Customer Experience and Contact Centres have evolved to be multi-channels experiences. To meet the ever increasing demands and complexity of customers needs, ATCEN offers a wide range of advisory services.
Our team comprises highly experienced operations directors, contact centre managers, and professionals with over 15 years of experience. Many are pioneers in the Asian contact centre industry. They have extensive experience in Contact Centre operations, customer experience, digital transformation, process optimization, and performance management.
We assist Global Business Services (GBS), Business Process Outsourcers (BPO), Omni-channel Customer Interaction Centres (OCIC), and Contact Centres to achieve their goals by delivering exceptional customer experience. We strive to support our clients in improving operational efficiency, leading to steady growth and improved results in changing environments.
Our Services are Grouped Into Three Categories
New Operations
For new Contact Centres, we provides end-to-end support from the ground up to maturity. Our services include:
- Contact Centre Strategy Development.
- Site Selection and Design.
- Process and Workflow Design.
- Staffing for Various Positions.
- Technology Selection & Implementation.
- Training and Development.
- Quality Assurance and Monitoring.
- Sustainability Planning.
- Performance Management System.
Existing Operations
For existing Operations, we help you optimize your operations and improve customer experience. Our services include:
- Process Optimization.
- Omni-Channel Management.
- Customer Experience Improvement.
- Channel Integration.
- Workforce Management.
- Employee Engagement for Productivity.
- Wellness and Mental Health.
- Talent Management.
- Outsourcing and Vendor Management.
Established Operations
For established Contact Centres, our team can take your operations to the next level. Our services include:
- Digital Transformation.
- Advanced Analytics and Reporting.
- Customer Journey Mapping.
- Voice of Customer Programs.
- Artificial Intelligence and Machine Learning Integration.
- Contact Centre Consolidation and Migration.
- Global Best Practice Benchmarking.
Our experience in this areas include
Malaysia Largest Provident Fund- Customer Experience Transformation
Challenge:
With the most extensive customer base in Malaysia, they received many complaints about their overall service levels. The CEO sought to enhance their overall service experience and awarded the Project to ATCEN.
Solution:
We have been part of their Customer Experience Transformation since 2005, managing the People development and Mindset Segments of the Project. We also regularly consult with them on their new initiatives and technology improvement. Today, they have received many accolades and is considered a benchmark for CX experience in Malaysia for both the public and private sectors.
Large Malaysian Bank- Rebranding, CX Transformation & Digitalisation
Challenge:
The Bank was undergoing a major re-branding exercise after acquiring a smaller bank. They also took the opportunity to improve their customer experience and digitalized at the same time.
Solution:
We help develop their Customer Experience Spirit within the Bank. The Customer Experience Spirit replaced the brand values proposed by a prominent branding company in the world. We conducted many Customer Experience Initiatives within the Bank, such as Face to Face Service Quality Interactions, Contact Centre Inbound Service Interactions, Credit Card Interactions, Collection Calls Interactions and many others. We designed and implemented training under 3 key strategies – Mindset transformation, engaged working environment and forming the right customer centric DNA. Overall, we trained nearly 95% (6705) of all their customer-facing staff.
Workforce- Management for a Global Express Courier Company Regional Contact Centre
Challenge:
After a series of training, the company highlighted that they were having problems scheduling their workforce in their Contact Centre. They were not able to forecast if their staff force was sufficient to meet their Service Level Agreement.
Solution:
We developed a forecasting tool and analysis tool using Erlang-C for their contact centre. The system was able to take into consideration the local Malaysian factors like our holidays. We populated the tool with their inbound calls and other relevant information. 4 years later, with an expanded team of 3 times, they were still using the same tool. They were Awarded Winners for their Contact Centre in Malaysia and Regionally.
Malaysia Largest Car Distributor - Inbound Customer Service to Full Contact Centre Operations
Challenge:
The organization was seeking to upskill their Distributor outlets across Malaysia. They want to ensure that these selected outlets Owners/ Managers had the necessary skills to sustain and expand their business. Furthermore, the sessions were to build better engagement and brand loyalty with these distributors. Each of the selected outlets sent 1 or 2 participants to be trained in Technical and Product Knowledge (by electronic brands) and Management skills by ATCEN. We covered many personal skills and help improve the leadership skills of the people.
Solution:
Worked with the Customer Service Management Team to align and change their customer service policies. Re-examine their Operation Processes. We also consulted on their Performance Management KPIs. 6 months after we completed the project, they entered a regional customer service award and won.
Universal Bank in Malaysia- Managing Difficult Customers
Challenge:
After merging three banking entities into one, the bank had many different cultures and practices. Furthermore, they faced many challenges from customers because of the integration issues.
Solution:
The Bank decided all their Branch Officers must align to the values and service practices of the new entity. The ATCEN team conducted over 50 sessions to cover over 1300 staff or almost 93 % of the selected staff force.
Large Telecommunication Provider- Improving Corporate Sales Experience
Challenge:
The telco penetration rate into retail customers was good. However, they were not considered a serious contender for large commercial companies. Their Key Account Sales Team must increase their market penetration to corporate clients.
Solution:
Working closely with the Management team, we developed a series of interventions that included workshops, specific role-plays, client visits and a key account process system for all their 80 staff. Over the year, the organisation increased their corporate sales by over 70%.
Large Malaysian Telco- Contact Centre & Service Branches Service Transformation
Challenge:
This telco had launched their new branding. The company had 600 service personnel that needed to internalise the new corporate re-branding values and Customer Experience Initiatives in the newly expanded Customer Experience Department.
Solution:
We conducted a series of large Team Events for all their team members to internalise their new values and create alignment to the new brand. We followed up with intensive customer Service workshops for the branch stores and contact centre.
Top 3 China Bank- Improving the Malaysian Branch Service Experience
Challenge:
They seek a customer service performance rating system for their front-line staff.
Solution:
We developed the front-line customer service rating measurement, which allowed them to accurately measure the quality of the customer service interaction between their customer and Service Officers and Tellers. It was incorporated as part of their Performance Management System. Furthermore, the rating system was translated into Mandarin, and a Train-the-Trainer, was conducted and sent to China for their usage.
Large Malaysian Telco- Contact Centre & Service Branches Service Transformation
Challenge:
This telco had launched their new branding. The company had 600 service personnel that needed to internalise the new corporate re-branding values and Customer Experience Initiatives in the newly expanded Customer Experience Department.
Solution:
We conducted a series of large Team Events for all their team members to internalise their new values and create alignment to the new brand. We followed up with intensive customer Service workshops for the branch stores and contact centre.
Global American Computer & Peripheral Company - Service and Sales Initiative
Challenge:
A brand new Service and Sales initiative have just been role out by US HQ. Initially, it was proposed that American Trainers support Asia’s implementation. Fortunately, ATCEN was selected instead after several rounds.
Solution:
ATCEN served as their regional trainer. We conducted and trained the local staff on their global customer initiative, including Sales and Service Professionals. Furthermore, after the initial sessions, they trusted us to customise the training for the ASEAN Region. This continued for several years until the company was privatised.
Global Internet and TV Service Provider for Premium Hotels -Customer Experience
Challenge:
The company operates worldwide, and all its customer and client calls were routed to Malaysia. However, the team's expertise was in technology support, and they needed more Customer Centricity when serving customers.
Solution:
Working with the Operations Director, their operation processes improved, and the technology-oriented staff became more customer-centric.
