RP, Canadian firms ink call center service deal

MANILA, Philippines - A Philippine information technology firm announced an agreement with a Canadian call center company, allowing both entities to offer its services inside and outside the North American country. In a statement released last week, publicly-listed IPVG said it has partnered with Gemma Communications LP (GemmaCom), a call center company based in Ontario, Canada. Under the agreement terms, IPVG and GemmaCom will provide English-speaking outsourcing services to GemmaCom customers that have offshore outsourcing requirements. GemmaCom will be responsible for promotion and marketing as well as quality assurance and infrastructure such as dialer and network set-up with its pre-existing outsourcing services. For its part, IPVG is tasked to provide call center outsourcing services through its BPO subsidiary, IP Contact Center Outsourcing (IPCCO) with its operators, production seats, and network. “After completing a multi-continent review of possible off-shore locations and partnerships, we believe that our decision to go to the Philippines and team up with IPVG, ideally positions Gemma to provide our clients with exceptional value and industry best call center solutions," Gemma Communications president Craig Meilleur, said in the statement. IPVG chief executive Enrique Y. Gonzalez, meanwhile, said the deal with GemmaCom will strengthens the company’s outsourcing and offshoring network. “GemmaCom is a leading outsourcing provider in Canada, and allows us access to Canada's growing off-shoring requirements. This is yet again another milestone for IPVG and the Philippine BPO [business process outsourcing] industry," he stated. The migration of service offerings from both companies will create a full complement of voice and non-voice delivery service capabilities such as inbound services (customer service, technical support and sales and marketing), outbound services (sales and marketing, surveys and loyalty programs), and BPO services (email support, chat support, document management and transaction processing). GemmaCom has 1,000 seats and operates three call center facilities in Canada that are located in Toronto, Ontario, and Montreal. GemmaCom is the third international investment agreement in IPVG’s BPO platform following the KPO joint venture with Credence Analytics in India and the acquisition of US-based call center Influent. - GMANews.TV