CONNECT CENTRE

SERVICES

Customer Service is of utmost importance in the delivery of a Customer Experience, and is applicable across all businesses and industries. Connect Centre, as the seamless bridge between your business and your clients, helps drive the reputation and ultimately the sustainability and growth of your business through great customer experience and long-term loyalty.

Our call centre service agents understand your business, are patient and empathetic, and are equiped to deliver solutions through simplied guidance. Each is well trained with effective customer interaction skills and will consistently deliver across your customer service needs.

In additional to our 24 x 7 operating hours and best-in-class omni-channel contact centre platform, we adopt the following to ensure our callers enjoy a 5 star Customer Service experience:

 

• Call agents with a warm, pleasant personality, and eloquent in our local languages.
• All calls answered within 1-3 rings.
• Interim solutions suggested / situational updates made in cases where “First Call Resolutions” cannot be achieved, and further actions are required.
• Timely escalations via “Warm Transfers” made directly to an identified Person-In-Charge.
• Prioritisation of critical issues reported, especially related to public facility and building facility matters.
• Periodic reports with traceable, measurable and auditable data.
• Post-call customer satisfaction surveys to understand the end users’ met/unmet needs, and to identify opportunities for continuous improvement.