Reliable Support for Tech-savvy Customers

About Our Client

Our client is a leading consumer electronics company. For the past four years, Scicom has been involved in redesigning their overall customer experience, moving away from disjointed touchpoints to focus on delivering superior customer journeys. We have focused our attention on managing each individual interaction, enabling our client to improve customer satisfaction (CSAT), service levels, and first call resolution.

Solutions Provided

Set up and operated a state-of-the-art integrated contact centre to manage inbound and outbound calls and non-voice (email, chat & all social media platforms) enquiries for smartphones, desktops, laptops, and tablets.
Developed customer experience strategy for the Asia Pacific (APAC) region.
Recruited and trained contact centre staff to support new countries and languages.
Transitioned existing contact centre staff to Scicom’s operations with no service delivery disruption.
Provided telecommunications solutions to support new countries based on client’s existing telecommunications strategy – Toll Free and Non-Toll Free.
Provided soft-skills, policy and procedure & product training to all customer support staff
Created a dedicated Voice of Customer (VOC) team to gather customer insights across all countries to be provided to the client for business insights.

Key Outcomes

Deployment of Contact Centre Solution in Record Time

Scicom were able to ramp up operations from 75 to 250 staff within 24 months - programming and optimising the Interactive Voice Response (IVR) system in 7 languages.

Exceptional Customer Service

Scicom were able to align the new customer service team to deliver on customer experience targets, improving Customer Satisfaction (CSAT) ratings by 20 % across all channels for all countries.

First Call Resolution

Support staff were equipped with better issue identification and problem-solving skills to improve FCR by 40% across all channels.

Results Achieved

50%

50% improvement in Customer Service levels

5

Best performing client site globally for the past 5 years

20%

20% improvement in Customer Satisfaction (CSAT) ratings across all channels

More Case Studies

BPO Solution

Support Efficiencies to Enhance Customer Experience

Our client is a premier award-winning hotel and resort chain that currently owns and operates a range of 5-star hotels and resorts located across the South Asian region. We helped our client enhance their customer experience levels by providing them with additional support channels, and facilitating booking and enquiry efficiencies for all of their properties located in Sri Lanka.

BPO Solution

Differentiated Customer Service to Support Global Operations

Our client is an online provider of hotel booking services, with access to over 300,000 hotels worldwide. Scicom were engaged to provide omnichannel customer support to improve customer satisfaction (CSAT) and service levels, while also lowering attrition levels among support staff.

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Drop Us A Line

Let’s Get in Touch

No matter what your organisation’s requirements are, we have the capability, experience and passion to deliver end-to-end solutions that leverage the latest technologies and maximise value.

Visit Our Location

25th Floor, Menara TA One, 22, Jalan P.Ramlee, 50250 Kuala Lumpur, Malaysia

Send us a Message

Give us a Call

+603 21621088

Capabilities

Solutions Implemented