The Bureau of Customs (BOC), through its Customer Assistance and Response Services (CARES) under the Public Information and Assistance Division (PIAD), celebrates the first anniversary of its partnership with Digital Minds Incorporated (DMI), a third party agency that provides Business Process Outsourcing (BPO) services to cater to BOC stakeholders in resolving their concerns and complaints.
With the BOC’s goal of providing quality customer support and services to all its stakeholders, the PIAD, alongside the BOC Communication Committee of the Multi-Sector Governance Council (MSGC), BOC Management Information Systems and Technology Group, and the Office for Strategy Management – Planning and Policy Research Division, launched the BOC Call Center Hotline last 07 May 2021 through its partnership with the DMI.
The said collaboration greatly benefitted the Bureau as the agency achieved increased efficiency in serving a larger number of customers through the implementation of enhanced call management, monitoring, and data storage systems and processes.
“Right now we see the improvements, calls abandoned got lessened and complaint resolutions and complaint handling also tremendously improved. I believe that this is just starting and this is something that will continue to be developed.” Expressed by the head of PIAD, Director MGen. Bienvenido R. Datuin Jr., during the event.
“What is happening in the BOC Call Center Services is a significant contribution in attaining a world-class customs organization. The call center is something we can be world-class in and we are not far from it.” added by Mr. Nathan Kinsella of the MSGC.
The BOC Call Center Hotline may be reached from Mondays to Fridays from 7 A.M. to 7 P.M. at telephone number 8705-6000. Aside from this, stakeholders may also reach the BOC through the following online platforms:
BOC Customer Care Portal: https://client.customs.gov.ph/
Instagram: @customs.ph
Facebook: @BureauOfCustomsPH
Twitter: @CustomsPH
E-Mail: boc.cares@customs.gov.ph
Under the leadership of Commissioner Rey Leonardo B. Guerrero, the BOC is committed to delivering government services with excellence for better customer satisfaction and experience for all its stakeholders.
