The Department of Tourism on Monday launched the first centralized and multi-platform Tourist Assistance Call Center at DOT central office in Makati City.
DOT secretary Christina Garcia Frasco said the Tourist Assistance Call Center would serve as the hotline and one-stop shop for local and foreign tourists, providing tourism and travel-related information and extend assistance if any to untoward incidents that may occur during the tourist visit.
“This is a first for the Department of Tourism where we have consolidated the modes of assistance that can be given to tourists from the national government agencies and regional offices that will then coordinate with our local government units,” Frasco said during the launch.
“One of the strategic approaches of the National Tourism Development Plan approved by President Ferdinand Marcos Jr. is on the aspect of convenience. The convenience of travelers must be the central focus of our efforts and programs,” she said.
She said the goal is not just to lure more tourists but to also gain repeat customers.
The newest tourism innovation is in line with the Marcos administration’s thrust to revitalize the tourism industry as an engine for economic growth and fulfill one of the objectives of the National Tourism Development Plan (NTDP) 2023 to 2028 to enhance the overall tourist experience in the Philippines.
Frasco noted the importance of the project, as the first professional nationwide online and telecommunication assistance center established by the DOT.
The call facility will by manned by eight agents fluent in English and Filipino languages who will be working on shifts as well as two quality assurance team members and two trainers.
Frasco mentioned plans to expand and add foreign language experts to better assist foreign visitors in the their queries and concerns.
The center will also cater to tourists from different time zones and will be open 24/7 even on public holidays to ensure steady stream of services.
Call center agents were trained to respond to general tourism inquiries, even those concerning the local level, DOT accreditation guidance, travel assistance, complaint resolution and emergency assistance, among others.
All transactions are recorded in a customer relationship management (CRM) with a ticketing system. General Inquiries are resolved within the call or chat. If the concern is for escalation, this is endorsed to the respective DOT regional office (RO), local government unit (LGU), attached agency, or national government agency (NGA) via email.
”Tourism is one of the strongest pillars of our economy. [We want] to ensure that we continue to provide innovative services to the industry that correspond to the demands of our customers and clients. We foresee that by providing this tourist assistance call center, this will increase the tourism experience. This will also assist in providing further livelihood and employment opportunities for those in the tourism value chain,” Frasco said.
