Scicom Delivers ''Total Customer Delight'' with Workforce Optimization Software from Witness Systems
September 14 2006 - 8:50AM
Business Wire
Scicom (MSC) Berhad, a leading business process outsourcing (BPO)
specialist, announced today that the implementation of a call
recording and quality monitoring solution from Witness Systems has
delivered significant benefits to its bottom line and assisted the
company in delivering on its "Total Customer Delight" imperative.
Witness Systems (NASDAQ: WITS) is a leading global provider of
workforce optimization software and services. Based in Malaysia
with offices in India and the US, Scicom is one of the largest
employers in the contact center outsourcing industry in Malaysia.
The group manages contact centers and related back-office functions
in the Asia Pacific region for global multinationals in the mobile
handset, airline, gaming, telecommunications, oil and gas, and IT
hardware industries. With multiple contact centers in Asia, the
company handles interactions from 35 countries globally in 24
languages, as well as English language support for the UK,
Australian, and US markets. Scicom's corporate motto is "Total
Customer Delight" - a pledge to its clients that it will provide a
consistently high level of service and ensure their customers'
satisfaction. "Our relationship with Witness Systems has proved
invaluable to our success," says Leo Ariyanayakam, Chief Executive
Officer of Scicom. "As a leader in offshore business process
outsourcing, we rely on Witness Systems to help us deliver on our
'total customer delight' imperative. The Witness Systems solution
is reliable, easy to use and allows us to reduce costs and improve
operations. Overall, this enables us to gain an edge in an industry
known for its competitiveness." Ariyanayakam has always looked to
technology as the enabler of competitive advantage and future
growth. The company turned to Witness Systems for a solution that
would also enable it to roll out a comprehensive quality monitoring
program. The objective was to gain visibility into its customer
service processes, enable more effective training of agents, and
optimize the overall customer experience. "Our selection of the
Witness Systems call recording and quality monitoring solution was
based on the company's solid reputation for quality, reliability
and service," adds Ariyanayakam. "Because so many of our clients
are global organizations, we needed to partner with a recognized
and highly-visible company, whose solutions we could trust. Being
able to tell our clients that we use market-leading technology is
important to our long-term success." Recording and quality
monitoring drive efficiencies, deliver intelligence Following a
thorough evaluation period, Scicom selected Witness Systems'
full-time call recording with quality monitoring solution for its
1,400 agents. The system allows Scicom to reliably capture all
customer interactions, and retrieve and evaluate them as required.
The phone conversations can be searched and retrieved using a
variety of selection criteria. This information helps Scicom ensure
that agent performance is consistently monitored and improved,
service processes are maximized, and customer satisfaction is
optimized. Ariyanayakam explains, "Witness Systems allows us to
gain a better understanding of our customers and the interactions
we have with them. By recording and storing calls, the right people
in the organization can review and act on this customer
intelligence. Put simply, the Witness Systems solution enables us
to make more insightful business decisions and serve our customers
more effectively." Benefits in training processes Today, every call
received within Scicom's customer contact centers is recorded and
stored. This is particularly beneficial from a training
perspective. As part of the organization's training program, agents
are audited several times a month. This information is used to
review staff performance and allocate individual quality scores.
