Improved service delivery and service quality enabling client to be recognised at Regional and Global forums for Service Excellence.

1. Case Study
Business Process Outsourcing
Transition and transformation of
Contact Centre Services
For Mobile Telecommunications
Provider
VADS BPO services improved service delivery and service quality
enabling our client to be recognised at Regional and Global forums
for Service Excellence.
Overview
Sector: Mobile Telecommunications
Solution: Inbound Customer Service, Outbound, Transaction Process
Outsourcing
Client: Leading Mobile and Broadband Service Provider in Malaysia
Challenges: Service Levels for Inbound Voice and Customer Registrations as
well as Service Quality
Results: Service Level Improvements by 3 months and Multiple Awards
both regionally and globally for Excellent Service and Management of
Services.
A Company

2. Value Add Through the Years
“I have to write that I am very impressed with
the way you manage your business and that of
your valued clients. I have been in this industry
for 20 years and it’s refreshing to see a BPO
‘walk the walk’ when so many find it easy to
talk a good story but often lack the substance
to support their claims. What also impressed
me is that you are realists – it’s refreshing to
see one of the best in the world (verified though
our global best practice competition) constantly
looking for improvements when so many out
there just talk about their successes and stop
Case Study there. You have amazing people. You clearly
demonstrate industry best practices. You have
Customer Service Transaction Processing a great and solid infrastructure.”
The Challenges The Challenges
The inbound and outbound High volume of transactions and
customer service centre has not accumulated backlogs meant that a Raj Wadwani,
Contact Centre World, President and CEO
been meeting the agreed service centralised processing centre was
levels for the last 6 months. And the needed to offload the traffic seen
rapid business growth of 13.2% at the branches to increase speed
increase in subscribers YoY reduced in activations and reduce data entry The Achievements
adherence to service levels as well as errors. This improvement in process
needed increased efficiency and was also timely as our client’s Contact Centre World Award 2010
transformation of services. subscriber base was increasing (World Finals)
substantially.  Best Workforce Planning Professionals
 Best Contact Centre; Helpdesk
The Solution The Solution  Best Contact Centre; Small
Provide a scalable contact centre Redesign the organisation structure Contact Centre Association Malaysia Award
environment that will be able to and operational methodology that’s 2010
manage increasing customer contact able to manage the high volume  Best Outsourced Service Contact Centre
with 100% adherence to agreed with an improved turnaround time  Best Contact Centre Manager (>100 seat)
service levels. as well as clearing the accumulated
Contact Centre Association Malaysia
backlogs.
Prestige Award 2010
(Career Achievement Award)
The Result The Result  CCAM Industry Professional Development
There was a total transformation of The average processing time for Achievement Award
their contact centre within 6 each application has reduced from Contact Centre World Award 2009
months. Performance has been 45 minutes to 25 minutes. And the (APAC Region)
100% on service levels with response time is now 2 hours as  Best Contact Centre (< 50 seat)
increased volumes consistently, compare to previous 24 hours.
triggering rewards for exceptional Contact Centre Association Malaysia Award
performance. Customer Satisfaction 2009
Level was consistently above 90% of  Best Outsourced Contact Centre (> 100
the top two boxes, with less than 2% seat)
dissatisfied in the bottom box.  Best Outsourced Contact Centre Manager
 Best Contact Centre Telemarketer
A Company