In response to the growing influx of tourists from China, the Department of Tourism (DOT) has expanded its language services by deploying Mandarin-speaking agents to enhance support for Chinese visitors.
DOT Secretary Christina Garcia-Frasco announced the initiative during an inter-agency inspection at Ninoy Aquino International Airport (NAIA) on Apr. 10, highlighting the increase in Chinese tourist arrivals to the Philippines.
Available Monday to Friday from 8 a.m. to 5 p.m. (Philippine Standard Time), the Mandarin-language service complements the call center’s existing support in English, Filipino, and Korean, ensuring that a broader range of tourists can access essential travel information in their preferred language.
The Tourist Assistance Call Center, operational throughout the Holy Week break, has handled over 14,000 calls from 72 countries through various platforms, including mobile, email, Facebook Messenger, Click2Call, and Live Webchat on the DOT website.
"With a total of four languages available, the Department of Tourism's Tourist Assistance Call Center aims to fulfill a key objective of the National Tourism Development Plan (NTDP) 2023-2028, which is to enhance the overall tourist experience in the Philippines," Frasco said.
Recognized for its excellence, the DOT’s Tourist Assistance Call Center recently received the Best in Service – Customer Support award at the Asia Best of Best Awards 2024 in Dubai, United Arab Emirates.