ePerformax inaugurates 350-seater Cebu facility

A new company called ePerformax joins the ranks of Cebu’s call center players as it launched last Sunday its newest facility at the JY Square Mall.

The ePerformax facility holds 350 seats and administrators mapped out plans of increasing it to 2,000 in two years time. For the meantime, an extension building behind JY Mall is being constructed to accommodate the future expansion.

President and CEO Teresa M. Hartsaw said in an interview with The Freeman “we will focus our growth here in Cebu; we’ve not yet decided to expand further in other places but right now we find the market here exciting though smaller compared to Manila because people here are very much excited with the professional careers we offer.”

The ePerformax Philippines is a privately held corporation established through a partnership formed between ePerformax U.S. and Transnational Diversified Group (TDG) of the Philippines, a 30-year old Philippine company which owns 28 companies under its umbrella and employs over 8,000 people in service-oriented positions who are exported to companies such as Disney Cruise Line.

As one of the first contact centers to venture into the Philippines in 2002, its partnership with TDG was integrated to form high-performance contact center providing US-based businesses with offshore outsourcing services. The success of the company’s operation in Manila which already has over 1 800 agents providing Customer Service, Technical Support, Quality Assessment Call Monitoring and Data Collection and Verification for six major U.S. companies has led to the opening of a new facility in Cebu in which ePerformax expands programs with two of their existing clients from the retail and credit card industry.

The company has a reported $1 billion annual remittances and already paid $5 billion in taxes to the Philippine government and have paid $30 billion in wages to its employees.

In terms of their client base, ePerformax have clients ranging from telecommunications, financial, retail, technical support, and internet and claims to oftentimes outperform internal call centers of clients and even competitor.

Hartsaw stressed that “we select clients as much as clients select us. We pick not just any client but those who fit our company’s standard. We have passion for our clients and our people and we deliver better quality.”

For its agents, ePerformax provides a package of benefits that they say as ‘not only financially rewarding but personally fulfilling’ because of their pay-for-performance and pay-for-progress compensation that ensures its employees to earn the highest compensation levels in the contact center industry.

“We put our employees ahead of our clients because they are the ones who deliver. We’re only as good as our people so we invest a lot on them to make sure that everyone of our people even the weakest link will be trained to deliver better performance,” said Hartsaw.

As for competition, Hartsaw is optimistic that their company’s growth will be more on providing quality performance and better customer service. “We will focus on being the best by providing the best customer service and not on being the biggest or the cheapest but being the best,” challenges Hartsaw. — Rhia de Pablo