Telekom Malaysia Gives a Boost to its Business Operations with Ameyo
About the Telekom
Telekom Malaysia Berhad (TM), Malaysia’s broadband champion and leading integrated information and communications group, offers a comprehensive range of communication services and solutions in broadband, data, and fixed-line. As a market leader, TM is driven by stakeholder value creation in a highly competitive environment. The Group places emphasis on delivering an enhanced customer experience via continuous customer service quality improvements and innovations, whilst focusing on increased operational efficiency and productivity
- Limited capability with Legacy Solution
- Less productive conversations
- Absence of Agent monitoring process
- Lack of information security for financial operations
- Maximum outreach and connect rate
- Reduction in call drop & abandonment rate
- Secure customer data
- Improved monitoring and reporting
AMEYO recognized the needs of Telekom Malaysia and worked towards providing for all their requirements. Telekom’s aim is to be Malaysia’s leading new generation communications provider, embracing customer needs through innovation and execution excellence, and AMEYO was the perfect solution to address the challenges. To improve the customer service features like intelligent call routing, IVR to welcome customers, and Voice Logger was provided. All calls would be picked and agents’ time would be used optimally.
Collection operations were conducted with predictive Dialer feature which automates the time consuming manual dialing function, increases talking time significantly, and give agents and supervisors more control over the operations. Intelligent call routing ensured lowest dropped or abandoned calls, eliminated unproductive calls (Answering Machine Detection, busy signals, SIT tones), and managed leads and campaigns intelligently. They were able to handle the collection operations of leading finance and telecom companies across the globe. The requisite security in handling financial data of customers was provided so that customer information was protected.