US-based contact center opens facility in Alabang

MANILA, Philippines - US-based Capital One Financial Corp. opened yesterday its contact center facility in Alabang in Muntinlupa City which will employ more than 2,200 workers to provide support to its credit card business and retail banking services.

Speaking at the launch of the facility yesterday, Heather Cox, executive vice president of US Card Operations for Capital One’s domestic credit card business, said the company’s decision to bring its operations here demonstrates the incredible talent of the Filipino workforce and the firm’s intention to continue to grow its business.

“We know that every interaction we have with our customers makes a difference.  Our call center teams play a critical role at Capital One and the Philippines has the talented and experienced workforce we need to make this location an important part of our operations going forward,” she said.

Capital One’s Alabang Contact Center general manager Paul Townsend said the newly-opened contact center is the firm’s largest site in the world and only facility in the Southeast Asian region.

Capital One’s contact center in Alabang used to be HSBC’s business process outsourcing hub.

The site was given to Capital One as part of its acquisition of HSBC’s US credit card unit for $30 billion last year.

Even as the firm has already hired HSBC’s 2,200 former employees for the Alabang contact center, Townsend said the company still intends to increase its workforce.

“We are already looking for additional talent. We have already published advertisement,” he said.

He declined to say though how much additional workers the company would need.