iQor expands in Philippines with new call centre

Details: Category: Service Management; 15 July 2008; 11055 views

At a meeting in New York with Philippines President Gloria Arroyo, iQor President and CEO Vikas Kapoor announced the opening of iQor's third call centre in the Philippines, in this case creating 700 new jobs...

iQor plans to hire 300 new employees at its new centre of excellence within the Clark Special Economic Zone before the end of the year and will add the remaining new hires by the end of 1Q09. This growth will bring total jobs created by iQor in the Philippines to 2,500 since opening its first call centre in Manila in 2005.

The Philippines plays a major role in iQor's strategic expansion. The new call centre is iQor's second within the Clark Special Economic Zone. The first Clark Center opened in August 2006 with 50 employees. After only two years, iQor reached full capacity at the facility and has now opened the new state-of-the-art 32,000 ft2 centre to meet growing client demands.

"When we were among the first call centre companies to establish a presence in the Philippines we knew it was one of the most critical investments we could make to compete in the global market," said Vikas Kapoor, President and CEO, iQor. "Everything we believed about the Philippines has proved true: it has the lowest unit costs, the highest quality and the lowest attrition rates of any of our centres in the world. We now service many of America's blue-chip brands from the Philippines. More than any country, it is well placed not only to compete, but to dominate in the sector."

"Thanks to the vision of President Arroyo and her determination to create a business-friendly environment, we have made the Philippines our number one overseas destination," continued Mr Kapoor. "As a result, the Philippines is well on its way to supplanting India as the location of choice for call centre and BPO activity."

iQor's commitment to its global corporate vision of excellence also includes a US$50 million technology investment strategy that has resulted in a higher customer satisfaction rate. Clark is one of 20 iQor locations worldwide that encompasses the first and largest all-digital, Voice-over-Internet Protocol (VoIP) deployments in the call centre industry.

iQor's Clark Centre of Excellence will handle recovery and retention services for mid-tier to Fortune 100 companies. With this new expansion, iQor now has more than 8,000 employees worldwide. In August 2007, the company changed its name from IRMC to iQor Inc in order to establish a global brand and reinforce its leadership within the call centre services industry.

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