In the first quarter of 2004, the Philippine Long Distance Telephone Co. (PLDT) will start operating its third call centre facility. But unlike its other customer care sites, this facility will serve customers in yet another continent — Europe.

PLDT entered the call centre business in the second half of 2002. To date, the telecommunication giant operates two call centres: Parlance and Vocativ. Parlance houses 520 seats which correspond to about 750 agents, while Vocativ employs some 1,000 customer service representatives. Both are servicing the customer care and tele-sales requirements of companies based in North America.

To service the customer care requirements of a United Kingdom-based financial firm, the third call centre facility located in Para



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