Draft:Select VoiceCom (SVC)

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.

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.{{Cite web |title=EB Call Center merges with Select VoiceCom |url=https://news.outsourceaccelerator.com/eb-call-center-merges-select-voicecom/}}

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.{{Cite web |title=Select VoiceCom Unveils New Office Expansion at Cebu IT Park {{!}} Select VoiceCom |url=https://selectvoicecom.com/company-news/svc-celebrates-the-expansion-of-its-office-space-at-cebu-it-park |access-date=2025-06-24 |website=selectvoicecom.com |language=en}} Earlier, in January 2023, the company launched a public recruitment hub in Cebu, enabling direct hiring of up to 400 professionals from local communities.{{Cite web |last=rruaya |date=2023-01-12 |title=SVC launches Cebu recruitment hub for job-seeking professionals |url=https://cebudailynews.inquirer.net/484340/svc-launches-cebu-recruitment-hub-for-job-seeking-professionals |access-date=2025-06-24 |website=Cebu Daily News |language=en}}

Select VoiceCom provides a wide range of outsourcing services organized across five distinct streams, with agents trained and certified for various verticals.

1. 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.{{Cite web |title=Our Services {{!}} Select VoiceCom |url=https://selectvoicecom.com/our-services |access-date=2025-06-24 |website=selectvoicecom.com |language=en}}{{Cite web |title=The Role of Agent Assist in Modern Call Centers |url=https://selectvoicecom.com/content-articles/role-of-agent-assist-in-modern-call-centers |access-date=2025-06-24 |website=selectvoicecom.com |language=en}}

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.{{Cite web |title=Appointment Setting Services Philippines {{!}} Select VoiceCom |url=https://selectvoicecom.com/our-services/appointment-setting |access-date=2025-06-24 |website=selectvoicecom.com |language=en}}

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{{Cite web |title=Select Voicecom |url=https://www.outsourceaccelerator.com/company/select-voicecom/ |access-date=2025-06-24 |website=Outsource Accelerator |language=en-US}}

4. Order Processing & Billing Support SVC supports checkout, shipment tracking, returns, billing inquiries, and 24/7 payment support.{{Cite web |title=Order Processing Services in the Philippines {{!}} Select VoiceCom |url=https://selectvoicecom.com/our-services/order-processing-services |access-date=2025-06-24 |website=selectvoicecom.com |language=en}}

5. AI-Enabled & Technology Solutions

• Agent Assist: Real-time tools providing relevant data, templates, prompts, and guides during calls
• Agentic AI & Virtual Agents: Tier 0/1 support via NLU-powered bots with escalation logic
• Chatbots & Conversational AI: Automated interfaces for FAQs, account info, transactions, and lead capture
• Workflow Automation: Tools like IVRs, predictive dialers, API middleware, CRM workflows
• Analytics Platforms: Dashboards tracking ASA, handle time, transfer rate, call queues, FCR, SLA adherence

All agents are college-educated and typically specialize in industries such as healthcare, finance, telecom, e-commerce, legal, SaaS, or clinical research.

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.{{Cite web |last=msalomon |date=2021-09-28 |title=SVC PH offers 1.5M worth of cash incentives for vaccinated employees |url=https://cebudailynews.inquirer.net/402980/svc-ph-offers-1-5m-worth-of-cash-incentives-for-vaccinated-employees |access-date=2025-06-24 |website=Cebu Daily News |language=en}}
• 15th Anniversary Volunteer Commitment (2023): Pledged 150,000 volunteer service hours across 15 communities over 15 months.
• 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.{{Cite web |title=SVC Marks International Women's Day with a Mangrove Planting Initiative for Sustainability {{!}} Select VoiceCom |url=https://selectvoicecom.com/corporate-social-responsibility/mangroveplanting2025 |access-date=2025-06-24 |website=selectvoicecom.com |language=en}}
• 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.

SVC has been Great Place To Work® certified in the Philippines for 2023 and 2024 based on employee surveys and culture audits. 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{{Cite web |title=Working at Select VoiceCom |url=https://www.glassdoor.com/Overview/Working-at-Select-VoiceCom-EI_IE4873837.11,26.htm |access-date=2025-06-24 |website=Glassdoor |language=en}}

• 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.

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.

• Ranked #9 globally in Clutch’s Spring 2025 medical billing rankings{{Cite web |title=Top Medical Billing Services - Jun 2025 Rankings |url=https://clutch.co/bpo/medical-billing |access-date=2025-06-24 |website=Clutch.co |language=en}}
• Featured on Outsource Accelerator for rebranding and expansion
• Covered in Philippine media (SunStar, Cebu Daily News) for CSR and workplace programs

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