Third-party verification refers to a service outsourced by outbound telemarketing companies to validate customer sales completed over the phone.
Since it started in 2001, Teleserv has focused on providing call center services for government agencies Department of Foreign Affairs (DFA) and National Statistics Office (NSO) for public services such as passport renewal and procurement of legal documents.
Last year, the company snagged a third-party verification (or TPV) outsourcing deal with a US-based telemarketing firm, also its first foreign client. This year, the company will focus on growing its TPV business by adding more clients, said Raffy David, marketing director for Pilipinas Teleserv.
According to David, telemarketing companies in the US are required by law to use a TPV services when selling products and services over the phone. "Every telemarketing service wherein payment is made through a credit card or integrated in the (phone) billing statement requires an independent TPV provider," he said in an interview.
Like other Philippine-based operators, Teleserv will focus on the US market, where, according to David, demand for TPV services is huge. 'I haven't come across Indian companies that rely heavily on using TPV,' he added, noting that TPV as a service is relatively new for Philippine-based call center operators.
TPV is also meant to complement Teleserv's current business. Located in the city of Manila, the company operates a 200-seat facility, employing around 320 agents working in three eight-hour shifts. 'Our current services for DFA and NSO take up mainly our dayshifts, so TPV takes up our excess capacity at night,' David said.