Differentiated Customer Service to Support Global Operations

About Our Client

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.

Solutions Provided

Setup a multi-channel, multi lingual, centralised contact centre to support our client’s global customers in their native languages.
Development and deployment of the Recruit Right and Employee Engagement programmes to decrease staff attrition
Institutionalised all contact centre processes to improve the overall customer experience
Built an extensive Customer Relationship Management (CRM) system and knowledge base for the client
Developed and implemented a telecommunications strategy to globally route calls to the centralised contact centre

Key Outcomes

Lower Staff Attrition

The Recruit Right and Employee Engagement programmes allowed our client to increase the tenure of all customer support staff

Efficiencies in Customer Support Operations

Process re-engineering resulted in quicker turn-around times for customer resolution, therefore improving the overall customer experience

Client Satisfaction

Expansion from single country support (at solution deployment) to client’s global operations. Scicom has also been awarded strategic partner status by the client.

Results Achieved

30%

30% increase in booking accuracy

30%

30% decrease in turnaround time for customer resolution

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.

Education Solution

Custom Contact Centre Training Modules

Scicom has worked with a Malaysian mobile telecommunications provider (with over 6 million subscribers nationwide) for over a year, focusing on equipping their support staff with the skills, information and knowledge to address the typical challenges experienced in a contact centre environment, while also developing leadership capabilities among senior members of the team.

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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.

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Solutions Implemented