BOC has partnered with Digital Minds BPO Services, a business process outsourcing company located in Naga City to handle their customer service. They will be taking on the responsibility of handling all customer service queries in addition to BOC’s own operations. The partnership was announced during the launching and Inauguration of the BOC- CARES Call Center held at the BOC-OCOM Conference Room in Manila last May 7, 2021.
According to BOC, its Cares system has received a total of 19,009 calls from January 2020 to January 2021 alone.
It noted that “an enhanced call management system will address the voluminous concerns and follow-ups from package senders and recipients, thus reducing complaints on parcel importation.”
“This will also streamline the processing of concerns and follow-ups from various BOC stakeholders through an integrated customer management system,” the BOC added.
“Through the partnership of Digital Minds BPO Services and the BOC, a more seamless and customer-centric system shall be achieved which will further advance the goal of the BOC to be a customs organization that is truly among the world’s best,” the BOC said.
The Bureau of Customs (abbreviated BoC or BOC; Filipino: Kawanihan ng Adwana) is a Philippine government agency under the Department of Finance. They Supervise and control all import and export cargoes, landed or stored in piers, airports, terminal facilities, including container yards and freight stations, for the protection of government revenue. Exercise exclusive original jurisdiction over seizure and forfeiture cases under the tariff and customs laws. For more information, please visit https://customs.gov.ph/.
BOC CARES is short for BOC Customer Assistance and Response Service. It is the bureau’s first customer service and assistance center created in 2016 through Customs Memorandum Order No. 10-2016. Through this system, the BOC has been handling requests for assistance and information as well as complaints through call, email, social media, customer care portal system, and its official website.
Digital Minds BPO is a provider of outsourced customer service solutions specializing in contact center services and managed mobility solutions. It also has an operations and maintenance solution for the local and international market.
The partnership will allow BOC to have a managed service provider which will ensure better customer experience and responsiveness. Digital Minds’ management team will also work closely with BOC’s team to optimize the company’s customer support process.
“We are excited to be working with BOC, a government agency that is leading the way in the modernization of customer service to the Filipino people. I am proud to serve my countrymen and it is an honor to be able to help them in any way.” said Charvel Rebagay, President and CEO of Digital Minds BPO.