Issues & Scope

• Order-Taking process conducted internally by client team
• Need was for contact-center operations solutions focused on order taking
• Long average wait-time experienced by customers

Solution Deployed

• Established Contact Center operations in Malaysia
• Developed competitive Service Levels for Turnaround Times for order processing
• Enhance ability to take orders across a longer working window
• Introduced complete training modules for new and existing workforce

Benefits & Value Adds

• Established smooth contact center operations and increased resources deployed by 30% while retaining costs of running operations
• Increased working window for orders\' taking from 14.5 hours per day to 16.5 hours per day
• Reduced Average Talk Time for successful order processing time from 2.5 minutes to under 2 minutes
• 90% of all calls taken on an average day reduced to 20 seconds per call
• Increased average order per transaction by 12%
• Reduced attrition rate to 3%