Draft:Select VoiceCom (SVC)
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Select VoiceCom (SVC)
[edit]Select VoiceCom (SVC) is a privately held American-Australian business process outsourcing (BPO) company headquartered in Cebu City, Philippines. The firm delivers customer support, technical assistance, back-office processing, telemarketing, and AI-enhanced services to clients across North America, Australia, the United Kingdom, and Asia. As of 2025, Select VoiceCom operates over 1,500 seats across its facilities in Cebu IT Park and Davao City.
History
[edit]Founded in 2008 as Executive Boutique Call Center, Select VoiceCom initially focused on providing outbound lead generation and sales support to small and medium-sized U.S. businesses. In November 2024, the company underwent a rebranding initiative to consolidate its expanded BPO services and global reach under the unified brand Select VoiceCom.[1]
In August 2024, SVC completed a major expansion of its Cebu IT Park headquarters, adding 525 operational seats and employee-focused space, including lounges and recreational areas to improve workforce comfort and capacity.[2] Earlier, in January 2023, the company launched a public recruitment hub in Cebu, enabling direct hiring of up to 400 professionals from local communities.[3]
Services
[edit]Select VoiceCom provides a wide range of outsourcing services organized across five distinct streams, with agents trained and certified for various verticals.
- Contact Center (Inbound & Outbound)
- Inbound: billing inquiries, appointment scheduling, technical troubleshooting, subscription renewals, order assistance, and warranty registration.
- Customer Service: account assistance, complaint handling, retention, loyalty programs, product/service inquiries, and issue resolution.
- Outbound: lead generation, telesales campaigns, market research, surveys, fundraising, and customer win-back programs.[4][5]
2. Telemarketing & Appointment Setting
SVC provides consultative B2B and B2C telemarketing services including lead qualification, product upselling, market research, and campaign follow-up. Agents use CRM-integrated scripts to set appointments and schedule callbacks tailored to client workflows.[6]
3. Back‑Office & Forms Processing
Non-voice support includes:
- Data entry, mining, and claims processing
- Transcription and document indexing
- Insurance and enrollment form handling
- Payroll, HR, legal document processing, and coupon form processing[7]
4. Order Processing & Billing Support SVC supports checkout, shipment tracking, returns, billing inquiries, and 24/7 payment support.[8]
5. AI-Enabled & Technology Solutions
- Agent Assist: Real-time tools providing relevant data, templates, prompts, and guides during calls[5]
- Agentic AI & Virtual Agents: Tier 0/1 support via NLU-powered bots with escalation logic[5]
- Chatbots & Conversational AI: Automated interfaces for FAQs, account info, transactions, and lead capture[5]
- Workflow Automation: Tools like IVRs, predictive dialers, API middleware, CRM workflows[5]
- Analytics Platforms: Dashboards tracking ASA, handle time, transfer rate, call queues, FCR, SLA adherence[5]
All agents are college-educated and typically specialize in industries such as healthcare, finance, telecom, e-commerce, legal, SaaS, or clinical research.[7]
Industries Served
[edit]| Industry Sector | Sample Services Provided |
|---|---|
| Healthcare & Clinical Research | Patient scheduling, claims, and medical support |
| Insurance | Claims intake and processing |
| Retail & E-commerce | Order management, customer care |
| Education | Admissions support, help desk |
| Marketing Services | Campaign support, surveys |
| Financial Services | Banking support, KYC |
| Telecommunications | Customer care, technical support |
| Real Estate | Lead generation, customer care |
| Information Technology | Software support, onboarding |
| Hospitality & Travel | Reservations, guest support |
| Legal (Mass Tort & SSD) | Intake, Q&A, document intake |
| Automotive | Warranty support, lead follow-up |
| Energy & Utilities | Billing support, service inquiries |
| Publishing & Catalog | Subscription handling, order support |
| Media & Communications | Subscriber/stakeholder engagement |
| Consumer Goods & Manufacturing | Product support, returns handling |
| Consumer Electronics | Tech support, product helpdesk |
| Logistics & Supply Chain | Shipment tracking, vendor support |
Corporate Social Responsibility
[edit]Select VoiceCom actively contributes to social, educational, and environmental causes:
- Vaccination Incentive Program (2021): Distributed ₱1.5 million in cash incentives to vaccinated employees, including a ₱300,000 jackpot—a health initiative covered by Cebu Daily News and SunStar Cebu.[9]
- 15th Anniversary Volunteer Commitment (2023): Pledged 150,000 volunteer service hours across 15 communities over 15 months.[2]
- Women for the Earth Mangrove Planting (March 2025): Organized a mangrove restoration event on International Women’s Day in partnership with CCENRO, planting over 2,500 seedlings.[10]
- Education Initiatives: Donated school supplies and IT equipment, participated in Brigada Eskwela, and assisted with school refurbishments.
