Aussie firm sets up call center in RP
By Lawrence Casiraya
INQUIRER.net
First Posted 10:34:00 08/25/2008
Filed Under: business process outsourcing (BPO)
MANILA, Philippines – Australia's National Receivables Group (NRG) has chosen the Philippines over India in setting up its first overseas call center, according to its top official.
NRG provides services for financial services companies and holds offices in Melbourne, Brisbane and Sydney.
Michelle Bubke, NRG's chief executive, said she was encouraged to visit the country after meeting with Business Process Association of the Philippines (B/PAP) officials in Sydney earlier this year.
Bubke recently visited the country to train agents of the company's first international call center, located at the IBM Building in Eastwood City in Libis, Quezon City.
"The tight labor market in Australia had made it difficult to expand operations nationally and we had been researching offshore options for more than 12 months," Bubke said in a statement provided by B/PAP.
"Out of a number of possible locations, we chose the Philippines. Like most companies, I looked at India but discovered that the talent pool, time zone and lifestyle were superior in the Philippines," she added.
NRG initially contracted call center servicers from local operator firm IP Contact Center Outsourcing Inc. (IPPCO) before deciding to set up its own operations in the country.
Unlike other customers, NRG employs agents working dayshifts. Bubke said her company plans to have at least 60 agents before year's end and expand further to 600 agents within the next 18 months."
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