Scicom was named as a Representative Vendor in the Gartner Market guide for Customer Management BPO Service Providers 2019
Scicom Business Process Outsourcing (BPO)
Market Dynamics
Sustained economic growth in most Asian countries has resulted in strong consumer markets and rising expectations for customer care. In response, BPO support discussions have shifted from being primarily cost-based, to prioritising delivery of enhanced customer experiences, building trust and loyalty, and increasing customer retention. Recent global developments have revealed that the industry’s support operations are largely unprepared for events that disrupt on-the-ground support operations and day-to-day business - be they natural disasters or new opportunities.
What our clients say
OUR SOLUTIONS
Our team of BPO experts draw on many years of experience to create value and deliver better business outcomes, whether client needs are for:
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Engaging customer experiences across multiple channels and markets, in all your customers’ languages
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The seamless adoption of digital and automated processes
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Coping with unpredictable growth or events with minimal disruption to customer care operations
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Innovations to ensure continued progress in productivity and scalability
Multilingual Multichannel Experiences
Phone, email, chat, video chat, and social media support in 50 languages - providing positive customer experiences to earn the trust of your non-English speaking and limited-English-proficient customers
Robotic Process Automation (RPA)
Solutions to enable the automation of your front, middle and back-office processes, effectively blending agent-driven & digital customer experiences and utilising your legacy systems in a modern way
Chatbots & Virtual Assistants
Solutions to automate and streamline interactions between customers and your services, enhancing your overall customer experience. Custom solutions can be developed to automate FAQs, increase sales and qualify leads.
Social Media Customer Care
Leading social media management tools and solutions to engage with customers 24/7, with valuable customer sentiment insights to improve engagement and retention levels
Premier Customer Care
Proactive, outcome-focused support to help reinforce brand values and build loyalty with high-value customers at every interaction
Technical Support
Highly differentiated troubleshooting, monitoring, and maintenance support to create positive, user-friendly brand experiences, and enhance customer loyalty
OUR DELIVERY
Scicom Global Connect: Reliable Remote CX
Scicom Global Connect provides clients from all over the world with an effective solution for recruiting, training, and managing remote support teams while ensuring an exceptional level of service across all channels.
Digital Recruitment
Seamless recruitment of remote resources for any language or headcount requirement
Virtual Training
Delivery of top-notch soft-skills and client-based training to ensure high CSAT scores across all channels
Remote Agent Management
Tried & tested SOPs to ensure optimal agent productivity and lower employee attrition
Top Notch Security
Client and customer data security is our #1 priority. We use the latest ISMS standards, technology and practices to ensure data confidentiality and limit access to vital personal and company information.
Why Scicom?
We deliver the most effective and complete multi-lingual omnichannel CX solutions
Transforming the contact centre to provide a frictionless cross channel customer experience is our core competency. Helping us achieve this is our unparalleled experience and understanding of the cultural, linguistic, socio-economic and technology factors that impact CX preferences across Asia and worldwide.
We get results, and we get them quickly - First time, everytime and all the time
We have a proven track record of outstanding execution, achieved through a relentless pursuit of quality. This assures better business outcomes, higher first call resolution and service levels, increased customer satisfaction, as well as more productive and happy staff with industry low attrition rates - all backed by our globally recognised SCP (Service, Capability & Performance), ISO 9001 (Quality Management System) and ISO 27001 (Information Security Management System) certifications.
We pride ourselves on being the easiest and most responsive BPO to do business with
From first contact, we aim to be the easiest, most versatile and most innovative to do business with, at your side for your end-to-end customer journey, thus enabling continuously improving operational and workforce efficiencies.
Our simplicity and effectiveness are personified by our our Omni-Channel Easy Access Network (OCEAN), which enables us to optimise the transfer of voice and data to and from the web, Telco providers and client data centres. Using OCEAN, we ensure top quality interactions and the highest levels of continuity whilst reducing bandwidth costs, while also being able to monitor the availability and quality of inbound voice calls from dial tone to agent, enabling earlier the identification and resolution of issues.
Why Malaysia
For Scicom, establishing our BPO operations centre in Malaysia in 1997 was a strategic decision, driven by our core mission to deliver high quality, pan-regional English, and Asian multi-lingual customer care and CX services. Malaysia is a BPO hub, home to a dozen Global and Malaysian BPOs and several large MNC in-house Care centres, which provide employment to tens of thousands of multi-lingual staff. Malaysia was recently ranked as the 3rd best BPO destination in the world (2017), with the BPO market expected to grow at a compounded annual rate of 7.9% to a value of US$1.4 billion by the end of 2021. Some of the key factors that make this market so attractive for BPO services are:
Highly-skilled, Multi-Lingual Workforce
The Malaysian workforce is highly educated, with approximately 300,000 Malaysians graduating from local institutions of higher education each year. Malaysian nationals invariably speak at least two (2) if not three (3) languages including Bahasa Malaysia, English, Mandarin and Cantonese, making it an ideal global hub for companies with pan Asian-based operations. Given the Government's support for foreign knowledge worker visas and Malaysia’s own multi-lingual population, Malaysia is also an excellent place to hire foreign knowledge workers who have the same accent as your customers. Scicom alone has more than a thousand native-speakers from more than fifty (50) nations who speak Japanese, Korean, Chinese (Mandarin and Cantonese), Vietnamese, Thai, Bahasa (Malaysia and Indonesia), Arabic, English and other European and African languages.
Government Support & Legal Environment
The Malaysian government has undertaken various initiatives to develop the domestic BPO industry. The National Key Economic Area (NKEA) for Business Services focuses on building globally competitive outsourcers, with a target of creating value-add BPO jobs in Malaysia. This initiative is championed by Multimedia Development Corporation (MDeC) and Outsourcing Malaysia. Furthermore, Malaysia has enacted strict intellectual property (IP) protection laws, being a member of the World Intellectual Property Organisation (WIPO), as well as a signatory to both the Paris and Berne conventions that govern IP rights, while also adhering to the European Union General Data Protection Regulations (GDPR).
Safe Environment with Modern Infrastructure
Malaysia is absent of natural events such as typhoons and earthquakes which can severely disrupt BPO operations in other Asian locations, while also ranking 35th out of 140 countries in the World Economic Forum's 2019/2020 Report's "Infrastructure" ranking, which is largely due to its extensive transport, utility and telecommunications infrastructure.
