Affinion operates 1st call center in PH

Affinion, a global leader in loyalty and customer engagement based in the USA, has started operating its 200-seat call center in Bonifacio Global City, its first facility in the Philippines and Asia Pacific.

Aside from the skill of the local human resource, the lower operating cost in the Philippines was a big come-on for locating in the country, according to Nono Felipe, Philippine country manager of Affinion International.

“Our global management team likes the specific skills set of Filipinos in relation to the contact center and shared services industry. They have worked for different business process outsourcing companies in the country and they love the experience,” he explained.

In fact, the company’s service delivery team has been in the country since 2003.

Indeed, the Philippines offers a high level of expertise and talent in the service delivery and contact center arena, said Affinion Group Senior Vice President Richard Pitrolo.

“We provide end-to-end loyalty solutions that help clients reward, motivate and retain customers,” he explained.

“We are also a solutions provider that delivers a flexible mix of benefits and service that meet customers’ needs relating to greater peace-of-mind and meaningful savings for everyday purchases.”

From 8 employees when Affinion International started operations in April, this year, the facility has expanded its workforce to 210 todate, a span of two and a half months.

Overall, it has 1,600 agents in the Philippines, accounting for 15 percent of its total agents.

The Affinion Group, based in Stamford, Connecticut, employs 3,200 people, catering to 5,600 clients and marketing partners worldwide.

Last year, the group hauled in $1.2 billion revenues in its 28 call centers operating in over 20 countries.

Affinion enhances the value of its partners’ customer relationships by developing and marketing loyalty solutions, its three core businesses being Global Loyalty, Global Customer Engagement and Insurance Solutions.

Specifically, it provides programs in subscription-based lifestyle services, personal protection, insurance and other areas to help generate increased customer loyalty and significant incremental revenue for many of the largest companies in financial services, retail, travel and Internet commerce.

Source: http://goo.gl/kJcuNC