The evolution of telemarketing and Customer Relationship Management (CRM) globally has led to the emergence of call centers in the Philippines, offering lots of job opportunities for Filipinos. The call center industry has transformed customer or client management, and career orientation and lifestyle for the young workforce.
One of the leading Philippine-based providers of call center services and business process outsourcing solutions to foreign-based clients is Ambergris Solutions. Ambergris Solutions caters to clients based in the U.S. and Canada specializing in utilities, IT, travel and hospitality, telecommunications and financial services.
Ambergris is partly owned by TICS Pte. Ltd. – a joint venture between TELUS Corporation (www.telus.com), the largest telecommunications company in Western Canada and the second largest in the country with multi-billion dollars in annual revenues, and Singapore Computer Systems (www.scs.com.sg), a highly respected regional IT services provider. Ambergris also has as its partner the global CRM and marketing services giant, Harte-Hanks, Inc. Harte-Hanks, Inc. is a multi-billion revenue international direct and interactive marketing services company with principal location in Texas. Ambergris clientele includes some of the world’s top corporations, including members of the Fortune 100 clients.
Ambergris’ ability to revolutionize the way companies interact with customers is more than just having an offshore address. Ambergris has invested heavily in its facilities, its network, its technology platform, and its processes. It has hotel-like facilities, innovative processes, best-in-class technology solutions, strong financial backing, a fully fiber-optical network, and a dynamic, empowering work culture. Ambergris’ flagship contact center is located in Discovery Center in the heart of Ortigas Center’s business district. It occupies 4 floors of the building with a modern design that has been profiled in several architectural reviews. It has ergonomic work areas, lavishly appointed lounge and break areas, state-of-the-art training rooms with full audio-video capabilities, meeting and conference rooms, climate-controlled and raised floor data center, uninterruptible power supply and military-grade security. Ambergris also has 2 other call center sites located in the Raffles Corporate Center and Market! Market! Complex.
Ambergris considers people as their most valuable asset. Maintaining employee satisfaction is one of the primary goals and takes up a significant part of their performance indicators. Surveys, focus group discussions and “coffee talks” with the CEO and other members of Senior Management are regularly conducted. Furthermore, the company has a strong career development and mentorship program and continuously provides training courses, giving the employees great opportunities to advance and grow.
Ambergris also recognizes the value of having fun and provides such avenues for the organization, where people can express themselves and interact with teammates.
One of the biggest fun activities that the company conducted was the company-wide search for the “Ambergris Idol” where the winner had the opportunity to become a rock star, a lead singer for one of the Philippines’ leading rock bands. This was done at the Araneta Coliseum where 3,000 people gathered. The event also drew interest from the media and was covered by MTV.
Such dynamism in the organization starts with the leadership under the CEO, Javier Infante, a co-founder of Ambergris. Infante is a graduate of the Ateneo de Manila University and the Massachusetts Institute of Technology. He served as the Chief Finance Officer of Ambergris prior to his CEO post. Before joining Ambergris, Infante worked in The Boston Consulting Group’s Singapore practice and for American IT giant Alltel Information Services. Infante is leading Ambergris to a new era of growth and expansion. At this stage, Ambergris is already one of the region’s fastest growing companies.
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