- Community Health Efforts: Held youth medical and dental missions, including free circumcision drives in partnership with LGUs.
- Housing & Livelihood Support: Partnered with Gawad Kalinga and SOS Children’s Village for community development projects.
Workplace Culture
[edit]SVC has been Great Place To Work® certified in the Philippines for 2023 and 2024 based on employee surveys and culture audits.[7] Programs include:
- Active employee engagement and morale-boosting events
- Monthly themed gatherings, family-inclusive functions, recognition awards
- Career advancement and internal promotion pathways
- Strong work-life balance reviews on Indeed and Glassdoor[11]
Certifications
[edit]- ISO/IEC 27002 – Information security controls
- SOC 2 – Trust service principles
- HIPAA – Healthcare privacy standards
- PCI DSS – Payment Card Industry security standards
Facilities undergo regular external audits for compliance and operational resilience.
Leadership & Locations
[edit]Led by CEO Mark Shapiro and President Trevor Michael, SVC is headquartered at Cebu IT Park with a geo-redundant facility in Davao City supporting 24/7 global operations.
Recognition
[edit]- Ranked #9 globally in Clutch’s Spring 2025 medical billing rankings[12]
- Featured on Outsource Accelerator for rebranding and expansion[1]
- Covered in Philippine media (SunStar, Cebu Daily News) for CSR and workplace programs
References
[edit]- ^ a b "EB Call Center merges with Select VoiceCom".
- ^ a b "Select VoiceCom Unveils New Office Expansion at Cebu IT Park | Select VoiceCom". selectvoicecom.com. Retrieved 2025-06-24.
- ^ rruaya (2023-01-12). "SVC launches Cebu recruitment hub for job-seeking professionals". Cebu Daily News. Retrieved 2025-06-24.
- ^ "Our Services | Select VoiceCom". selectvoicecom.com. Retrieved 2025-06-24.
- ^ a b c d e f "The Role of Agent Assist in Modern Call Centers". selectvoicecom.com. Retrieved 2025-06-24.
- ^ "Appointment Setting Services Philippines | Select VoiceCom". selectvoicecom.com. Retrieved 2025-06-24.
- ^ a b c "Select Voicecom". Outsource Accelerator. Retrieved 2025-06-24.
- ^ "Order Processing Services in the Philippines | Select VoiceCom". selectvoicecom.com. Retrieved 2025-06-24.
- ^ msalomon (2021-09-28). "SVC PH offers 1.5M worth of cash incentives for vaccinated employees". Cebu Daily News. Retrieved 2025-06-24.
- ^ "SVC Marks International Women's Day with a Mangrove Planting Initiative for Sustainability | Select VoiceCom". selectvoicecom.com. Retrieved 2025-06-24.
- ^ "Working at Select VoiceCom". Glassdoor. Retrieved 2025-06-24.
- ^ "Top Medical Billing Services - Jun 2025 Rankings". Clutch.co. Retrieved 2025-06-24.
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