and Teleperformance, has provided the Fund’s more than 16.4 million members with accessible and faster service platform, where inquiries on Pag-IBIG products and services can be addressed immediately.

The contact center also helped Pag-IBIG to reduce its operating costs, through outsourcing activities, helping the agency save an average of P136 million since 2015. The two-year contract was a means for Pag-IBIG to cut its contact center costs to P194 million, from P377 million.

“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 of Teleperformance, and hastening the response rates to queries as more calls, chat messages and e-mails can be received and resolved by Teleperformance agents and support staff from Pag-IBIG,” said Darlene Marie B. Berberabe, Pag-IBIG Fund president and CEO.

Through the outsourcing contact center, which opened up more telephone lines to better resolve members’ concerns and hasten response rate to queries sent through e-mail and chat messages, Pag-IBIG has recorded an improvement in its service levels. Inquiries on member identification number and short-term loans topped the list from contact points, namely, calls at the Pag-IBIG hotline 724-4244 and electronic messages received from the Pag-IBIG web site.

“With Teleperformance’s expertise in the business-process outsourcing industry, the partnership between Pag-IBIG and Teleperfomance is another realization of the Pag-IBIG Fund mantra of bigger, better, faster,” Berberabe said.

Pag-IBIG is the first government agency that Teleperformance has partnered with, and the contact center that operates 24/7 was said to have received favorable feedback from members since it started in 2015, citing the agents’ thorough and accurate explanations and instructions when asked for details on Pag-IBIG’s programs and services.