Support Efficiencies to Enhance Customer Experience

About Our Client

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.

Solutions Provided

  • Centralised call centre operations for our client’s operations in Sri Lanka
  • Enhanced client’s customer interaction management systems by implementing an omnichannel single point of contact
  • Introduced customer care services for both front and back-end processes, inclusive of first level support for our client’s website booking inquiries, and airport transfer services for city hotels
  • Implemented telephone operator Services for our client’s hotels & resorts hotline / general inquiries
  • Sales promotion for all our client’s properties to help contact centre staff strive towards achieving group and individual targets
  • Rapidly introduced (activation within 1 hour) of a state-of-the-art disaster recovery site to ensure business continuity

Key Outcomes

Differentiated customer experience
Scicom helped to introduce a 24x7x365 service for our client’s customers from a centralised call centre. To date, our client is the only hotel chain to operate a 24x7 contact centre in Sri Lanka.
Contact Centre efficiencies
Aggressive answer rate & abandon target practices were implemented to improve call handling rates. Real time floor management practices were also implemented to optimise staff levels in accordance with our client’s productivity and profitability goals.
Reduced attrition levels
Reduced attrition by providing skill development programs, offering continuous career development opportunities, and enhancing recognition and rewards programs for all contact centre staff

Results Achieved


20% growth in local market room revenue y-o-y


Average monthly revenue generated from outbound sales efforts exceeded LKR 25 Million

More Case Studies

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.
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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