Executive Boutique

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From the blog

What Is PCI DSS and Why Is It Important?

Any business that handles credit card transactions needs to be aware of the requirements of the Payment Card Industry Data Security Standard (PCI DSS). This is a suite of security standards that is intended to ensure a secure environment for credit card information. These protocols are wide-ranging, affecting countless businesses. Here’s what you need to know about PCI DSS.

What exactly is PCI DSS?

The PCI DSS requirements were developed by the Payment Card Industry (PCI) Security Standards Council. Every organization, including nonprofit entities, which accept payment cards must adhere to these standards. This includes debit and credit card transactions. It also includes any organization that indirectly manages these transactions through a third party.

What happens if my business is not PCI DSS compliant?

Non-compliant organizations are subject to fines and other penalties. The PCI Security Standards Council is backed by the five major credit card companies—American Express, Discover, MasterCard, Visa, and JCB (Japan Credit Bureau). These payment card companies, through the PCI Security Standards Council, are behind the potential penalties for non-compliant organizations.

Fines are imposed only rarely, but they can be substantial. They can range from $5,000 to $100,000 per month per violation. It’s more common for a non-compliant merchant to first receive a warning letter and guidance on the violation that requires correction. Subsequent violations may result in the cessation of payment card processing, either temporarily or permanently.

What are the requirements of PCI DSS?

There are 12 main requirements of PCI DSS. They cover the following areas:

  • The use of a firewall configuration
  • The use of custom, non-vendor-supplied default passwords and other security parameters
  • The protection of stored cardholder data
  • The encryption of data transmitted over open, public networks
  • The use and regular updating of antivirus software
  • Secure systems and applications
  • Restricted access to cardholder data
  • A unique ID for each person with computer access
  • Restriction of physical access to cardholder data
  • The tracking and monitoring of access to cardholder data
  • Testing of security systems and processes
  • Policy regarding information security

What if I use a third-party vendor like a call center?

Since call center operatives may manage credit card transactions, it’s crucial that you outsource your calls to a call center that is 100% compliant with the PCI DSS requirements. It may not be enough to simply know that the call center is compliant. It’s in your business’ and your customers’ best interests to choose a call center that has been verified compliant with the PCI Compliance Certification. This certification guarantees that the call center uses acceptable technology to protect credit card information during transactions.

Looking for a 100% compliant and certified call center? Executive Boutique is proud to maintain our PCI Compliance Certification because the safety and security of your customers is our top priority. When you choose our call center in the Philippines, your customers can safely enter their sensitive data directly into our secure service, bypassing the need for our call center agents to handle that data. In the event an agent does need to handle sensitive data, we use “pause and resume” technology that prevents credit card info from being recorded. We also use PCI DSS-compliant storage with encryption for all sensitive data. Get in touch with us today to find out how Executive Boutique can assist your company.

Additional resources on PCI DSS

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Outbound Call Center Services: We Make Calls For You

The success of your company is largely dependent upon its competitive edge. No matter how innovative your business model is, your company must still compete against countless other businesses in the same industry. And if you’re like many entrepreneurs, you simply don’t have the resources to maintain an in-house call center to generate leads and turn prospects into sales. By partnering with an outbound call center, you can gain that competitive edge you need to corner your share of the market. An outbound call center can provide many types of services for your company, including the following.

Appointment setting

These days, few businesses have time to spend making cold calls. But this method of drumming up new customers can be effective when it’s done by a skilled call center agent. You can outsource your cold calling to an outbound call center to boost your customer base by securing face-to-face meetings with qualified prospects. Cold calling professionals can set appointments for any purpose. Whether you need to get more clients or customers through your door or connect with potential buyers, an outbound call center is the versatile solution you need to scale your company.

Seminar and event registration

Seminars and other events can be invaluable ways of promoting brand awareness and positioning your company as an industry leader. But in order for your event to be a success, you need more bodies in the seats. The professional agents at an outbound call center can make the hundreds of calls necessary to register more attendees. In addition to boosting your registration list, these agents can perform the following tasks:

  • Alert attendees of scheduling changes
  • Up-sell or cross-sell sponsorship spots
  • Explain exhibiting opportunities
  • Conduct post-event followups

Market research data collection

Market research is the foundation of any effective marketing campaign. Unfortunately, it’s time-consuming and tedious—and often, it’s one of the least-enjoyed aspects of entrepreneurialism. By partnering with an outbound call center, you can completely outsource your market research needs. Qualified agents can perform inbound or outbound data collection campaigns, including surveys and polls, in order to deliver the insights you need to craft a winning marketing campaign.

