How We Do Things Differently

The Philippine Statistics Authority (PSA) is the chief authority on Philippine statistical data. As such, it acts as the repository and the issuing office for the many vital records which establish every Filipino citizen’s identity as a tangible statistic in the sum total of the country’s population.In the Philippines, the civil registry documents issued by the PSA are required to certify and validate one’s applications for government services, employment, and banking.

The Challenge

Obtaining official documents from the PSA used to be a nightmare for most Filipinos. The sheer number of requestors lining up daily at the PSA strained the infrastructure, causing long waits, frayed nerves, and precious time lost.

By the year 2000, the PSA criticized for their systematic inefficiency,due largely to three operational practices:

• Requesting for documents required the physical presence at the PSA of either the requestor or an authorized representative
• Payment for documents had to be done physically, in cash at the PSA
• Claiming documents likewise required the physical presence at the PSA either the requestor or an authorized representative

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Government Service Insurance System (GSIS)

The Client

The Government Service Insurance System (GSIS) is a social insurance institution that caters exclusively to the Philippine government’s employees. It is chiefly responsible for providing and administering pension funds—such as life insurance, retirement benefits, disability benefits for work-related accidents, and death benefits—to members and their heirs.

The Challenge

With a clientele of almost two million members and beneficiaries, residing both in and outside the Philippines, it became a necessity for the GSIS to optimize the way that transactions were handled. Foremost in their agenda was to make transactions simpler and hassle-free for their clients. In pursuit of transforming the overall client experience, the GSIS sought to overcome the following operational problems:

• While the GSIS provided their clients with multiple contact points, such as a telephone number they could call and an email address they could write to, the lack of a standard procedure for dealing with transactions made through these channels inevitably caused very slow responses.
• The lack of a centralized system for client relationship management generated a host of problems for the GSIS. Because concerns were not logged properly, there were
  1. no ways of differentiating simple concerns from urgent ones,
  2. no ways of monitoring the progress of concern resolution, and
  3. no means to offer proactive status updates on transactions.
• While the GSIS already offered the Skype Appointment option for their pensioners abroad to renew their active status, the GSIS could not properly utilize its human resources because of a lack of a systematic manner of scheduling appointments.
• Skeptical and dissatisfied with the customer service via alternative contact points, many clients would opt to transact with the GSIS in person, with a firm belief that doing so would be more efficient than waiting for long periods for a response. This resulted in long, chaotic queues becoming a mainstay spectacle at the GSIS offices.

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Pilipinas Teleserv efficiently handles online consumer engagement for top digital marketing agency MRM-Manila with MAESTRO

The Client

McCann Relationship Management Manila (MRM) is the digital marketing arm of McCann World group Philippines. The company provides end-to-end services that strengthen brand awareness and foster connections with online consumers. MRM is a leader in the digital marketing industry, with their successes recognized by numerous award-giving bodies in the Philippines.

The Challenge

The MRM Social Command Center handles online consumer engagement for many leading local and global brands. The way MRM did this was primarily by monitoring and responding to the activity on a client’s various social media touch points. The MRM Social Command Center’s operations were carried out manually, directly via the Facebook and Twitter websites of their clients. This meant manually combing through and taking note of interactions on the community pages, manually distributing queries to agents, and manually responding to every post.As the number of interactions increased, therather laborious process slowly became increasingly difficult to manage.

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Pilipinas Teleserv helps leading telecommunication services provider provide customer service and technical support to its 36.1 Million subscriber base.

The Challenge

With their subscriber base growing exponentially year after year, a leading telecommunication services provider in the Philippines was in need of powerful customer relationship management services that could reliably support the needs of their subscribers and introduce improvements to their business processes to improve overall customer satisfaction.

Since the client competed in several market segments via different brands, it was critical that the level of service and customer experience was consistent. The client needed a partner that can execute on global best practices in customer relationship management coupled with proven experience in managing the kind of consumer base that the telco has.

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User-Friendly Appointment System Transforms Applications at Document-Issuing Government Office into a Positive Experience

Overview

Pilipinas Teleserv offered its services to a document-issuing government office in the Philippines in view of addressing the many operational problems that the agency faced. The partnership came to fruition with the launch of a powerful, user-friendly appointment system that enabled the agency to control the human traffic at their field offices and their applicants to properly plan their visits to the office.

The Challenge

With the number of document applicants having increased exponentially since the office’s existing systems were instituted, it became very difficult for the client to keep abreast with the general public’s demand for swift, efficient service. This amassed a considerable amount of ill will, disappointment, and frustration among its applicants. The client faced the following operational problems:

• Many applicants would come to the client’s office with incomplete documentary requirements, citing that they did not know any better
• “First-come, First-served” policy introduced very long, chaotic queues at the office, applicants would camp outside the before office hours in hopes of being served promptly
• There were far more applicants than what the office could process in one day, which meant that there could be no guarantee that an applicant would be processed on the same day as their visit
• The tedious and dreadful process encouraged Filipinos to turn to illegal fixers to secure their documents.

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Innovative Multi-Channel Ticketing System Brings Distinction to Leading Telecommunications Provider’s Online Customer Support Operations

Overview

The growing popularity of social media and the increasing ease of access to the Internet in the Philippines prompted a leading telecommunications company to invest in provisions for online customer support. The client wanted to provide their subscribers with means to interact with them quickly through various online touch points and with very quick response times. In 2010, Pilipinas Teleserv stepped in with tailor made cutting-edge systems and services, enabling the client to provide their subscribers innovative online customer support.

The Challenge

The client began their online customer support operations by setting up an email address that customers could use to contact them. The operation was managed manually, with a dedicated employee combing through the emails, forwarding concerns individually to involved departments, and typing up responses one by one. With the number of interactions increasing, the process became more and more difficult to manage. The client needed a partner that would be able to provide both systems and services to keep up with the demands of their subscribers.

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Country Franchise of Global Fast Food Chain Sets Up Their Own Successful Contact Center with the Help of Pilipinas Teleserv

Overview

The country franchise holder of a popular global fast food chain had been outsourcing the management of their delivery hotline to Pilipinas Teleserv since 2002. However, in 2008, the client was prompted by the fast food chain’s regional office to set up its own in-house call center in spite of the client’s overall satisfaction with Pilipinas Teleserv’s services. The change in strategy placed the client at great risk as they treaded waters outside their core competency. Only two months after going on their own, substandard performance persuaded the client to turn to Pilipinas Teleserv to help them set up their own successful contact center.

The Challenge

When their solo operations went live in August 2008, the client’s in-house contact center fell short of their expectations:

• Technical problems plagued the contact center, affecting both their internal operations and customer fulfillment
• Customer satisfaction plunged, as evidenced by the sheer amount of complaints that the contact center had to process
• Between the numerous operational pains and the growing dissatisfaction among their customers, sales dropped by as much as 50%

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Watchdog Hotline revolutionizes the way citizens interact with their government

Overview

Committed to reawakening honesty, morality, and efficiency in public service, two Philippine government offices sought out a means for them to mobilize citizen vigilance in view of keeping government offices and agents accountable. In 2012, Pilipinas Teleserv was awarded the bid for a government-mandated national helpdesk where Filipino citizens can lodge complaints against inefficient, discourteous, and even illegal practices in government offices.

The Challenge

Anticipating the immense volume of calls and the sensitive nature of the issues to be reported, it was imperative that the implementing body of the project be able to find a contact center with

• extensive experience in responding to the Filipino public’s demands
• the facilities and manpower to support the expected volume of transactions
• the unique ability to harmoniously collaborate with government offices for the quick resolution of concerns

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