Loyalty Scheme Support Center Outsourcing
Industry: Public Transport / Real Estate
Key challenges:
- Full Outsourcing scope with 365 days coverage
- KPIs
- No. of receipt per head
- Error rate
- Daily report submission
- Headcount and resources flexibility (i.e, promotional events and seasonality etc.)
Solutions:
• Provide infrastructure for the support center from office space to IT support
• Ensure operations support in terms of documents verification and approval
• Assist the retail marketing team in preparing customer reply for self-earn or promotion disputes
• Backend data verification and validation
Results:
✓ Achieved 100% of KPIs in all areas
✓ Deployed contingency measures by launching WFH during outbreak of COVID-19
✓ Successfully double up the team size and resources due to business needs within 1 week
✓ Fulfill all ad hoc headcount request (up to 6 on top of 4 basic request)
✓ Apply e-attendance system for check-in and check-out
✓ Ensure consistency of services by securing 3 committed supervisors for management
✓ Above 70% retention rate
