Helping Companies Focus on their Core Business Operations

About Our Client

Our client is a multinational Oil and Gas corporation that is one of the world’s largest publicly traded energy providers and chemical manufacturers. The client is developing and applying next-generation technologies to help safely and responsibly meet the world’s growing needs for energy and high-quality chemical products.

Solutions Provided

Multichannel Customer Support – Received and processed inquiries coming from customer calls, e-mails, chat logs, customer forms, and ad-hoc requests in English, Mandarin, and Cantonese languages.
Recruitment – Ensured that the required headcount were onboarded for the client’s multi-lingual Service Desk team – inclusive of soft skills training, policy, procedure, and product training for all recruited Service Desk staff.
Back-office services – Handled back-office tasks during high-traffic promotional periods, taking into consideration agent availability, manpower requirements, manpower utilisation and other affected channels during these scenarios.

Key Outcomes

Eliminated Backlogs

Cleared extra workload that resulted from all high traffic promotional periods in a timely manner by utilising manpower and resources efficiently.

Increased Operational Coverage

Successfully expanded headcount and multilingual support as per the requirements requested by the client.

Results Achieved

13550

13,550 customer interactions per month

90%

90% Customer Satisfaction (CSAT) scores

29

29 new agents added per year

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