IBEX(IBEX) Globenewswire·2025-04-03 13:00Core Insights - ibex has been awarded the Top Overall Contact Center Partner Award for 2024 by Philippine Airlines (PAL), achieving the highest scorecard results among PAL's contact center partners [1][13] - PAL's customer support achieved impressive scores of 95% Customer Satisfaction (CSAT) and +74 Net Promoter Score (NPS) for voice interactions, and 92% CSAT with +78 NPS for non-voice interactions, reflecting the effectiveness of the partnership with ibex [2] Company Performance - ibex operates nine customer experience (CX) service centers across the Philippines and recently opened a new site in Davao, indicating ongoing expansion efforts [3] - The company utilizes the AI-powered ibex Wave iX solution suite to enhance customer interactions and drive profitability [4] Employee Engagement - ibex has been recognized for its agent-first culture and outstanding employee experience, receiving multiple awards including Philippines' Best Employers 2024 [6] - The company emphasizes a positive employee experience, which is believed to translate into better customer experiences, and offers competitive compensation and industry-leading training programs [7] Industry Context - Philippine Airlines, established in 1941, is the flag carrier of the Philippines and operates a fleet serving numerous domestic and international destinations [9][10] - ibex provides a range of business process outsourcing (BPO) and customer engagement solutions, managing nearly 175 million customer interactions annually and contributing over $2.2 billion in lifetime customer revenue [12]