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Case Study - Single point, multi-channel approach to Customer Relationship Management
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Case Study - Single point, multi-channel approach to Customer Relationship Management

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Single Point of Contact covering 34 Departments serving Students, Academic Staff and Parents. A proven operations and performance management methodology enabled our client to be top among all ...

Single Point of Contact covering 34 Departments serving Students, Academic Staff and Parents. A proven operations and performance management methodology enabled our client to be top among all government agencies during the Star Rating survey between ministries in Malaysia.

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Case Study - Single point, multi-channel approach to Customer Relationship Management Case Study - Single point, multi-channel approach to Customer Relationship Management Document Transcript

  • Case Study Business Process OutsourcingSingle Point of Contact covering34 Departments servingStudents, Academic Staff andParents VADS’s proven operations and performance management methodology enabled our client to be top among all government agencies during the Star Rating survey between ministries in Malaysia. Overview Sector: Government Solution: Single point, multi-channel approach to Customer Relationship Management Client: Government ministry responsible for Malaysian education matters Challenges: Decentralized approach as well as inconsistent Service Quality Results: There was a consistent service delivery for the ministry’s 34 departments regarding academic and non academic matters for Students, Academic Staff and Parents. A Company
  • Summary of the Case StudyThe ChallengesThe Ministry of Education (MOE) was faced with inquiries fromstudents, teaching staff and parents for various concerns beingchannelled to 34 different departments nationwide. The “I have to write that I am very impressed withgovernment’s initiative to introduce an efficient and professional the way you manage your business and that ofservice to the people resulted in the introduction of a Single-Point- your valued clients. I have been in this industryof-Contact centre complete with a full CRM enabled service. for 20 years and it’s refreshing to see a BPO ‘walk the walk’ when so many find it easy to talk a good story but often lack the substanceKey Challenges: to support their claims. What also impressed me is that you are realists – it’s refreshing to  High Complaints – Unable to reach designated departments see one of the best in the world (verified though  Unsolved Cases our global best practice competition) constantly  Frequent Transfer of Calls from One department to another looking for improvements when so many out  No Ticketing Systems for Complaints there just talk about their successes and stop  Lack of Coordination Between Departments there. You have amazing people. You clearly demonstrate industry best practices. You have a great and solid infrastructure.”The SolutionsIn February of 2009, VADS launched Malaysia’s first outsourcedgovernment Contact Centre. Raj Wadwani, Contact Centre World, President and CEOA single point, multi-channel approach was used for CRM; provide aONE STOP center for all stake holders and to increase the level ofconsistent customer service covering: The Achievements  Registration of Students for primary and secondary levels Contact Centre World Award 2011  Enquiries for application for teaching profession and (APAC Region) academic matters  Best Outsourcing Partnership  Complaints and concerns regarding all aspects of the Ministry. Contact Centre Association Malaysia Awards 2010 – Silver AwardThe Result  Best Outsourced Service Contact Centre (<100 seat)VADS MOE Contact Centre is now handling call volumes in excess of  Mystery Shopper Award3,500 and 1,500 e-mails monthly. Till date it has handled 50,000trouble tickets on Computer laboratory for Schools nationwide.The Ministry has since received the highest rating (5 Star) byMalaysian Administration Modernisation and Management PlanningUnit for two consecutive years; 2010 and 2011. VADS continues todeliver excellent service to the Ministry and was featured as one ofthe top performers in the Contact Centre World Award in 2011(APAC region). The team aspires to bag the Gold award in theupcoming World Finals. A Company