Client # 1 - Telecommunications Our client is one of the top three telecommunication providers in Malaysia. The telecommunication services they offer are cutting-edge and lead the Malaysian telcos. With a subscribership base of more than 2 Million, our client places service performance above all else. Their contact center is rapidly achieving best-in-service status. In 2004, our client had introduced a refined set of principles and values and faced the task of successfully introducing and internalizing these principles and values into the contact center staff. ATCEN was commissioned to roll out a series of indoor and outdoor based training initiatives. Utilizing customized and highly creative approaches, ATCEN successfully conducted workshops and activities to the entire Customer Service division which comprised of 470 individuals. This project resulted in improved communications and collaboration across the division with staff satisfaction levels spiking.
One of the largest total express logistics and freight solutions in the world, our client orchestrates successful deliveries of items to all corners of the globe. The Malaysian contact center operation is a multiple award winner with stellar levels of customer service. In line with streamlining operations and a regional initiative to introduce higher performance standards, the Malaysian contact center embarked on a performance optimization project to maximize available resources. ATCEN provided consulting services in workforce management and utilization optimization that increased utilization levels by 30% with no adverse effects to contact center service levels.
The Customer Value Creation team of a leading FMCG manufacturer and distributor based in Singapore oversees customer service operations in the Asia Pacific region. ATCEN was appointed to provide training and content development assistance in enhanced service delivery to all the respective countries under the administration of the regional office. This project culminated in the successful development of a highly customized service delivery training program in multiple languages to suit the needs of the respective countries. This trans-disciplinary training program has been in active use since 2003 at our client’s respective regional offices and has seen a high return in customer satisfaction and employee motivation and productivity levels.
Our client is one of the most prominent banks in Malaysia with one of the most extensive network of branches. Since late 2002, ATCEN and members of its team have actively served in multiple capacities both in training of its human capital and consulting within its integrated contact center. To date, ATCEN has provided consulting services in performance management at its contact center and have continuously been requested to train in the areas of customer service, sales, teambuilding and motivation. ATCEN has had the privilege of developing and working with more than 1,500 different individuals ranging from senior managers to dispatch personnel at this bank. |