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Malaysian Telecommunications Provider

Education Solution

Malaysian Telecommunications Provider

With the introduction of an increasing number of digital communication channels, revenues from core voice and messaging businesses continue to shrink, and the number of customer touchpoints is ever-growing. Players in the telecommunications sector face an uphill battle as digitisation reshapes the industry landscape, and customer experience becomes an ever-growing driver of a company’s bottom line.

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

64

64 FTEs trained since programme inception

2

2 additional training phases requested after deployment