Pag-IBIG taps PLDT for call center service

MANILA, Philippines - Dominant carrier Philippine Long Distance Telephone Co. (PLDT) is set to provide information and communications technology services to the 11 million members of the state-run Pag-IBIG Fund.

Renato Castaneda, vice president and corporate relationship management head of PLDT, said in a statement that Pag-IBIG has tapped PLDT Alpha Enterprise to power the agency’s call center.

Castaneda said the partnership is expected to boost the ability of Pag-IBIG to efficiently monitor and manage inbound calls to its 724-4244 hotline.

Under the reliable PABX system, callers particularly Pag-IBIG members are now greeted by an automated voice prompt that enumerates the menu of services and a detailed set of instructions on how to avail of these services is available with a push of button.

Darlene Marie Berberabe, Pag-IBIG chief executive officer, said the agency has extended the operations of its call center to accommodate the influx of calls every day from 8 a.m. to 10 p.m.

Berberabe pointed out that the agency has also opened its call center during Saturday and during holidays.

“And because of the floods caused by the recent torrential rains, we have opened our services during Saturdays and holidays from 8 am to 5 pm to answer the urgent needs of our members affected by the calamity,” she stressed.

She explained that Pag-IBIG is taking full advantage of the Internet to make transactions convenient to members after it launched an electronic registration system to facilitate the applications of new members through its official website last year.

PLDT’s Internet service has powered all its web-based applications such as the corporate email system, chat facility for clients, and the website.

“We maximize technology so that we can reach our members faster, more efficiently and more effectively,” she added.

Likewise, PLDT vice president and corporate business group head Jovy Hernandez said its subsidiary Smart Communications Inc. would enable Pag-IBIG’s web-based text broadcast system called Netcast to send important announcements to its members’ mobile number.

 “These services are absolutely helpful during these times when Pag-IBIG members need immediate financial assistance for the repair and rebuilding of their homes damaged by the recent monsoon rains,” Hernandez pointed out.