Lead generation

Are you spending too much time generating and qualifying leads? These are tasks you could easily outsource to an outbound call center. Experienced agents can start with your lead list. After identifying and qualifying your prospects, the agents will distribute these qualified leads to your sales team, enabling your company to focus on what matters: Boosting revenue and reaching long-term objectives.

Executive Boutique: Your call center partner

Executive Boutique is an American and Australian-owned call center strategically located in the Philippines. Our professional agents can handle all of your outbound call center needs, from appointment setting and lead generation to market research data collection and seminar registration—just to name a few. We’ve worked with a diverse range of industries, including ecommerce, retail, healthcare, insurance, and financial. Streamline your operations by partnering with Executive Boutique today.

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Why is HIPAA Compliance Important for Healthcare Organizations?

The Health Insurance Portability and Accountability Act (HIPAA) is one of the most important pieces of legislation to impact healthcare in recent years, designed to address insurance coverage for individuals that would otherwise be left unprotected between jobs. The legislation also takes a focus on the protection of confidential information, as well as preventing fraud, making HIPAA essential to understand for healthcare organizations.

Benefits for Providers and Professionals

When HIPAA was enacted in 1996, it brought along with it a range of improvements for consumers in the healthcare industry. A central development that necessitated the introduction of HIPAA was the transition from paper records being the standard form of documentation to digital record-keeping, which required a new and comprehensive approach to patient privacy and organizational efficiency.

HIPAA helps ensure that sensitive healthcare information can be shared between insurance providers, employers, and other industry professionals can share information when necessary while maintaining the highest possible degree of confidentiality. Essentially, HIPAA helps streamline healthcare by facilitating effective communication between healthcare providers and those they serve, standardizing the process to promote flexibility.

Benefits for Patients

While HIPAA has had a transformative effect on the way the healthcare industry operates, it offers even greater benefits for patients. Where before organizations had individual privacy policies and would rarely face repercussions for exposing patient data, HIPAA protects private citizens by safeguarding personal information through a defined set of guidelines that govern healthcare providers, health plans, and other HIPAA-regulated entities.

The primary purpose of HIPAA from a patient standpoint is to define who can view patient information as well as limiting who the new data generated can be shared with. The legislation mandates that any information disclosed to a healthcare organization must be protected by stringent security standards, and patients have final determination over when personal information is released as well as who the organization’s records are shared with.

Another aspect of HIPAA is to prevent errors in data recording from negatively impacting patient care. Even the most meticulous organizations sometimes make mistakes when recording and transferring healthcare data, and giving patients the power to access these records allows them to inspect for inaccuracies. Obtaining copies of health records prevents tests from being repeated and critical information from being lost in translation.

In the wake of a severe incident, a person may be rendered unable to communicate with their healthcare providers, and so HIPAA also allows individuals to predetermine who can speak on their behalf where their wellness is concerned. Patients can select as many parties as they desire to communicate their needs in their absence, and under the act everyone elected as a representative as complete access to relevant medical records.

For patients taking an active role in their healthcare as well as organizations that rely on effective communication with other entities, HIPAA compliance is key. By giving both a new healthcare provider and a transitioning patient access to the individual’s entire health history, care givers can offer the right treatments faster and patients have more control throughout the process. Call our offices today to learn more about our HIPAA compliant call center services.

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How Do Inbound and Outbound Call Center Services Differ?

Automatic Call Distribution

Inbound and outbound calls are both integral aspects of business management and customer acquisition. Third-party services exist for both, and more companies are taking advantages of these outsource centers for maximum consumer retention. Learn about the ins and outs of inbound and outbound calls and how they differ.

What Are Inbound Calls?

Inbound calls are those made to your company from an existing customer or prospect customer. These tend to be more service-based and often include enquiries. For existing customers, these may be calls about billing, technical support, subscription renewal/cancellation, or membership upgrade. Prospective customers may be calling to ask about a particular product or service.

