ibex wins Top Overall Contact Center Partner Award from Philippine Airlines for 2024

ibex, a leading global provider of business process outsourcing (BPO) and AI-powered customer engagement technology solutions, has proudly announced that Philippine Airlines (PAL), the Philippines’ flag carrier and only full-service network airline, has awarded ibex its prestigious Top Overall Contact Center Partner Award for 2024. This honor underscores ibex’s dedication to delivering unparalleled customer service and highlights its exceptional customer experience (CX) performance.

Mac Munsayac, Head of Customer Experience at Philippine Airlines, expressed that the partnership with ibex is founded on a shared commitment to customer obsession. “By putting our people first, we ensure they’re empowered to put our customers at the heart of everything we do. That’s how we achieved PAL Customer Support’s 2024 scores of 95% CSAT and +74 NPS for voice, and 92% CSAT with +78 NPS for non-voice—best-in-class results that showcase the dedication of our frontliners and partners.”

Despite being PAL’s newest CX partner, ibex excelled and raised the bar, achieving the highest scorecard results among its global BPO partners. This accomplishment highlights ibex’s ability to deliver top-tier CX performance through its combination of skilled talent, world-class training, and cutting-edge technology.

Potski Alvarez, President of ibex Philippines, commented on the honor: “This is a tremendous honor, and we are so proud to work with the premier airline in the Philippines. This award is a clear validation of ibex’s ability to deliver the best CX through our unique combination of amazing talent, world-class training and development, and industry-leading technology. Together, we are resetting the gold standard for PAL’s customers and helping deliver on PAL’s promise of gracious Filipino care that comes from the heart—one experience at a time.”

As part of its ongoing expansion efforts, ibex operates nine CX service centers across the Philippines, including locations in Quezon City, Mandaluyong, Pasig City, Parañaque, Muntinlupa, Davao City, and Tagbilaran City. The company recently celebrated the grand opening of its second site in Davao at Felcris Centrale and continues to explore new expansion opportunities in the Philippines.

One of the standout features of ibex is its Wave iX solution suite, which leverages AI to assist agents in delivering hyper-personalized customer interactions that drive enhanced outcomes and profitability. This solution plays a pivotal role in providing seamless, efficient service that exceeds customer expectations.

Additionally, ibex is renowned for its award-winning culture and exceptional employee experience. The company hosts a variety of employee engagement events throughout the year, including VIP events, ibex Idol global talent competition, ibex Sirens beauty pageant, celebrating LGBTQIA+ employees, and Customer Service Week. These initiatives highlight ibex’s commitment to fostering a supportive and inclusive environment for its employees.

Recognized globally for its agent-first culture, ibex was recently named one of the Philippines’ Best Employers 2024 by the Philippine Daily Inquirer and won the 2023 Philippines Best Employer Brand Award at the Philippines Leadership Congress and Awards.

Potski Alvarez further added, “At ibex, we know that a better employee experience translates to a better customer experience. We are focused on helping our agents succeed and advance their careers by creating the best workplace, training, tools, rewards, recognition, and opportunities.”

With its highly competitive compensation, industry-leading benefits, and top-tier training and development programs, ibex is set to continue its success in both customer service and employee satisfaction.