Posted on March 27th, 2009
Another business process outsourcing firm setting foot in the Philippines is the US-based Associated Creditorâ€™s Exchange Global. Their contact center in Taguig City houses 300 call agents at present, but ACE Global vowed to double its employee count, adding that the number could rise to â€œ500 to 600 by yearend,â€ according to ACE Global president Joseph Berardi.
That is because, unlike other firms, the US financial crisis has given their company a boost. Ace Globalâ€™s main clients are the largest bank and mortgage firms in the United States. ACE Global is hired by them to contact delinquent borrowers to â€œaddress collection issues, minimize losses and help improve clientsâ€™ cash positions.â€
â€œFinancial companies are looking to us to handle additional volume of delinquent accounts,â€ Berardi said.
Berardi also said that their office in the country has shown a higher collection rate from delinquent accounts compared to its other BPO facility in Costa Rica that also serves the US market. â€œOf our 25 top agents, 20 are from the Philippines while five are from Costa Rica,â€ he added.
He also expects the companyâ€™s Philippine operation to be the fastest growing site of all ACE Global locations worldwide. Currently, its operating centers are located in Phoenix, Arizona, Costa Rica and the Philippines.
Monthly, ACE Global places over 2.2 million agent-attended calls and over one million calls.
While he still not sure whether US President Barack Obama will make true of his policy to discourage US firms from exporting back office jobs, he opined that since the policy was prompted by high level of unemployment in the US, the â€œpendulum will swing backâ€ once the job market normalizes.
Meanwhile, the Philippine is still pinning its hopes of posting decent economic growth this year with the continued growth of the service industry, particularly in the BPO sector.