A multinational F&B conglomerate needed a vendor to support its growing business and offer premium native-only customer experience and consultative selling.
We made Malaysia our base of operations thanks to our Malaysian team’s superior language capabilities. Our talent acquisition experts hired qualified natives and trained them via tailor-made onboarding and training programmes: cultural familiarisation, team integration, premium customer experience methodology. We also focused on developing a strong leadership structure for the team. We built our team from scratch and went from zero to 20 within eight weeks. Within a year, our project expanded to include 40 round-the-clock CX experts supporting Thailand, Hong Kong, Malaysia, Singapore, and China markets. We also exceeded the agreed KPIs on performance for all channels. For the first time in our client’s history, we delivered a perfect score on their Mystery Shopper evaluation.