Symphony improves Customer Satisfaction score by 28% With Ameyo

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symphony

Industry: BPO

Region:  Selangor Darul Ehsan, Malaysia

About Symphony

The Symphony Group is one of Asia’s leading business process outsourcing (BPO) outfit and has more than 3,000 clients—from private and public-listed companies to Fortune 500, Global 500, and large conglomerates across Asia–Pacific region. They are a top 100 Global Offshoring Company and the only Malaysian company to be named for three consecutive years in the Global Services 100 list, an annual study recognizing excellence among global service providers published by Global Services/neoIT.

They are located in various parts of Malaysia, Tokyo, Japan and in Bangalore, India, delivering Contact Management, Human Resource, Financial, Corporate Secretarial, Share Issuance, and Registration and Cheque Processing Solutions. The Symphony Group also develops and implements Wealth Management Software Solutions for financial institutions in Malaysia and the region.

Challenges

  • Relied on manual handling of contact center processes
  • Needed to boost business efficiency
  • Required a scalable solution to be flexible with expanding business
  • Needed to improve customer satisfaction

Key Benefits

  • Delivered seamless interoperability between telephony and sales applications
  • Ameyo’s flexibility allowed multisite operation
  • Improved customer satisfaction tremendously
  • Automated dialing processes and increased customer outreach

Ameyo helped Symphony

The easy-to-use interfaces of Ameyo simplified day-to-day operations for all users thereby adding to the efficiency. The solution empowered the agents with complete customer information before the call is connected so that the agent is able to handle the call better. Ameyo powers some of their most critical client processes and helped deliver significant productivity boost for the Malaysia-based BPO.

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Symphony improves Customer Satisfaction score by 28% With Ameyo

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