Case Study - Transition and transformation of Contact Centre Services


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Improved service delivery and service quality enabling client to be recognised at Regional and Global forums for Service Excellence.

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Case Study - Transition and transformation of Contact Centre Services

  1. 1. Case Study Business Process OutsourcingTransition and transformation ofContact Centre ServicesFor Mobile TelecommunicationsProviderVADS BPO services improved service delivery and service qualityenabling our client to be recognised at Regional and Global forumsfor Service Excellence.Overview Sector: Mobile Telecommunications Solution: Inbound Customer Service, Outbound, Transaction Process Outsourcing Client: Leading Mobile and Broadband Service Provider in Malaysia Challenges: Service Levels for Inbound Voice and Customer Registrations as well as Service Quality Results: Service Level Improvements by 3 months and Multiple Awards both regionally and globally for Excellent Service and Management of Services. A Company
  2. 2. Value Add Through the Years “I have to write that I am very impressed with the way you manage your business and that of your valued clients. I have been in this industry 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 substance to support their claims. What also impressed me is that you are realists – it’s refreshing to see one of the best in the world (verified though our global best practice competition) constantly looking for improvements when so many out there just talk about their successes and stopCase Study there. You have amazing people. You clearly demonstrate industry best practices. You haveCustomer Service Transaction Processing a great and solid infrastructure.”The Challenges The ChallengesThe inbound and outbound High volume of transactions andcustomer service centre has not accumulated backlogs meant that a Raj Wadwani, Contact Centre World, President and CEObeen meeting the agreed service centralised processing centre waslevels for the last 6 months. And the needed to offload the traffic seenrapid business growth of 13.2% at the branches to increase speedincrease in subscribers YoY reduced in activations and reduce data entry The Achievementsadherence to service levels as well as errors. This improvement in processneeded increased efficiency and was also timely as our client’s Contact Centre World Award 2010transformation of services. subscriber base was increasing (World Finals) substantially.  Best Workforce Planning Professionals  Best Contact Centre; HelpdeskThe Solution The Solution  Best Contact Centre; SmallProvide a scalable contact centre Redesign the organisation structure Contact Centre Association Malaysia Awardenvironment that will be able to and operational methodology that’s 2010manage increasing customer contact able to manage the high volume  Best Outsourced Service Contact Centrewith 100% adherence to agreed with an improved turnaround time  Best Contact Centre Manager (>100 seat)service levels. as well as clearing the accumulated Contact Centre Association Malaysia backlogs. Prestige Award 2010 (Career Achievement Award)The Result The Result  CCAM Industry Professional DevelopmentThere was a total transformation of The average processing time for Achievement Awardtheir contact centre within 6 each application has reduced from Contact Centre World Award 2009months. Performance has been 45 minutes to 25 minutes. And the (APAC Region)100% on service levels with response time is now 2 hours as  Best Contact Centre (< 50 seat)increased volumes consistently, compare to previous 24 hours.triggering rewards for exceptional Contact Centre Association Malaysia Awardperformance. Customer Satisfaction 2009Level was consistently above 90% of  Best Outsourced Contact Centre (> 100the top two boxes, with less than 2% seat)dissatisfied in the bottom box.  Best Outsourced Contact Centre Manager  Best Contact Centre Telemarketer A Company