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Friday, March 04, 2005
ePLDT seen to expand center services in '06
* After its fourth month of operations, ePLDT Ventus has provided jobs to 110 permanent employees for its Customer Interaction Center in Molo
* Its 1,600-square meter call center can accommodate 300 seats
THE city's first call center, ePLDT Ventus, is setting its sights for expansion in Iloilo to 1,000 seats by 2006.
After its fourth month of operations, ePLDT Ventus has provided jobs to 110 permanent employees for its Customer Interaction Center in Molo District.
ePLDT Ventus Inc., a wholly owned subsidiary of ePLDT Inc., marks the start of the ePLDT group's all center expansion outside Metro Manila.
Its 1,600-square meter call center in Iloilo can accommodate 300 seats.
The Iloilo Project, headed by business development director Ken Brian Lamzon, requires $2.9 million in capital expenditure and is expected to generate $1.075 million in annual net income at full capacity.
Ventus offers a CIC by establishing telephone, data and computer system designed to receive large volumes of data communications, voice calls, e-mails, web chat sessions, web co-browse sessions and other information delivered through electronic means, manned in accordance to pre-defined customer service guidelines as agreed upon with the outsourcing client.
With its infrastructure and management team, Ventus supports services such as inbound customer care, web co-browsing, inbound product inquiries, outbound sales, inbound sales, outbound collections, inbound technical support, data entry, email handling, business process outsourcing services and web chat.
ePLDT Ventus is now providing customer care services to the biggest US-based Floral Wire Service company which has its headquarters in Los Angeles, California.
Floral Wire Service has the most extensive network of quality florists, with approximately 30,000 member-florists in over 80 countries, ensuring prompt delivery anywhere in the U.S. and many areas throughout the world.
In November last year, the Floral Wire Service company started routing consumer direct calls to ePLDT Ventus for a two-shift pilot run ePLDT receives calls Mondays through Fridays from 6 a.m. to 10 p.m. and on Saturdays 6 a.m. to 8 p.m. Central (US) Time.
Inbound calls involve sales/orders, inquiries, requests for information and other concerns related to flower ordering, with up-sell and cross-sell opportunities.
The campaign employs a monthly average of 60 customer service representatives. Starting January, the company started routing calls to their technical support campaign with an initial 20 agents.
(March 4, 2005 issue)
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