WHAT OUR CLIENTS SAY ABOUT US
 

CCM is professional in delivering results and is well-versed with the outsourced contact centre industry demands and requirements. All our workforce are well equipped with the skill-sets to deliver quality and attentive service to our customers contributing to the incressed brand loyalty and customers’ satisfaction which is evidenced by compliments received.

We are glad to work with CCM as it has played a vital role in the growth of our organisation.

Senior Manager, Telecommunications company

 

Customer Connect Malaysia's management team is able to present creative ideas and communiate them effectively to the front-liners. They successfully developed methodologies and strategies for our project that resulted in increased revenue.

Customer Connect Malaysia Sdn Bhd is a team focus on results and would be a stellar asset to your organization.

Manager, Insurance provider

 

Customer Connect Malaysia Sdn Bhd (CCM) is our business partner who plays a major role in providing and running the outsourced call centre since May 2015. We are extremely satisfied with the services provided by CCM throughout our partnership as our solution provider.

CCM plays a major role to ensure that all the inbound calls made by our customers are handled appropriately with the agreed timeline. During the tenure of our partnership, we saw that our customers’ calls for enquiries, requests and complaints are being attended promptly and as a result it has assisted us in reducing abandoned calls.

CCM distinguished themselves by consistently providing well planned and systematic results to us. Given their dedication and energy, they have been a huge asset to us with the well-trained front line and back end management team working together to ensure smooth running of the outsource call centre on the daily basis.

They have been accommodative to our needs and requirements and therefore we will not hesitate to recommend them, Customer Connect Malaysia to other organization for their services.

General Manager, National Utilities Provider

Case Studies

1 - Inbound Customer Service for National Utilities Provider Industry


Client commissioned an inbound customer service team of 27 headcounts and CCM achieved the following milestones:

Project was renewed for a second term way before the end of the initial contract

Client requested for inclusion of other services as part of the whole Contact Centre experience for their customers


And CCM acquired the confidence of the client by showing results since day one and they are:

100% achievement of required headcount from day one

100% achievement of targeted service level for the first three months

Achieved optimised AHT level (average handling time) by month 3 of operations

Quality of Agent interactions achieved above target since day one, by the end of the 3rd month, the quality score is at least 5% above target

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