Development Mutual Fund (HDMF), has teamed up with major contact center firm Teleperformance to provide customer assistance to its 15.7 million members nationwide.
The BPO giant scored the partnership through a bidding process held last year, signing on for a contract of P194 million over two years. By contrast, Pag-IBIG's in-house call center cost P377 million over the same period.
"Because contact center is really not our core function, by outsourcing this we will be able to improve our lending activities through better focus," said president and CEO of Pag-IBIG Fund, Darlene Berberabe.
A soft launch of the new services is set by November, while the official launch is scheduled on Pag-IBIG's 35th anniversary on December 14. Teleperformance is poised to take over answering Pag-IBIG's member queries through call, email, and chat, with about 150 agents, 60 of whom came from Pag-IBIG’s in-house customer support.
"We are always looking for ways to give bigger, better, faster benefits to our members and we have done a lot of outsourcing in the last year – our collection, our billing," said Berberabe.
"We have had tremendous improvements in our service because of such … as we can focus on our core function which is the administration of mortgage financing and the administration of the savings program for our 15.7 million members," she continued.