Inbound calls may also include complaints, which the customer service representative is trained to resolve in a calm, polite and effective manner.

What Are Outbound Calls?

With outbound calls, the company is the party that initiates the call to the customer. This can be done for a number of reasons. The primary goal usually has to do with customer retention and outreach to prospective customers. As opposed to the more customer service-based inbound calls, outbound calls are more sales oriented.

With the help of big data, metrics, and other key performance indicators, companies can actively reach out to prospective customers to take them further down the sales funnel. For existing clients, initiating the outreach helps foster positive company-to-client relations.

Examples of outbound calls include:

  • Sending current customers a courtesy reminder that their subscription requires renewal
  • Contacting customers with exclusive limited-time offers
  • Sending further information to potential customers who have made an enquiry
  • Sending offers or deals to potential customers after the end of a free trial they signed up for
  • Sending surveys (very important for data analytics)

Contrary to popular belief, most outbound calls include warm rather than cold calls. The former means the call is only initiated after the prospect customer has expressed some form of interest, such as joining the company’s social media page.

How Are Inbound and Outbound Call Centers Different?

While there is certainly some overlap, the aims of the two are different. Inbound call staff is trained to quickly resolve customer issues and complaints in a professional manner. Outbound call staff, on the other hand, are trained from a more sales-oriented approach. The goal is to convert new customers or get existing customers to upgrade their membership or try new products. Both are trained to be courteous and always act professionally.

With this in mind, it’s important to know which services a third-party calling center specializes in when outsourcing calling duties. Depending on the size of company and customer base, businesses may outsource one or the other or both.

Outsource Both Inbound and Outbound Calls to Executive Boutique

Executive Boutique’s call center has departments that handle both inbound and outbound calls in various industries. Our call center is based in the Philippines and handles incoming and outgoing calls for countless companies based in the U.S., UK, Canada, and other Western countries. Outbound and inbound calls ensure customer retention, recruitment, and satisfaction.

Resources

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Why Do Companies Choose to Outsource Work?

Business process outsourcing (BPO) originated in the world of manufacturing when companies began to outsource portions of their supply chains. However, the benefits of BPO have since enriched companies across industries. Advancements in cloud computing and related technologies allow companies to put third-party vendor networks and talent to work for them, allowing them to grow in an increasingly competitive climate.

Benefits of BPO

Administrative process outsourcing affords valuable flexibility, efficiency, and cost-savings. The benefits include:

  • Companies that outsource can streamline important administrative functions, freeing them up to focus on core processes
  • Outsourcing allows a company to benefit from advances in technology without investing in hardware upgrades
  • Use of a trained and professional work force means processes can be executed more productively
  • BPO services mean fewer employees and a reduced cost of management
  • Information security is improved when a professional BPO vendor handles processes from a fortified network
  • Freeing up employees to focus on their core tasks rather than administrative duties outside their fields of expertise improves company morale

In other words, with outsourcing of necessary tasks, you can prioritize the time of your employees while taking advantage of the investment in technological infrastructure by the service provider. This means lower cost and fewer headaches.

Outsourcing to the Philippines

Choosing a BPO vendor can afford these benefits and more.

  • The Philippines offers modern amenities and high standard of living, but also has a lower cost of living. This means Filipino workers can earn a living wage while working at rates that save international clients money.
  • The many Filipino universities mean there is never a shortage of educated talent.
  • Because English is the top language spoken in the Philippines, workers are equipped to serve American and other English-speaking businesses.
  • Filipino students learn English with a neutral accent and are exposed to a diverse cultural experience, allowing for flexibility in adapting to international expectations.

Working with BPO service providers in the Philippines means you do not need to sacrifice in order to save money. Filipino workers are uniquely qualified to serve English-speaking populations.

Why choose Executive Boutique for business process outsourcing

Demand for outsourcing services in the Philippines has grown in recent years and Executive Boutique stands at the top of the list of providers. Business Daily News rated Executive Boutique as the best call center in the Philippines and one of the best of the world.

Executive Boutique offers state-of-the-art telecommunications systems. Our agents are assigned to only one client at a time so they can function as an extended member of a client’s staff. With college educations and the ability to speak multiple languages, they are prepared to perform a variety of tasks, from the routine to the specialized.

If you are interested in learning more about outsourcing to the Philippines, contact Executive Boutique Call Center today to get a free quote.

