Thomson Reuters opens customer service hub in Manila
07/01/2009 | 08:46 PM
MANILA, Philippines - Multimedia news agency Thomson Reuters has opened a new customer service facility in Fort Bonifacio in Taguig, making Manila the site of its primary English language support center.
The 500-seat facility is expected to complement non-English support centers in Geneva and Sydney, Jason Hair, the company’s customer support head for Asia, said during a Wednesday briefing in Manila.
Besides providing 24-hour global support, the facility will also serve as a single point of contact for pre- and post-sales support, Hair said.
The facility, together with its 80 new recruits, will allow the company to resolve customer issues faster, Hair said.
The new global customer support center is part of a strategic program “aimed at implementing a world-class customer experience," Thomas Frossell, global head of customer service for Thomson Reuters Markets, said.
Located at Megaworld Corp.'s 50-hectare McKinley Hill project, the facility "went live" last May.
Its operations include the Media/International Financing Review (IFR) magazine telesales team who sells IFR publications, online databases, newswires, conferences, and management reports across the region.
The investment and advisory division has corporate advisory and investor relations services teams based in Manila. The staff also supports the content development for this business.
It will also have some finance administration roles to provide order management and contract processing, invoicing and revenue report generation and collection and aging analysis for Asia.
The content operations group, which provides data used by the firm's financial customers around the globe, has been in Manila since 1997.
At the sidelines of the grand opening of Thomson Reuters' facility, Business Processing Association Philippines (BPA/P) chief executive Oscar Sanez said the industry expects to grow revenues by 23 percent, which is slower than the 26 percent posted in 2008.
"The last five months are indicating a positive trend. We are very busy talking with locators setting up. With this [Thomson Reuters facility], we started discussing this late last year and now they're here. So it is something to be part of an attractive destination," he said, adding both new and existing market players are expanding.
Amid deepening global recession, Sanez said the industry hired 15 percent more employees during the first semester. - GMANews.TV
The 500-seat facility is expected to complement non-English support centers in Geneva and Sydney, Jason Hair, the company’s customer support head for Asia, said during a Wednesday briefing in Manila.
Besides providing 24-hour global support, the facility will also serve as a single point of contact for pre- and post-sales support, Hair said.
The facility, together with its 80 new recruits, will allow the company to resolve customer issues faster, Hair said.
The new global customer support center is part of a strategic program “aimed at implementing a world-class customer experience," Thomas Frossell, global head of customer service for Thomson Reuters Markets, said.
Located at Megaworld Corp.'s 50-hectare McKinley Hill project, the facility "went live" last May.
Its operations include the Media/International Financing Review (IFR) magazine telesales team who sells IFR publications, online databases, newswires, conferences, and management reports across the region.
The investment and advisory division has corporate advisory and investor relations services teams based in Manila. The staff also supports the content development for this business.
It will also have some finance administration roles to provide order management and contract processing, invoicing and revenue report generation and collection and aging analysis for Asia.
The content operations group, which provides data used by the firm's financial customers around the globe, has been in Manila since 1997.
At the sidelines of the grand opening of Thomson Reuters' facility, Business Processing Association Philippines (BPA/P) chief executive Oscar Sanez said the industry expects to grow revenues by 23 percent, which is slower than the 26 percent posted in 2008.
"The last five months are indicating a positive trend. We are very busy talking with locators setting up. With this [Thomson Reuters facility], we started discussing this late last year and now they're here. So it is something to be part of an attractive destination," he said, adding both new and existing market players are expanding.
Amid deepening global recession, Sanez said the industry hired 15 percent more employees during the first semester. - GMANews.TV
