DBS WINS CCAS BEST CONTACT CENTRE AWARD WITH ENHANCED WORKFORCE MANAGEMENT SYSTEM BY JEBSEN & JESSEN COMMUNICATIONSDec 21, 2011 14:25 SGT
Singapore, 18 December 2011 – DBS Bank has won The Best In House Contact Centre Award 2011 from the Contact Centre Association of Singapore (CCAS). DBS was recognised for its excellence in customer experiences, technology application and outstanding contact centre services.
“The panel of judges selected DBS as the winner because DBS Contact Centre has shown that it has delivered an outstanding end-to-end customer experience that ensures a high level of customer satisfaction and installs a strong customer focused culture,” said Stamford Low, Awards Chairman 2011, CCAS.
DBS Contact Centre’s new service initiatives include the enhancement of the call monitoring process, the customer satisfaction survey methodology and service levels via 360. In order to optimize resources and to streamline business processes, an enhanced workforce management system was also implemented with the support from Jebsen & Jessen Communications Singapore (JJCS), a leading customer driven communications solutions provider. These initiatives have helped DBS to significantly improve the centre’s call quality as well as customer experiences. Together with other process improvements, service level has improved by about 10 percent and DBS contact centre received close to twice the number of customer compliments compared to the previous year.
“DBS contact centre plays an important role in our customer experience. It serves as a virtual branch where we can meet our customers’ needs, whether it is regarding a new product or existing service. At DBS, we believe the right investments in people and technology can give us significant competitive advantages on top of bringing enhanced productivity. By partnering JJCS in our recent implementation of an enhanced workforce management solution, we have enabled our scheduling team, supervisors and agents to be more productive and efficient, while enhancing the call distribution handling. We are pleased to see our efforts recognised by the industry,” said Lena Low, Head of Customer Centre, Singapore, DBS Bank.
JJCS first undertook a requirement study to understand the unique operations of DBS. The team further provided business solution consultancy to DBS, and modelled a workforce solution to ensure that staffing needs are optimised. The solution also maximises customer interaction and improves customer satisfaction through the integration of information and business processes. This resulted in improved productivity, a fairer workload distribution and ultimately, happy customers for DBS.
“We are proud to be selected by DBS for the upgrading of their contact centre, and to have the opportunity to offer our best practices and advice to help them to be recognized as the best contact centre locally. Our support strategy towards DBS is aligned to their business goal –that is to create happy customers while optimizing resources,” said Harold Thng, Regional Managing Director, Jebsen & Jessen Communications.
About Jebsen & Jessen Communications
We deliver business communication solutions for our multinational clients. Specialising in the execution and implementation of IP (Internet Protocol) telephony, we help clients develop unified communication and contact centre solutions over multiple sites and across their global networks. We also diagnose, design and deploy CRM contact centres, provide network infrastructure and develop wireless and mobility solutions for different market verticals. One of the eight Regional Business Units under the Jebsen & Jessen Group of Companies South East Asia, we employ 300 people and support more than 600 customers globally. For more information, please visit www.comms.jjsea.com