Additional business process outsourcing resources:

  1. Investopedia, Business Process Outsourcing – BPO, https://www.investopedia.com/terms/b/business-process-outsourcing.asp
  2. Deloitte, The Outsourcing Handbook: A guide to outsourcing, https://www.deloitte.co.uk/makeconnections/assets/pdf/the-outsourcing-handbook-a-guide-to-outsourcing.pdf
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The Advantages of Outsourcing IT Support Services

Technical support is an integral part of any business regardless of industry. This is especially the case for companies that provide online or digital services. Customers expect timely support when there is an interruption to the service they’re paying you for. This is where IT support comes in. While some companies have an in-house IT staff to resolve issues on the technical front, others are turning to IT outsourcing.

Why Outsource IT Support Services?

You should outsource IT support for the same reason you should outsource other non-industry-related operations like customer support and outbound calls. It takes the load off your shoulders, thereby freeing up valuable in-house resources. The biggest advantage is the reduced overhead. With few exceptions, outsourcing is almost always more affordable than hiring an in-house IT staff. With third-party outsourcing, you don’t have to deal with additional expenses, such as paid leave, severance packages, paid bonuses, turnovers, etc. Less overhead spending means you free up capital for use in other areas.

Create a Level Playing Field

Think of mega corporations like Google, Amazon, and Netflix. These companies have the budget to hire their own IT staff comprising of the best of the best, along with cutting edge technology. Smaller companies have no way of competing – at least not through hiring their own team. With outsourcing, their customers enjoy the same reliable and speedy access to technical support. This creates a more even playing field between young startups and large enterprises.

Third-Party Support Works 24/7

Having an in-team IT staff working around the clock is cost-prohibitive. Since the third-party provider focuses solely on IT and call support, they have the manpower to operate 24/7. If you serve international clients, that’s no problem. IT support is there for them regardless of time of day.

Even if a client is calling in the middle of the night in his or her respective time zone, a third-party provider can provide a range of support, such as software installation, site navigation training, app support, and more.

Outsource Your IT Support

IT and technical support is a necessity in this day and age of big data. This is where the tech support services of Executive Boutique comes in. Though we are based in the Philippines, we serve hundreds of companies spanning all industries and in countries like the U.S., UK, Canada, and more. Call us to get started. We are confident it’s one of the best investments you’ll ever make.

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Achieving Business Success Through Market Research

Market Research

Thanks to the power of technology a.k.a the internet, starting a business is easy compared to some 10 or 15 years ago. With just a few short clicks, one can easily set up an online account, start selling products and services with the whole social media universe as your market.

That is why it is all the more challenging to sustain a business because everyone can just go online and be your competition. So how do you stand out from the rest? How do you achieve success?

A business starts with an idea – what your product or service will be, why you want to sell them, how you will sell them and when. But before committing substantial resources to start your venture, it is vital that you do diligent work in determining its feasibility. This process is known as Market Research

Market Research and Its Importance

According to Investopedia, Market Research is the process of assessing the viability of a product or service through research conducted directly with the consumer. It determines the past, present and potential customers of the said product, their characteristics, spending habits, location, and needs.

Every product or service that is successful today is a result of thorough research. When you are armed with all the critical information such as your consumer needs, their location, etc. then naturally, you would also know what you would produce to meet that need and make it available in places where there is demand.

Suffice to say, before you even start your business, you should already be well aware of the essentials.

Results of Market Research

With proper market research, you are guaranteed the following:

1) You will get to know your customers better.

You will be able to identify who your buyers are, their demographics, personality and traits, what they need, how often they buy, and their expectations of your product. When you understand these things, you can tailor make your products and services to match those of your consumers.

2) You will also learn about your competition and their strategy.

Market research also helps you know and understand your competition – who they are, their approach, their experience, and most importantly, their weak points. Armed with such information, you know what to avoid and how to stand out to get noticed.

3) You will be able to test your product before launching.

Even when your product is all good and ready to be introduced to the market, it is always a good idea to test the waters first. The initial feedback you get will make you aware of anything that you need to improve on, what approach to take when marketing your product and what not to do.

4) You will stay in business.

Times change. Whatever worked for your product at the beginning may not necessarily stay that way a few years down the line. WIth market research, you stay up to date with the trends so you can adapt and remain a hot commodity even in the changing times.

