service is especially important in the
Philippines, where reports suggest fewer than
20 per cent of people have a bank account.
As a relatively new market entrant in the
financial world, CBCI had an early obstacle
to overcome: proving to consumers that it
could be trusted with their hard-earned
money and financial information. “Being the
pioneer of outsourced payment collection,
earning the confidence of the paying public
required a holistic, ‘total systems’ approach.
There was no room for error. It demanded
complete integrity and reliability from our
people, systems, processes, partners and
suppliers,” says Manuel.
“We are not bent on just selling a
product or service, but are mindful of,
and sensitive to, our customers’ needs.
That gives us the ability to satisfy the needs
of the paying public.” Manuel says newer
market entrants have tried to reproduce
CBCI’s business model, but the long-term
relationships and high trust levels the
company has built up means it remains the
market leader in the payments space.
The caring approach to customers
continues in the workplace, which Manuel
describes as having a family-like atmosphere.
“Filipinos by nature are very friendly and
close-knit. This is carried over into theHalf page advert
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