Issues & Scope

• High Costs of Managing Call Center Operations
• Multiple Call Centers In Asia Pacific Region Leading to Disparate Approach Towards Service Competence
• Poor Quality of Service Resulting In Erosion to Customer Base

Solution Deployed

• Centralized Call Center Operations For Entire Region out of Malaysia
• End-to-End Service Provided In Multiple Languages ? English, Cantonese, Mandarin, Malay
• Provided Multi-Interactive Channels for Online Platforms
• Consistent Service Levels Developed

Benefits & Value Adds

• Enhanced Quality of Delivery & Customer Service
• Single Consolidated Call Center Enabled Client Reduce Fixed Costs & Infrastructure Costs
• Significantly by over 80%
• Enabled Establishing a Variable Cost Model with Provider
• High Adherence to Service Levels As A Standard Across Organization