5) Guaranteed business returns.

Market research allows you to capitalize on newly discovered market opportunities. It helps you improve, and encourages product innovation. When your product continually changes for the better, it results in continued patronage and steady increase in profit.

Advantages of Outsourcing Market Research

While market research is a worthwhile and crucial business strategy,  it is also time-consuming and a constant effort. So outsourcing it to a reliable BPO company in the Philippines is the next best thing.

Not only does it save you valuable time, but it also guarantees that experienced professional researchers adequately do it. BPO companies employ effective methods in conducting research work ensuring complete and accurate information which will be your key to success.

What’s Next?

Let our warm and friendly, expert professionals at Executive Boutique help you achieve business success through market research. We offer you competitive pricing and flexible contracts.

Contact us today for a free quote!

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How to Become a Transformational Leader

James McGregor Burns coined the concept of transformational leadership in his book, Leadership, in 1978. He defined it as a process where “leaders and their followers raise one another to higher levels of morality and motivation.”

According to Bernard M. Bass, who further developed the concept in the 1980s, some qualities of a transformational leader are: clear goal setting, supportive of their followers, encouraging, and able to get their followers to look beyond their own self-interest. So, how do you become a transformational leader? Here are some steps:

Be inspiring in your vision.

If you want people to follow your lead, you’ll need to give them a legitimate and compelling reason. The best way to do this is to create an inspiring vision of days to come. This vision will set out your team’s purpose, which will be at the forefront of your endeavors. You can develop your vision by understanding the values of the people you lead, as well as the resources of your organization.

Motivate your team to deliver the vision.

As we’ve covered, you’ll need to appeal to people’s values in order to get them to buy into your mission. You’ll need to come up with a mission statement. Use storytelling as part of your call to action and speak of your mission often. Get to know your team – if you can further connect the mission directly to their own goals, they’ll be more likely to follow your lead.

Take the lead in delivery of the vision.

It doesn’t take much to come up with a vision and mission statement. The real hard work comes in delivering it and working to make it a reality. While you can get your team to help you, you’ll have to do much of the difficult and often mundane tasks yourself. To manage the delivery of your vision, you’ll need to incorporate both effective project and change management. Communicate each individual person’s roles clearly and connect your team to your plans. Everyone needs to understand what they’re responsible for and how their success will be measured.

Build strong relationships with your people.

Transformational leaders focus a lot of their attention on their people. You’ll need to work hard with them to help them achieve their goals, as well as the goals of the team. Meet with them individually and support them throughout their endeavors. Provide constructive feedback when necessary and be empathetic at all times. Your team will be better off for it.

Being a transformational leader requires a lot of hard work and understanding of how people operate. Once you’ve come up with an inspiring and uniting vision, people will be more inclined to follow your lead. Be sure to lead by example and maintain excellent self-discipline and stamina so that you don’t let yourself or your team down. In the end, if you put in the hard work and set a good example for your people, you will be more likely to find success.

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A Summary of Outsourcing Services in the Philippines

Philippines

After thorough and careful consideration, you have finally decided to outsource to the Philippines.

To begin, you already have a pretty good idea of what office functions you want to outsource.

Now you just need to take your pick out of the 851 registered BPO companies in the Philippines, and then you can start to relax and focus on your core business.

To arrive at an informed decision, you must begin by getting a good understanding of the different types of call center services provided by BPO companies in the Philippines.

For starters, call center services may be grouped into three types – inbound, outbound, and business process outsourcing. Inbound call center services deal with the handling of incoming calls; while outbound call center services are the opposite – doing call outs. BPO services, on the other hand, is the delegation of operations and responsibilities of specific business functions.

Different Types of Services

Each category can be further broken down to specific functions. The most common services offered may be enumerated as follows:

Inbound Call Center Services

  • Customer Service

Customer service is the heartbeat of every organization. An organization with robust customer service is a successful one. Customer support services vary and may range from after-hours support, call overflow, product inquiries, billing inquiries, order processing, customer management, and customer retention.

  • Technical Support

Technical support is helping callers with technical problems such as troubleshooting, or setting up an online account, or website navigation.

  • Helpdesk

Works as a central hub where problems and issues are reported.

