BPO Provider MCI Goes for Filipino Workforce with EastWest Acquisition

Florida-based business process outsourcing (BPO) firm MCI acquired EastWest, a BPO company based in the Philippines.

EastWest’s acquisition will allow MCI to tap the Filipino workforce, which is very experienced in call center jobs.

EastWest, headquartered in city of San Fernando, offers customer service and sales support to several American clients through four contact centers.

“The Philippines offers a proven pool of talent renowned for its customer service focus and strong English proficiency,” said MCI in a statement. EastWest was seen as a cost-effective entry point for MCI.

EastWest, initially founded as a voice-over-internet protocol (VoIP) telecom company, transitioned into BPO services after a chance encounter with a client seeking a site visit. This led to the establishment of physical office space, subsequently transforming the company into a full-fledged BPO provider.

“What started out as a pain, turned out to be the start of something grand,” EastWest states in its website.

EastWest appears to have grown significantly since its inception in 2009, boasting over 300 employees across four locations: two in the Philippines and two in the US states of Virginia and Atlanta. The company serves over 50 clients in multiple industries, operating without a dedicated marketing team or advertising budget.

The acquisition marks MCI’s 18th company purchase in the last 20 years. The Miami-based firm currently employs around 15,000 people across its delivery centers in seven countries, including Honduras, Guatemala and Mexico. Notably, MCI experienced a significant 638% growth rate between 2017 and 2020.