Dimension Data announced that it has been appointed as the IT partner to Malaysia’s leading collection agency. Under the agreement, Dimension Data will be responsible for the creation of an omnichannel contact centre and implementation of unified communications infrastructure for over 100 sites nation-wide.
As one of Malaysia’s key service providers, the company’s priorities include ensuring fairness and effectiveness in the collection system, and customer satisfaction through the delivery of its services. Hence, it needed a new contact system to improve operational effectiveness and eventually, customer experience.
In order to deliver a seamless omnichannel experience for the client, Dimension Data held a strategic discovery workshop to fully understand the business needs. This approach led the team to design and implement a contact centre with workforce management and virtual customer assistance. The results were reduced operational costs by 20 per cent, improved employee productivity, efficient forecasting and resource planning to meet service level goals.
The new contact centre is reported to be highly stable, available and user-friendly, leading to an overall performance level by 30 per cent. The company also saw reduced risks, with full redundancy incorporated by design to avoid a single point of failure, and improved end-user satisfaction from the contact centre’s expanded services and capabilities.¬
“We are excited to be working with one of Malaysia’s most important government agencies, one that has constantly strived to provide excellent services and implement an integrated and transparent system,” said Henrick Choo, (pic) Country General Manager at Dimension Data Malaysia. “We are committed to keeping them at the forefront of innovation, by leveraging industry-leading technologies and implementing infrastructure that evolves with their business needs and customer demands, to drive a positive and integrated user experience.”