Custom Contact Centre Training Modules

About Our Client

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.

Solutions Provided

  • Customer Experience Skills: Deployment of Premier Customer Care fundamentals i.e. how to handle escalated customer calls
  • Communication Skills: Equipping participants to write and present data/key information in a meaningful way to superiors, and for reporting purposes
  • Performance Management Skills: Modules aimed at establishing performance standards for each key stakeholder group, and coaching agents to perform in accordance with the standards set
  • Management & Leadership Skills: General leadership skills to strengthen team leader capabilities, and achieve contact centre goals

Key Outcomes

Increased consistency in employee performance in a pressurised work environment
Better communication practices and KPI alignment between our client's key contact centre stakeholder groups largely contributed to more reliable supervision from contact centre team leaders.
Lower levels of staff turnover and absenteeism
For our client, contact centre attrition rates tended to range from 26% (for full time employees) to 33% (for part time employees), and were largely contributed to by feelings of dissatisfaction towards the long shifts and excessive workload.

Results Achieved


64 FTEs trained since programme inception


2 additional training phases requested after deployment

More Case Studies

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.
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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