Contact Center

ValueLabs specializes in offering 24x7x365 Contact Center Services to its clients across different business lines. Our services include L1, L2 and L3 support through voice, chat and email in multiple languages.

Our Contact Center is based out of Cebu, Philippines. Cebu has over 1 million Contact Center agents, and this figure is expected to reach 1.3 million by the next financial year. The city also boasts of the lowest attrition in the whole of Philippines.  All the companies in the Philippines comply with US, UK and Australian standards. They also comply with the World Trade Organization’s Trade-Related Aspects of Intellectual Property Rights agreement for systems, procedures, and registration of IP claims.

Our facility spans across 50,000 square feet of space, and can seat 300 people in a prime locality that is close to malls and other social infrastructure, necessary for Contact Center employees. The facility is certified by PEZA (Philippine Economic Zone Authority). Additionally, we have best-in-class infrastructure and software at the Contact Center. For instance, we use inContact which provides the following features to our clients:

  • Cloud Contact Center platform
  • Automatic call distribution
  • Interactive voice response
  • CRM integrations
  • On-the-go supervisor
  • Network connectivity
  • Reporting and analytics

We have multiple Internet links from different tier 1 service providers for uninterrupted Internet access, a 24×7 network operations team to handle any and every network issue, an Avaya communication manager to administer end points and route calls through Primary Rate Interface (PRI), an internal ticketing system and pre-defined SLAs to work and resolve issues.

Additionally, we offer ‘payment upon satisfaction’ service for our clients to get a feel of the services we provide at the Contact Center.

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