Banks urged: Outsource customer service needs

For a business that thrives on customer relations, a high level of efficiency is important in ensuring the continued patronage of the public. Customer Contact Center Inc. (C-Cubed), the first and only ISO 9001:2000 certified call center in the country, calls on customer-oriented institutions like banks to increase their market reach by outsourcing their corporate service requirements.

Paul Ruiz, C-Cubed’s business development manager, said during the recent 9th General Membership Meeting of the Bank Marketing Association of the Philippines (BMAP) that contact centers can help banks enhance their customer service and marketing efforts.

Banks can reduce costs, expand client network and increase profitability and efficiency when they outsource their customer service management to premiere contact centers like C-Cubed.

"Most of the pilot activities that C-Cubed extended are way beyond the original expectations of our bank clients," said Ruiz, who revealed that the three-year-old contact center is presently servicing two financial institutions – one local and the other based in North America. Around five to six previous clients also outsourced their customer management to C-Cubed.

C-Cubed also assures bankers that security will not be compromised in an outsourced environment. "We are trying to correct the misconception that it’s not secure to do business out of the walls of the bank," added Ruiz.

C-Cubed is a Philippine company that provides outsourced contact center operations to Fortune 500 companies. It is now venturing into multinational operations following its partnership with foreign companies from the United States and India. Its 1,000-agent main facility in Libis operates 24 hours a day, seven days a week.

When asked about C-Cubed’s contribution to its bank clients, Ruiz said, "We are definitely confident because we are able to centralize information-gathering and provide real-time and highly accurate information in a very secure environment even if it’s from an outsourced business."

Outsourcing business requirements is becoming a trend worldwide. A noted foreign analyst reported that the Philippine call center industry is valued at P15.6 billion. This was attested by C-Cubed’s co-owner and chief executive officer J. Xavier Gonzales.

"The call center arena is an increasingly globalized economy. C-Cubed aims to highlight the productivity and quality gains of companies which can be explicitly captured in an outsourced environment," Gonzales said.