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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

Dedicated and Responsive; two words I would use to describe the leadership team at Scicom.

Large Domestic Financial Institution

Partnering with Scicom has provided an efficient and flexible solution to our outsourcing requirements. Their contribution towards the global customer contact center operation is quite impressive, the team has consistently delivered levels of commitment, domain expertise, technical skills, reliability and quality of service over the last several years. We would like to thank Scicom for exceeding our expectation and the continues support throughout.

Regional Airline Carrier

I would like to express my sincere appreciation for the professional & high-touch service that has been provided so far. The entire process of getting the plan off the ground from the first introductory meeting to onboard the first batch of customer service agents only took less than a month and it was a seamless experience. What sets Scicom apart from the rest? A down to Earth management team that listens to employees and strives to provide the best working environment for the team which converts into high quality service for their clients.          

Regional E-Commerce Player

Scicom has always exhibited a very high level of commitment and capability in providing great service delivery and excellent overall management of our multi-lingual, multi-channel customer contact centres which has made them one of our preferred partners for outsourcing requirements. Over the last several years, Scicom have always been extremely supportive and flexible in providing solutions that cater to the ever-changing needs of our business and we would like to thank them for their efforts and we look forward to a long and successful partnership with them.                   

Global Consumer Electronics Manufacturer

Scicom has been an excellent partner over the past 5 years. They have continuously demonstrated their expertise in the realm of multi-lingual customer contact centers.

Major US-based Global MNC in Engineering & Healthcare

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:

  • Engaging customer experiences across multiple channels and markets, in all your customers’ languages

  • The seamless adoption of digital and automated processes

  • Coping with unpredictable growth or events with minimal disruption to customer care operations

  • Innovations to ensure continued progress in productivity and scalability

1Customer Management & CX

  • Premier Customer Care: Proactive, outcome-focused support to help reinforce brand values and build loyalty with high-value customers  

  • Technical Support: Highly differentiated troubleshooting, monitoring, and maintenance support to create positive, user-friendly brand experiences  

  • Social Media Support: Leading social media management tools and solutions to engage with customers 24/7 

  • Sales: Optimised sales funnels to generate high sales growth while building customer loyalty and maximising profitability  

  • Fulfillment: Highly effective order processing, portal management and delivery scheduling services that help clients realise cost savings 

  • Multi-channel Support: Compelling customer experiences via any channel to enhance customer trust and loyalty

1Digital Transformation & Intelligent Automation

  • Intelligent Automation: Solutions to enable the automation of your front, middle and back-office processes, effectively blending agent-driven & digital customer experiences  

  • CX Consulting Services: Building sustainable, data-driven customer experience (CX) strategies to create meaningful interactions and increase customer retention 

  • E-Commerce: E-Commerce solutions that leverage data, expertise & technology to accelerate online marketplace growth.  

  • IVR Technology: Advanced IVR phone system technology increase customer satisfaction and seamlessly route calls 

  • Digital Marketing Services: Data-driven digital strategies to influence the metrics that matter and increase leads & sales 

1Back-office Services

  • Back-office: Office support solutions to increase efficiency and allow for better scalability and workflow management 

  • Content Moderation: Real-time content moderation to keep your support channels brand safe and engaging for all users 

  • HR Services: Administrative and strategic HR solutions to provide end-to-end HR management designed optimally to lower costs and increase productivity.  

1Other Services

  • Covid-19 Services: Covid-19 test and vaccination management systems and administration systems for vaccine providers using digital platforms.  

  • Emergency Services: Support services to ensure business continuity and continued operations in times of disruption. 

  • Multilingual Hubs: Integrated network of multilingual support operations leveraging skilled local talent industry best practices.  

Our Proven Approach

Flexible Operating Models 

Flexible operating models tailored to client requirements that deliver bespoke solutions at any scale

End-to-end

End-to-end

Let us run your support operations end-to-end with best-in-class SOPs to deliver exceptional operational performance and the consistent achievement of KPIs

Collaborative

Collaborative 

Manage your support operations internally while leveraging our skilled talent, top notch facilities and shared support services

Workspaces 

Workspaces 

Acquire state-of-the-art working spaces for your support operations with flexible leases and low deposits

Work-from-home

Work-from-home

Deploy a dedicated WFH team using Scicom Global Connect (link) to seamlessly scale up or ramp down your support operations in response to market demands or unexpected events 

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.

Crossdevice isometric illustration
Crossdevice isometric illustration