Globe, Aegis set up trilingual call center in Cebu

Cebu, BPO Philippines. To provide personalized, quality customer service for its massive subscriber bases in the Visayas and Mindanao, Globe Telecom sets up the very first Bisaya-speaking call center with Aegis Philippines.

The call center company Aegis will initially designate at least 50 agents to serve Globe’s customers in the Visayas and Mindanao.


The Visayan language is a widely spoken language in the country. Over 20 million Filipinos speak the language not only in various provinces in Southern Philippines, but also in many Filipino communities around the world.

This development is just part of the Globe Telecom's drive to make their subscribers’ the center of their business, by “speaking the language, and listening to them.”

“...we are raising the bar of customer experience. By having a Cebu-based contact center, we are able to break the language barrier experienced by a number of our Visayan subscribers today”
Joe Carillo, Globe head for customer experience.

Globe is the first telecom firm in the Philippines to require this particular service.

With the launch of this trilingual option, subscribers can converse with Globe easily in their vernacular of choice.

If customers so prefer, they can have access to Globe/TM sales and after-sales services to inquire about any Globe mobile, landline or broadband services for sales, care or tech concerns through a dedicated Visayan Interactive Voice Response System (IVRS).

By following the self-service IVRS voice prompts (in Visayan) callers are dedicated to a Visayan-speaking customer service representative based in Cebu.

Again, the service is part of the company’s thrust to constantly innovate by giving customers choices to make their Globe experience more personal.

As of December 2011, the Southern Philippines revenue contribution to Globe grew by seven percent. In the same period, subscriber-base rose to 18 percent.

Aside from establishing the “trilingual” (Bisaya/English/Filipino) customer service, Globe also spends several million dollars worth to over-haul its network infrastructure in Cebu; as all base-stations will be re-placed with brand new equipment to provide better speed and service in both mobile and broadband services for BPO Philippines.

This investment is part of the company’s allocated US$790 million capital expenditure which started last year until 2013.

Source:
Dagooc, Ehda. 27 February 2012. The Freeman.
Accessed 27 February 2012. Link Here.