End to end Customer ExperienceManaged Services

We’re all about making sure the Customer Experience is great. We think if we get the experience right, revenue and profits will follow. We’re very much focused on the experience right now.
~ Tim Cook

Customer Experienceby Design

Our approach to building exceptional customer experience is based on 3Ds – Discover, Design and Deliver.

  • Customer Experience-By Design’ is our holistic approach to deliver outstanding and consistent customer experience and process
  • The secret lies in tailoring the customer experience and processes on the basis of a brand’s promise to its customers to ensure their allegiance,
  • Then comes the technology and the ability to interface the customer engagement platform with the other back-end systems to provide seamless interaction

The facets of our approach can be divided into three areas, Discover, Design and Deliver.
Discover is to ensure that we understand your business, your products and services and your customer. It will not work without proper understanding as customer experience is not a department or a function but it is the business itself. This discovery takes the form of:

  • Workshops & Interview sessions
  • Questionnaires
  • Surveys

Once we understand your business, we proceed to Design the experience. We use the discovery results which in many cases will have a full customer journey map to help is in this. We focus on the people, process and technology involved but also include aspects of organizational culture as well.
Finally, we will Deliver the experience. This may require training interventions, workshops, systems, change management, culture change, and many other challenging activities but necessary if we are to deliver not just improved, but superior customer experience.

Experienced Practitioners

Our team of experienced practitioner consultants don’t just talk, we walk the talk. We have diversed experiences in many industries such as telecommunications, financial services, consumer, technology but customer experience and customer service is our heart. We’ve worked in and worked with many organizations in turning their customer experience around that we are very sure we can help your organization.
Our consultants have delivered many projects involving:

  • Customer Relationship Management Strategy Development and Business Transformation implementation;
  • Strategic Customer Experience Management Development and Implementation through an integrated approach of ‘Voice of Customers’; ‘Voice of Processes’; and ‘Voice of Employees’ strategies;
  • Business Process Redesign, using ‘Six Sigma’ methodology and cross functional improvement teams;
  • Multi-media Contact Centre & Channel Management strategies and full operational set up, implementation and managed services;
  • Human Performance Improvement Design, Development and Implementation;

Managed Contact Centers

We provide managed contact center BPO services from as small as 5 seats to 200 seats. Whether you require a pure-voice service or a mix of digital non-voice (chat, social media), we can deliver through our two delivery sites and redundant cloud and on-premise solutions along with off-site BCP and DR sites within Klang Valley or Iskandar Puteri Johor.

Common core languages available include English, Bahasa Malaysia, Bahasa Indonesia, Mandarin, Cantonese and Tamil. We are also currently providing specialized East-Asian languages such as Japanese, Korean, Vietnamese and Khmer.

Contact Center Expansion or Overflow

Looking to expand but run out of space? We also provide overflow, second site and BCP services to our clients. With redundant power, generator onsite with multiple network connections available, our Bangsar South office is perfectly suited to provide your business with a growth and assurance needed.

Our Iskandar Puteri, Johor site is also available for Singaporean near-shore or alternate Malaysia site operations. Just 50 minutes away from Singapore CBD, it is ideal for any Singaporean operation looking for cost-effective expansion.

East-Asian Languages

Expanding into Asia? If you’re an organization with a operational contact center that needs East-Asian language support such as Bahasa Malaysia, Bahasa Indonesia, Mandarin, Cantonese, Korean or Japanese, look no further.

We’re able to integrate with your existing telephony and CRM systems to allow us to function virtually as a single site within your organization and provide language and even follow-the-Sun operation for global 24×7 support cost-effectively.