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Regional E-Commerce Player

BPO Solutions

Regional E-Commerce Player

The global e-commerce market is expected to be worth USD6.5 billion by 2023, and while the majority of companies see this as an opportunity, a lot are frustrated by the prospect of dealing with outdated platforms and the complexity of managing multiple retail channels. In light of this, comprehensive online retail strategies are required, with a detailed understanding of how customers shop, what they buy and how they respond to new technologies.

Client

Scicom’s client is one of the largest E-Commerce players in the ASEAN region. Since its inception in 2009, it has grown to serve customers across Malaysia, Singapore Thailand, Taiwan, Indonesia, Vietnam and the Philippines. In line with our client’s rapid growth, Scicom were able to provide a nimble, skilled and dedicated team to provide omnichannel support to its customer base.

SOLUTIONS PROVIDED
Effectively transitioned client contact centre operations from the previous in-house operator
Set up a multi-channel contact centre to support customer enquiries on products, delivery status, complaints and refunds.
Revamped existing contact centre processes and work instructions to improve the overall customer experience.
Deployed the Recruit Right and Employee Engagement programmes to lower support staff attrition
KEY outcomes
First Call Resolution
Support staff were equipped with better issue identification and problem-solving skills to improve the FCR by 40% across all channels
Improved Customer Insights
Provided insights and recommendations to address the inefficiency of client internal processes which were impacting the customer experience
Enhanced Customer Experience
Scicom were able to provide improved scripts for email & chat to enhance the overall customer experience by 30%, and reduce complaints from 10 per 11,000 to 1 per 15,000 transactions
Results

250

Ramped up operations from 30 to 250 staff in 15 months

7M

7 million transactions handled since deployment

90%

Customer Satisfaction scores above 90% across all channels

What our clients say

I would like to express my sincere appreciation for the professional & high-touch service that has been provided so far. The entire process of getting the plan off the ground from the first introductory meeting to onboard the first batch of customer service agents only took less than a month and it was a seamless experience. What sets Scicom apart from the rest? A down to Earth management team that listens to employees and strives to provide the best working environment for the team which converts into high quality service for their clients.          

Regional E-Commerce Player