Daythree Business Services

BACKGROUND

Please describe your company and your position there.

Head of Customer Experience at a digital financial institution, with approximate of 400-500 employees serving corporate as well as end users. I am managing customer service quality and performance, user journey enhancement, merchant support and overseeing SME on-boarding.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Daythree Business Services?

Migrating a shared-service call centre require an experienced BPO to manage professionally and improve service level to ensure voice of customer is heard and act accordingly to render a great customer satisfaction with hassle free touch points.

What were your goals for this project?

Our organisation is a firm believer that great customer experience fosters brand loyalty. Source human talent (operation manager) who is good in service communication and constantly reviewing business improvement action, (agents) to ensure a service accuracy in timely manner according to official SOP, incident management within agreed timeline and provide a precise workforce management analysis via periodic trending reports for a right forecast of resource planning, optimise productivity to minimal abandoned call rate.

SOLUTION

How did you select this vendor?

Collected some service providers information from website with business case review including operational competency. Each vendor presented their proposal on their best practice, evaluated business requirements and the delivery promises within stipulated time with competitive package. An Information Security Audit & Financial Due Diligence was also performed to ensure that the Company is secured and is financially stable.

Describe the project in detail.

Selected vendor (Daythree) provide additional cost-free service to hire talent in advanced to ensure training programme took place prior to the official launch date. During the implementation plan discussion, vendor has display their willingness to accept and support other integrated services with technical consultation as part of business impact assessment.

What was the team composition?

The team is formed by a group of customer service executive with an operation manager, team leader, QA, Trainer and WFM specialist.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

During pilot launch, vendor constantly achieving agreed SLA on call channel and improving on incident management on email platform second months onwards. Even there are aggressive campaign and event within the first 3 months, vendor able to manage it with positive result and load examination passed to proof that their BCP resource is well-planned on surge.

How effective was the workflow between your team and theirs?

We have developed a requirement on hourly update of SLA performance in support group for all visibility, which allows us to implement war plan if required, they delivered as expected. Update consists of system performance, campaign launch, technical matters with our engineer advices to troubleshoot immediately, this practice keep us connected at all time for quick escalations on any issues which requires our intervention or assistance.

What did you find most impressive about this company?

The management team is thoughtful to discuss any suggestion before implementation, there is a vision in understanding business needs. Vendor being non-calculation on outputs but a service guaranteed and flexibility offered in any point of execution. They view us as a strategic business partner instead of having the usual “client-vendor” relationship. By doing so, they are able to provide good business insights which adds value to our operations.

Are there any areas for improvement?

Yes, deliveries are satisfactory. The Daythree team can look at improving their governance in terms of managing overwhelm interactions due to increased volumes than forecasted. They can further improve their workforce management to ensure the tickets are managed and cleared on a prompter basis. This is a WIP that Daythree will be able to overcome as long as the good effort is continued. 1 point to suggest if doable, to station a BPO spoke person at business site as operation and system support for service monitoring. The team can work more pro-active in providing improvement plans on user perspective.

BACKGROUND

Please describe your company and your position there.

As the Head of Telesales, my role is to work closely with our business partners for base targeting through cross selling, upselling and fulfillment of customers' registered interests.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Daythree Business Services?

Daythree Business Services recruit a group of people to contact customers based on targeted campaigns on various Consumer products. Daythree provides the training, team leader monitoring, and quality assurance checks for their own agents.

What were your goals for this project?

We have set targeted conversion rates and sales volumes which differ from one campaign to another. The recruited agents must also be of high quality and reviewed from time to time.

SOLUTION

How did you select this vendor?

Procurement team was involved in shortlisting vendors with tender exercises conducted

Describe the project in detail.

Contract negotiation was involved. Day to day involves campaign discussions, recruitment reviews, performance reviews and management meetings.

What was the team composition?

A team of around 100 pax comprising of Team Leaders, agents, Quality Assurance and backend team.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Improvement seen in certain campaigns but has areas to be improved in more complex products. Staff engagement is strong and has potential to look into recruiting agents who have technology background to handle complex products.

How effective was the workflow between your team and theirs?

The account managers are very cooperative and responsive. Willing to listen to feedback and reverts with proposals for discussions.

What did you find most impressive about this company?

The vendor has shared with us forward looking solutions such as Robotics Process Automation, real time dashboard automation which are good traits for the telco industry.

Are there any areas for improvement?

Overall good, just to find the right formula to recruit and retain high performing agents at all times.

BACKGROUND

Please describe your company and your position there.

We're a market research company, and I'm under the media division. I'm a project manager handling the operations side of the project.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire Daythree Business Services?

Daythree supports our company by replenishment, engagement and yearly check of Astro panels.

What were your goals for this project?

To achieve KPI in maintaining a 4,000 returning daily sample with healthy panel balance, accurate obtained data from panels and high panel engagement, awareness and compliance towards the project.

SOLUTION

How did you select this vendor?

We worked with them through our client and feel that they performed better than our previous vendor and therefore we approached them for the business opportunity.

Describe the project in detail.

We engage with Daythree mainly in replenishment, compliance and panel check studies through phone calls. Most of them are outbound calls. We also have toll free numbers for inbound call and some other admin like SMS, newsletter, vouchers carried out by daythree as well. Daythree is engage on 5 days work-week with alternate Saturdays work and once a week evening engagement.

What was the team composition?

They have a project manager, a team leader and three agents working with us on the year long projects.

RESULTS & FEEDBACK

Can you share any outcomes from the project that demonstrate progress or success?

Overall, daythree is very helpful in our plans. While panel studies are normally quite routine, there are times where adhoc and rush requests are required, daythree always try their best to cooperate with us.

How effective was the workflow between your team and theirs?

My people contact directly with the team leader via phone as much as required. We also have face to face briefings and discussion workshop from time to time.

What did you find most impressive about this company?

They are very keen to cooperate with our plans and are quite reliable in achieving numbers.

Are there any areas for improvement?

As Daythree is a call centre, their agents approach tend to be like sales and one time approach while our company is a market research company with our target consumer are panels which we would like to engage in long term period. As such, sometimes the data we receive is inaccurate, incomplete and panels are less engage or confused. The quality and engagement issue should be improved.