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Malaysian Satellite TV Provider

Education Solution

Malaysian Satellite TV Provider

As exciting changes continue to disrupt and drive innovation, new technologies and trends provide endless opportunities for growth in the media and entertainment industry. The rollout of fifth-generation (5G) wireless technology will create a host of new opportunities across the media & entertainment sector.  As digitisation reshapes the landscape of this industry, customer touchpoints become vital and customer experience becomes the main driver of a company’s bottom line.

Client

Our client is a Malaysian satellite television provider, operating in Malaysia and Brunei, with over 3 million subscribers nationwide (in 2018). Scicom were tasked with training a pool of specifically profiled graduates to address the needs of our client’s unique customer service culture and range of offerings. The focus was on ensuring the right personnel were equipped with the requisite knowledge, information and skills to address the many challenges faced in a contact centre environment, with Certificates in Contact Centre Operations provided to staff at the end of the programme.

SOLUTIONS PROVIDED
Professional Development Skills: Equipping participants with professional skills such as Time Management, Workplace Grooming and Etiquette and Stress Management.
Customer Service Skills: Customised soft skill delivery and role plays in line with the client’s specific contact centre environment – modules include The Customer Service Mindset, Core Tele-skills & Managing Difficult Customers.
Occupational English: Modules aimed at improving communication skills, i.e. Accent Neutralization, Telephone Handling Techniques, Effective Listening.
Products, Services & Systems Knowledge: Customised content that reflect the changes in client Products and Service offerings, Billing as well as Technical Troubleshooting
Orientation, Buddying & Handover Capabilities: Allowing new staff to sit next to an experienced colleague to listen and learn from him/her helps to hone skills and transfer knowledge.
KEY outcomes
Lower turnover among customer support staff
With a clear understanding of their roles and responsibilities, staff were more productive and eager to engage in the workplace
Consistent client experience across all critical touchpoints
Post-training, participants were able to provide a consistent client experience while exhibiting professionalism when dealing with customer across all touchpoints.
Results

0

0 interruptions in recruitment of qualified customer service executives (CSE) into the system according to given timelines

3%

Attrition levels have dropped to a constant 3% from 10%-15%

100%

100% consistency in the training provided to all new hires