Globe Telecom marks another milestone in the Philippine telecommunication
industry, providing the first trilingual customer hotline service with the launch of its Visayan
interactive voice response (IVR) system.
Along with the launch of the new hotline system, Visayan-speaking Globe subscribers
can call 730-1000 from the landline or 211 from the Globe or TM mobile number and
basically follow the voice prompts so that they are forwarded to a Visayan-speaking customer
service agent. They are able to then ask about Globe broadband and landline
services or raise issues and demands, while talking in Visayan. The Visayan-
talking customer support representatives (CSR), located in Cebu, is going to be available 24/7
to support calls.
“Once again, we are raising the bar of customer hotline services by putting
in place a system that can fully understand queries and concerns of a specific group
of subscribers,” said Joe Caliro, Head for Customer Experience of Globe. “This is a
milestone not just for Globe but most importantly for our Visayan subscribers because
their concerns will be addressed at the soonest possible time in their own language.”
The hotline services are carried out in collaboration with Aegis People Support and Tech
Mahindra, 2 of the best-in-class call center firms in the global business process
outsourcing (BPO) industry.
The Visayan language is the 2nd most-widely spoken language in the country,
with more than 20 million Filipinos speaking the language in several provinces and cities within the
Visayas and Mindanao.
Additionally, Globe provides more customer support channels additionally
to the existing channels like the Talk2Globe Hotline via 730-1000 (toll-free via
Globe Landline) or 211 (toll-free via Globe/TM mobile), official Talk2Globe accounts
in Facebook and Twitter, and the Talk2Globe e-mail account (firstname.lastname@example.org)
to reach more subscribers and to immediately respond to queries and concerns on its
services readily available for Globe subscribers.
These new Talk2Globe channels include chat functionality available on
the Globe website or via Yahoo! Messenger (by adding the Talk2Globe account-
Talk2GLOBECHAT) that provides real-time feedback from customer service
representatives who are on duty 24/7. Globe subscribers anywhere in the Philippines
can also get assistance by texting HELP to 1234 for free.
Globe also launched *143#, the newest and easiest quick-service menu that
allows subscribers to know more about the latest Globe promos at the touch of a button
for free. Just dial *143# and press the call button on the mobile phone to quickly access
billing and load details, as well as call, text and surfing promos, do GCASH transactions,
download related services, and share prepaid load to Globe and TM users without
having to memorize registration codes and access numbers.
FOR MORE INFORMATION, PLEASE CONTACT:
Head, Corporate Communications
Tel. No. 730 2627
Fax no. 739 3075