Capacity Building (Consulting)
Building and Enhancing the Growth & Success Capacity of your Business
Managing a successful business in any industry requires continuous improvement and enhancement of various company processes leading to organization success. ATCEN, provides hands-on capacity building services that help companies develop and optimize their business processes.
Our Capacity Building services is divided into three main categories: Organizational Strategy Enhancement, Enterprise Customer Experience and Contact & Customer Interaction Centre.
By consulting with you on each of these four categories, as well as their intersection, we’re able to help your company develop the capacity for your organization growth.
Past/Current Client Engagements
Amanah Raya Berhad
Service mindset and Delivery transformation for branches and Contact Centre.
Consulting, Training and Auditing their new Contact Centre setup.
Bank of China
Developed the service behavior for front line staff in Malaysia and trained BOC Trainers from China on implementation.
Develop and conducted the SEA regional customer experience initiative, including Train the Trainer and Manuals.
Front Line and Contact Centre transformation and roll out Regionally. This was delivered during CIMB group restructuring in 2006-2007.
Service Mindset and Transformation for Front Line and Contact Centre branding. Assist in the development of the SME Business Sales Division.
Regional trainer for their global customer initiative.
Process improvement and training development of Customer Interaction Centre.
Etiqa (ETiQa Takaful)
Supported the re-branding of Maybank Ageas to ETIQA. Involved in Value and CX immersion of Branches and Contact Centre.
Employees Provident Fund (KWSP)
Part of KWSP Transformation Implementation. Managed the People and Mindset Segments of the Project. Been involved since 2010 and ongoing.
Hong Leong Bank
Developed and Trained the Touch CX Spirit in HLB.
Improving the CX experience and Contact Centre process for the global operations.
Upskill and Develop the SME Division employees and partners. Includes digitalization education of the various platforms as Maxis becomes a technology company. Been involved since 2016 and ongoing.
Setting up of Maybank Group Contact Centre with Hewlett Packard as the Project Leader.
SP Setia Bhd
Developing and enhancing the CX and interaction process in HQ and Branches.