Local BPO carves a niche with more personal, uniquely Filipino approach

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Metro Manila (CNN Philippines) — As the business process outsourcing (BPO) industry continues to boom in the Philippines, many global players have established a strong presence in the country.

Despite the increasingly competitive BPO space, one Filipino company is steadily carving its own niche.

Process Synergy Inc. (PROSYNC), the BPO company of conglomerate San Miguel Corporation, has been growing its clientele by delivering services with a uniquely Filipino touch.

"Various international BPOs train their teams to follow Western culture and practices. At times, it can be challenging because culturally, Filipinos have a different way of approaching customers or resolving problems," said Zandra Aceron, PROSYNC SMG Contact Center Program Manager.

Aceron explains that Filipinos tend to have a more personable and familial way of servicing clients.

"At PROSYNC, we embrace the culture of malasakit [concern]. We incorporate that sense of affinity, familiarity, and loyalty to our services. We make sure that we delight our clients by exceeding their expectations through the services that we provide," she added.

Malasakit is a value that has long been ingrained in San Miguel culture. This same culture is very much present at PROSYNC, which was established as the San Miguel Group’s contact center in 2006, handling customer inquiries for various SMC businesses.

"PROSYNC takes pride in being part of the San Miguel Family. We treat all clients as our own. We are not just a service provider, but a reliable and trusted business partner. In addition, we are also backed up by SMITS, the IT Company of San Miguel; this means we have access to technology solutions that will enhance the delivery of our services," Aceron said.

Over the past eight years, San Miguel has been diversifying to industries that are key to the country’s development. Similarly, PROSYNC has endeavored to grow its business, transforming into a full-fledged BPO company and expanding its clientele and services.

With years of experience servicing various San Miguel businesses, PROSYNC now counts among its external clients one of the world’s best low-cost airlines, a leading HMO company in the Philippines and one of the best hospitals in the country.

At present, PROSYNC has over 700 team members across three delivery centers in Ortigas, Eastwood and Iloilo. It’s looking to expand further and grow its client base.

PROSYNC offers Customer Service, Finance and Accounting, end-to-end Sales Order Management, Procurement Support Services, Loyalty Card Operations, Human Resources, Payroll, Training and Quality Management, and Workforce Management. The company also has the capability to tailor-fit solutions to address a client’s specific needs.

"At PROSYNC, we strive to make our clients’ business better," Aceron said.