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The Bureau of Customs (BOC) has tapped Naga-based Digital Minds BPO Services to enhance the agency’s call center services
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BOC identified some key customer assistance areas that need improvement, such as call management, call monitoring, call storage, and interactive voice response systems
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Customs commissioner Rey Leonardo Guerrero said tapping a third-party call center will improve the agency’s public service
The Bureau of Customs (BOC) has tapped Naga-based Digital Minds BPO Services, Inc. to enhance the agency’s call center services.
This came after BOC identified some key areas in its present customer assistance set-up in need of improvement, such as call management, call monitoring, call storage, and interactive voice response systems.
BOC noted that it is the first local government agency that Digital Minds, which caters to business process outsourcing for the United States and Australia, will provide services for.
Customs commissioner Rey Leonardo Guerrero said tapping a third-party call center is a move aimed to improve BOC’s public service.
BOC said the enhancement of its call center capabilities “underscores its drive to reform, transform and perform.”
READ: BOC forms public assistance unit
The agency in May 2016 launched its BOC Customer Assistance and Response Services, its call center-type customer service and assistance center that handles inquiries and concerns from stakeholders and the general public.
READ: BOC’s first one-stop shop for centralized document processing launched
In 2020, BOC also started establishing Customs Care Centers at its collection districts to serve as one-stop shop facilities for customs-related transactions.