Based on these scores, agents are provided with necessary follow-up
training, which can include reviewing best-practice calls selected
from the recordings. Quality scores are also used to determine
quarterly bonuses. Additionally, the software is leveraged for new
hire training. This allows for a more hands-on, practical approach
to the induction of new agents. Says Ariyanayakam, "Witness Systems
forms the backbone of our entire training program. It provides a
development framework for our staff and ensures they become more
effective in their calls." Complaint resolution simplified Because
every call is recorded and can be reviewed on demand, the process
of managing customer complaints is also simplified. For example, if
a customer is unhappy with his or her Scicom experience over the
phone, the appropriate manager can review the call and provide
objective feedback to the agent involved. This allows Scicom to
more effectively handle customer issues, maximize opportunities for
resolution, and take steps where possible to avoid similar
incidents in the future. Ariyanayakam explains, "Both our
organization and our customers benefit from the ability to review
calls in this way. The Witness Systems solution allows us to reduce
complaints and minimize disputes, because agent performance can be
quickly modified where necessary. It also takes the guesswork out
of interacting with customers, because we can virtually relive the
experience they had." Return on Investment Realized The solution is
delivering significant benefits to Scicom's bottom line. A key
saving is in supervisor time and efficiency. Ariyanayakam says,
"Without Witness Systems, we would need to have supervisors listen
to calls in real-time. As you can imagine, this is an extremely
expensive and largely manual process. Witness Systems allows us to
automate and streamline this process resulting in significant
reduction in operational costs for Scicom." Ariyanayakam also
points to the software as the driver of further savings,
particularly in reducing call time. "As a result of the quality
monitoring and training program, we have reduced call time with
more efficient and effective handling of queries. Using Witness
Systems' technology, we are able to benefit from continual process
improvements in terms of call time, service quality and customer
satisfaction," he adds. Looking to the Future Leveraging software
from Witness Systems, Scicom has positioned quality as the
cornerstone of its business. By maximizing the effectiveness of
every customer interaction it has achieved consistently improved
business performance. Ariyanayakam attributes an element of
Scicom's success to its collaborative partnership with Witness
Systems. "We simply wouldn't be able to conduct our business as
effectively without Witness Systems," he says. "It would be
difficult for us to function without full-time call recording and
quality monitoring in place, and with Witness Systems we have
enjoyed reliability and ease-of-use, along with optimized business
processes and bottom-line savings." About Witness Systems Witness
Systems (NASDAQ: WITS) is the worldwide leader in software and
services that help businesses capture customer intelligence and
optimize their workforce performance. The company's Impact 360(TM)
solution features quality monitoring, compliance and IP recording,
workforce management, performance management and e-learning.
Primarily deployed in contact centers - as well as the remote,
branch and back offices of global organizations - the workforce
optimization solution captures, analyzes and enables users to share
and act on cross-functional information across the enterprise. With
Impact 360, organizations can improve interactions and the
underlying back-office processes that enhance the customer
experience and build customer loyalty. For more information, visit
us at www.witness.com. Cautionary Note Regarding Forward-looking
Statements: Information in this release that involves Witness
Systems' expectations, plans, intentions or strategies regarding
the future are forward-looking statements that are not facts and
involve a number of risks and uncertainties. They are identified by
words such as "anticipates," "expects," "intends," "plans,"
"believes," "estimates," and similar expressions. These statements
are based upon information available to Witness Systems as of the
date of this release, and the company assumes no obligation to
update any such forward-looking statement. Forward-looking
statements believed true when made may ultimately prove to be
incorrect. These statements are not guarantees of future
performance and are subject to risks, uncertainties and other
factors, some of which are beyond our control and may cause actual
results to differ materially from our current expectations. Some of
the factors that could cause actual future results to differ
materially from current expectations include fluctuations in
customer demand and the timing of orders; the company's ability to
manage its growth; the risk of new product introductions and
customer acceptance of new products; the rapid technological change
which characterizes the company's markets; the risks associated
with international sales as the company expands its markets,
including the risks associated with foreign currency fluctuations;
the ability of the company to complete and integrate successfully
any acquisitions or investments it may make; and the ability of the
company to compete successfully in the future, as well as other
risks identified under the caption "Management's Discussion and
Analysis of Financial Condition and Results of Operations" in the
company's Form 10-K for the year ended December 31, 2005 and its
Form 10-Q for the quarter ended March 31, 2006, as filed with the
Securities and Exchange Commission. Additional risks that could
cause actual future results to differ materially from current
expectations include the risk of management distraction and other
consequences that might result from the review of certain option
grants and option granting practices described in the Current
Report on Form 8-K filed by the Company on August 11, 2006 and
related developments. Witness, Impact 360, Improve Everything and
the Witness logo are the trademarks (registered or otherwise) of
Witness Systems, Inc. protected by laws of the U.S. and other
countries. All other trademarks mentioned in this document are the
property of their respective owners.
Witness (NASDAQ:WITS)
Historical Stock Chart
From May 2024 to Jun 2024
Witness (NASDAQ:WITS)
Historical Stock Chart
From Jun 2023 to Jun 2024