BOC launches ‘improved’ customer assistance system

Personnel of the Bureau of Customs – Port of Ninoy Aquino International Airport inspect the P15-million worth of intercepted luxury bags, shoes, wallets, and earrings shipped from Italy and misdeclared as other products. (Photo from BOC)

MANILA, Philippines — The Bureau of Customs (BOC) launched on Friday an “improved” version of its customer assistance service for a “more seamless and customer-centric system” that will address port stakeholders’ concerns and complaints.

The BOC launched the improved Customer Assistance and Response Service (Cares) in an online event.

BOC Cares is the bureau’s first customer service and assistance center created in 2016 through Customs Memorandum Order No. 10-2016. Through this system, the BOC has been handling requests for assistance and information as well as complaints through call, email, social media, customer care portal system, and its official website.

However, since its creation in 2016, the BOC said the communication committee under its Multi-Sectoral Governing Council noted the need to improve the system’s call management features.

“In a study conducted, it was identified that the current BOC Cares call management system lacks important features such as call waiting options, measurement of calls and review of the quality of calls handled,” the bureau said in a video presentation during the launching.

“As such, target improvements include queuing of all inbound and outbound calls, recordation functions for call review or verification, and quality assurance. A telephone system or PABX (private automatic branch exchange) is also being considered for improved call management,” it added.

According to BOC, its Cares system has received a total of 19,009 calls from January 2020 to January 2021 alone.

It noted that “an enhanced call management system will address the voluminous concerns and follow-ups from package senders and recipients, thus reducing complaints on parcel importation.”

“This will also streamline the processing of concerns and follow-ups from various BOC stakeholders through an integrated customer management system,” the BOC added.

In line with this goal, the BOC has partnered with Filipino-owned Digital Minds BPO (Business Process Outsourcing) Services located in Naga City “to ensure better transparency and greater efficiency in the facilitation of customs service management.”

“Through the partnership of Digital Minds BPO Services and the BOC, a more seamless and customer-centric system shall be achieved which will further advance the goal of the BOC to be a customs organization that is truly among the world’s best,” the BOC said.

According to the BOC’s website, the BOC Cares can be accessed through the following channels:

Hotline: (02) 8705-6000
Email: [email protected]
Twitter: @CustomsPH
Facebook: Bureau of Customs PH

/MUF