  • Sales

Inbound sales calls come in different types. It can come as direct response marketing or sales lead qualification.

Outbound Call Center Services

  • Appointment Setting

A business to business marketing service which involves a person/agent acting in a company’s behalf and making calls to set up business meeting appointments.

  • Collection Reminders

Collection reminders can both be live or automated. It is an effective way to recover debts. An agent will call your customers and remind them of overdue or late payments.  It can also be an automated service which is set up as an Interactive Voice Response (IVR) that will send notifications.

  • Telemarketing

This direct marketing strategy involves soliciting prospective clients to buy certain products and services. In an outbound call center setting, an agent aims to engage potential customers in a strategic and targeted way through a personalized approach.   

  • Lead Generation

This is a marketing strategy that works on identifying and cultivating consumer interest into a product or a service. It generates a list, a database or leads for e-newsletters or sales. A call center agent will call out clients who are identified with products and services that match their need, aiming to close a deal.

  • Market Research

An advantageous marketing strategy that involves the gathering of vital information on current market trends, spending habits and patterns of customers, and identifying areas for growth. An outbound call center helps in generating survey responses to inquire into a customer’s satisfaction following a recent sale.   

BPO Services

BPO services are helping businesses in saving costs while increasing operational efficiency which results in higher revenue generation. Organizations choose to outsource time-consuming business tasks to call centers such as:

What’s Next?            

Trust Executive Boutique with your outsourcing needs and watch your profits grow. We offer a broad portfolio of call center services designed to help you reach your full potential. We are flexible, and we can work with you long term or on a project basis. We commit to work with you in identifying business solutions to save your company time and money.

Find out today and contact us to learn more!    

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How to Choose a Customer Service Call Center

More and more, organizations looking for a way to provide their clients with customer service around the clock without the prohibitive expense of hiring an onsite staff to process inbound inquiries are turning to Philippines-based call centers to meet their demand. Executive Boutique offers this indispensable resource at an outstanding value, allowing you to make more out of every dollar you invest in meeting the needs of your customer base.

Choose Cost-Effectiveness

Thanks to our innovative business model, we can provide unbeatable pricing on inbound call management services. Our pricing is entirely determined by the level of technical knowledge your typical inquiries require, and you can select a pricing model that fits the number of agents you need on call at peak hours, the specialized information our team will need to know, and the kind of services they will be expected to provide your clients.

While our rates are flexible based on the individual needs of your business, we focus on providing you with a clear picture of the projected costs, including labor expenses, equipment usage, and other related charges. In contrast with many of our competitors, our company structure enables us to eliminate startup fees and other hidden costs, and our support team can offer you a no-obligation quote tailored to your needs.

Choose Caller-Friendliness

At Executive Boutique, everything we do is aimed at guaranteeing your customers a directly comparable quality of service as provided by an onsite call center. We have chosen the Philippines as a base of operations because the territory’s schools and universities primarily teach in English, including American-preferred pronunciation and word usage. Every customer service agent we hire has been stringently screened for the highest caliber verbal and written communication skills available, as well as minimal noticeable accent.

Along with selecting from the top talent pool within the third-largest Anglophone nation in the world, we also make a special effort to bring you the right staff for your specific needs. We have sample voices from our team members available for you to listen to before you commit to a service plan, and we can also schedule a time for you to speak to our agents directly so you can evaluate their suitability to represent your business.

Choose Reliability

Our quality of service is second to none in the international call center marketplace. Our state of the art VoIP telephone system is engineered to deliver outstanding call quality as well as high transmission rates (under 200ms) for a seamless listening experience. Our lines are open to your customers 24 hours a day, 7 days a week, and the experience is nearly impossible to distinguish from conventional calling services. Of course, you can always schedule a live demonstration of our services before committing to a contract.

We take every step to offer a service that delivers the ease of use that an onsite call center provides. Your agents can be assigned area codes and callback numbers from any locale you prefer, meaning that your customers and prospects should never be able to tell the difference between our international call center and conventional inbound call services. The result is a reliable option that keeps you in constant contact with your clientele for less.

Our multifaceted approach to call center outsourcing is more than a cost-saving alternative, but a powerful tool you can use to amplify the effectiveness of your onsite staff. Contact Executive Boutique today to learn more about customer service in the Philippines and what we can do for your business.

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