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Multinational Oil & Gas Provider

BPO Solution

Multinational Oil & Gas Provider

The Oil & Gas industry is one of the most profitable industries in the global economy, generating revenues of approximately $2.1 trillion in 2021 alone. As the industry grows, Oil & Gas providers have expanded their headcount to accommodate expanding lines of business. Furthermore, an increasingly competitive landscape has led to a stronger emphasis on customer retention initiatives including loyalty programs that reward members with extra perks and benefits.

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

13550

13,550 customer interactions per month

90%

90% Customer Satisfaction (CSAT) scores

29

29 new agents added per year