Driving changes from within
Improving on professionalism, efficiency and effectiveness of contact centre / survey operations
Client targets to increase survey sample size through using the same amount of resources and improve customer experience and satisfaction with the aim of minimizing repeated calls.
Developing a clear picture of the environment
Activeo Singapore was selected to perform a business process review to improve the process of survey data collection based on the objective of setting up a contact centre and managing contact centre operation.
Through discussions with the stakeholders, conducting workshops and interviews with the contact centre agents, we classify and quantify their business operations and delivered a list of recommendations highlighting the functional requirements of setting and managing contact centre. Following with that, we provide functional workshops to introduce best practises , train users on refining and improving their daily operations and address business questions.