Customer Care

2021 reshaped our business unit’s call-to-action: invest in initiatives that will make a positive difference in our customers’ lives. That’s why we focus on initiatives that matter most to our stakeholders, taking the time to listen to what they need, investing in projects vital to the way we are able to best serve them. From taking tangible steps towards our company’s digital transformation, to navigating a business amid a global pandemic, our ability to evolve with our customers is vital to the way we serve our customers.

Operational Highlights

• 11% growth in Customer Care Management accounts (Sendtipid/SME) from 532 to 592
• Revenues of P21 million for Send Tipid and SME
  10% increase in volume from 2019: received a total of 5.06 million interactions (2.4 million voice interactions and 2.58 non-voice interactions from social media and email)
• Successfully opened more digital channels giving customers better access and more convenient touchpoints.
• Opened 24/7 OMNI channel touchpoints to help assist and address customer concerns amid lockdowns and improve the skill level of team members.
• Integrated voice and non-voice customer service platforms for convenience.
• Achieved 11% growth across SME accounts.
• Ensured consistent service amid a pandemic while guaranteeing manpower safety.