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Scicom named us a Representative Vendor in the Gartner Market guide for Customer Management BPO Service Providers 2019

Scicom Business Process Outsourcing (BPO)

Market Dynamics

Sustained economic growth in most Asian countries has resulted in strong consumer markets and rising expectations for customer care. Its not surprising therefore that Customer Care discussions have shifted from being primarily cost-based, to being more focused on the delivery of enhanced customer experiences, building trust and loyalty, and towards customer retention. 

In support of this shift, whilst live voice and chat services continue to be the preferred channels of most customers, we see increasing use of automated services supported by AI and Robotic Processes, and a greater emphasis on innovation in the areas of service visibility, business intelligence and productivity management. Despite these developments and an increasing demand for better customer care in emerging markets however, some companies still lack a strategic approach to pan Asian Customer Care. 

 

OUR SOLUTIONS

Our team of BPO experts draw on many years experience to create value and deliver better business outcomes, whether client needs are for:

  • Engaging customer experiences across multiple channels and markets, in all your customer’s languages

  • The seamless adoption of digital and automated processes 

  • Coping with unpredictable growth or events with minimal disruption to customer care operations

  • Innovations to ensure continued progress in productivity and scalability

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Multilingual Multichannel Experiences 

Support in 40+ languages for all time zones, major languages and dialects - across phone, email, chat, video chat, and social media

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Robotic Process Automation (RPA)

Solutions to enable the effective automation of your front, middle and back-office processes, with communication between all relevant platforms

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Chatbots & Virtual Assistants

Designing and deploying chat bots (text bots) to automate and streamline enquirers.  Custom solutions can be developed to automate FAQs, increase sales and qualify leads.

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Social Media Customer Care

Our teams specialise in Social Customer Service, Social Marketing, and Social Selling. With leading social media management tools, we can listen, measure and manage customer sentiment.

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Premier Customer Care

Proactive, outcome-focused support to provide personalised attention and an elevated level of response to your high-value customers. 

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Technical Support

Troubleshooting, monitoring, and maintenance support for all systems and networks to address the root causes of all technical support issues

Why Scicom?

We deliver the most effective and complete multi-lingual omnichannel CX solutions

Transforming the contact centre to provide a frictionless cross channel customer experience is our core competency.  Helping us achieve this is our unparalleled experience and understanding of the cultural, linguistic, socio-economic and technology factors that impact CX preferences across Asia and worldwide.  

We get results, and we get them quickly - First time, everytime and all the time

We have a proven track record of outstanding execution, achieved through a relentless pursuit of quality.  This assures better business outcomes, higher first call resolution and service levels, increased customer satisfaction, as well as more productive and happy staff with industry low attrition rates - all backed by our globally recognised SCP (Service, Capability & Performance), ISO 9001 (Quality Management System) and ISO 27001 (Information Security Management System) certifications.

We pride ourselves on being the easiest and most responsive BPO to do business with

From first contact, we aim to be the easiest, most versatile and most innovative to do business with, at your side for your end-to-end customer journey, thus enabling continuously improving operational and workforce efficiencies.

Our simplicity and effectiveness are personified by our our Omni-Channel Easy Access Network (OCEAN), which enables us to optimise the transfer of voice and data to and from the web, Telco providers and client data centres. Using OCEAN, we ensure top quality interactions and the highest levels of continuity whilst reducing bandwidth costs, while also being able to monitor the availability and quality of inbound voice calls from dial tone to agent, enabling earlier the identification and resolution of issues.

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What our clients say

Dedicated and Responsive; two words I would use to describe the leadership team at Scicom.

Large Domestic Financial Institution

Partnering with Scicom has provided an efficient and flexible solution to our outsourcing requirements. Their contribution towards the global customer contact center operation is quite impressive, the team has consistently delivered levels of commitment, domain expertise, technical skills, reliability and quality of service over the last several years. We would like to thank Scicom for exceeding our expectation and the continues support throughout.

Regional Airline Carrier

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

Scicom has always exhibited a very high level of commitment and capability in providing great service delivery and excellent overall management of our multi-lingual, multi-channel customer contact centres which has made them one of our preferred partners for outsourcing requirements. Over the last several years, Scicom have always been extremely supportive and flexible in providing solutions that cater to the ever-changing needs of our business and we would like to thank them for their efforts and we look forward to a long and successful partnership with them.                   

Global Consumer Electronics Manufacturer

Scicom has been an excellent partner over the past 5 years. They have continuously demonstrated their expertise in the realm of multi-lingual customer contact centers.

Major US-based Global MNC in Engineering & Healthcare
Why Malaysia

pictureFor Scicom, establishing our BPO operations centre in Malaysia in 1997 was a strategic decision, driven by our core mission to deliver high quality, pan-regional English, and Asian multi-lingual customer care and CX services. Malaysia is a BPO hub, home to a dozen Global and Malaysian BPOs and several large MNC in-house Care centres, which provide employment to tens of thousands of multi-lingual staff. Malaysia was recently ranked as the 3rd best BPO destination in the world (2017), with the BPO market expected to grow at a compounded annual rate of 7.9% to a value of US$1.4 billion by the end of 2021. Some of the key factors that make this market so attractive for BPO services are:

Highly-skilled, Multi-Lingual Workforce

The Malaysian workforce is highly educated, with approximately 300,000 Malaysians graduating from local institutions of higher education each year. Malaysian nationals invariably speak at least two (2) if not three (3) languages including Bahasa Malaysia, English, Mandarin and Cantonese, making it an ideal global hub for companies with pan Asian-based operations. Given the Government's support for foreign knowledge worker visas and Malaysia’s own multi-lingual population, Malaysia is also an excellent place to ​hire foreign knowledge workers who have the same accent as your customers. Scicom alone has more than a thousand native-speakers from more than fifty (50) nations who speak Japanese, Korean, Chinese (Mandarin and Cantonese), Vietnamese, Thai, Bahasa (Malaysia and Indonesia), Arabic, English and other European and African languages. 

Government Support & Legal Environment

The Malaysian government has undertaken various initiatives to develop the domestic BPO industry. The National Key Economic Area (NKEA) for Business Services focuses on building globally competitive outsourcers, with a target of creating value-add BPO jobs in Malaysia. This initiative is championed by Multimedia Development Corporation (MDeC) and Outsourcing Malaysia. Furthermore, Malaysia has enacted strict intellectual property (IP) protection laws, being a member of the World Intellectual Property Organisation (WIPO), as well as a signatory to both the Paris and Berne conventions that govern IP rights, while also adhering to the European Union General Data Protection Regulations (GDPR).

Safe Environment with Modern Infrastructure

Malaysia is absent of natural events such as typhoons and earthquakes which can severely disrupt BPO operations in other Asian locations, while also ranking 35th out of 140 countries in the World Economic Forum's 2019/2020 Report's "Infrastructure" ranking, which is largely due to its extensive transport, utility and telecommunications infrastructure.

Our Expertise

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Airlines

An innovative suite of solutions to enhance the airline customer experience (CX) through all the peaks and troughs of the global travel services business

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Consumer Electronics

Innovative multi-channel support to deliver superior customer experiences across all touchpoints

ecommerce

E-Commerce

Multi-channel support experiences to improve conversion rates and customer loyalty

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Travel & Leisure

Creation of personalised experiences to deliver consistently high support prior to, during and after customer trips