Global information provider Thomson Reuters strengthens its Manila operations with the opening of a 24/7 customer service center in a bid to establish the Philippines as one of its global operations epicenters.

The 500-seat customer support center, the company said, will serve as their primary English language center, serving all English-speaking customers of Thomson Reuters worldwide.  The company said it is building up the Manila site to be able to strategically direct its global operations.

“In fact, our global head for customer services operations, who coordinates all other customer support centers around the world, is based in Manila,” said Thomas Frossell, global head of customer service, Thomson Reuters Markets.

Top executives from the company said they have handpicked Manila to be one of the several global epicenters for its “excellent geographical and cultural fit” with most of the firm’s markets, which include investment bankers, managers, brokers and analysts all over the world.

“Our employees from Manila really understand all of our customers’ cultures, and are able to operate in a global perspective,” Frossell said.

Frossell added that they are aggressively hiring competent individuals to fill in their seats, and have, in fact, 80 employees taking support calls from all over the world.  “We are looking for experienced workers who enjoy a challenging environment,” he said, adding that their employees undergo an intensive training to build their skills sets in handling complex conversations with customers.

The firm also emphasized the continued expansion of services the Manila site is currently catering to.  “We have already started training 50 individuals for our legal management services,” said Raoul Teh, site operations manager for the Philippines, Thomson Reuters.

Teh added that they are hoping to complete the Manila site expansion in two years’ time, by which period most of its services would have been integrated in its Taguig site.  The Manila site, the company said, is just one of several customer support centers they have set up in countries such as Switzerland, India and Sydney.

By John Mark V. Tuazon

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