New and Innovative Touchpoints that Delight Customers!

Client:
Sacombank SBS Company

Challenge:
Sacombank SBS Company were experiencing high office infrastructure costs and human resource pressure due to customer demands requiring an automated and intuitive call centre system to provide an additional touchpoint that would delight customers.

SGH Innovative Solution:
SGH Asia was responsible for the complete design and development of the new call centre facility including all necessary information and communication technology (ICT) infrastructure; project planning; call centre script setup; system installation and testing; as well as user training. This provided the client with a best-in-class call centre facility and operation to exceed growing customer demand and service expectations.

Results:
This project provided the client with a call centre solution which incorporated functionality such as automated attendant, call recording, call queuing, call monitoring, conference bridging, and software automation for outgoing and incoming call processing. This resulted in significantly reduced office infrastructure costs and human resource optimization, while also greatly increasing customer service, retention, and acquisition success rates.

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