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Philippine Airlines Taps ePLDT Ventus To Handle Call-Center Services

Manila, Philippines - April 27, 2010 - Philippine Airlines (PAL) has appointed ePLDT Ventus, one of the business process outsourcing companies in the country, to handle all its contact center service requirements.

PAL president Jaime J. Bautista and ePLDT Ventus president Maulik Parekh jointly signed last week an agreement formalizing the partnership – a key feature of which is a commitment from ePLDT Ventus to extend job offers to all affected employees of PAL’s reservations sales units in Manila and Cebu, and Mabuhay Miles Center, which will be phased out on June 1, 2010.

"PAL’s decision to fully outsource its contact center to a proven and reliable partner like ePLDT Ventus will greatly enhance its operational efficiency and productivity in the face of stiffer challenges in the market," said Bautista.

"ePLDT Ventus, with its recognized expertise, latest technology and highly competent workforce, is best positioned to address PAL’s pressing and future requirements for contact center services," said Parekh.

The agreement calls for ePLDT Ventus to provide a dedicated team of call-center agents on a 24-hours-a-day, seven-days-a-week basis to service the broad range of PAL’s requirements, which cover the following functions:

  • Reservations and ticketing, including schedule and fare inquiries, flight booking, change or cancellation of booking, issuance of tickets, and advance seat reservation;
  • General inquiries, including flight arrival and departure information, inquiries about routes and destinations, documentation requirements, and journey-related information;
  • Tour bookings, including inquiries and booking of the Swingaround and PALakbayan tour products;
  • Mabuhay Miles services, including program information and member benefits, membership inquiries, profile updates, account status, award flight booking and ticketing;
  • Disruption handling, including notification of passengers in cases of flight schedule change;
  • Fulfillment, including back-office services; and
  • Special services, including coordination of group bookings, arrangement of special passenger handling (medical cases, special meal requests, etc.), and email handling.

Affected staff of PAL’s reservations sales and Mabuhay Miles Center will be given first priority in filling the approximately 600 agent positions at ePLDT Ventus.

ePLDT Ventus is a wholly owned subsidiary of the Philippine Long Distance Telephone Company (PLDT), the telecommunications provider in the Philippines. In July 2006, ePLDT Ventus acquired SPi, a BPO provider with 29 locations across North America, Europe, and Asia, and over 14,000 employees worldwide.

- Philippine Airlines

Posted by: Veronica Silva Cusi, News Correspondent

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