OPTIMISING CALL CENTRE PERFORMANCE WITH BOTS

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THE CHALLENGE

Malaysian Economic Development Corporation (MDEC) has a foreign knowledge worker service centre, called eXpats. The agency's internal call centre had a 35% call abandonment rate, and increasing the number of agents to improve their level of service would require a significant investment.

THE ANALYSIS

To address MDEC's needs, our team observed and analysed call centre activity.

THE FINDINGS

Hyperlab found that MDEC's major issue was a lack of staff to handle the call volume and that the current agents were swamped answering basic inquires leaving them no time to assist more difficult cases. Our development team identified tasks that could better serve the company if they were automated.

THE SOLUTION

MDEC eXpats leveraged Hyperlab's Bot Studio and Live Chat integration services to create DEX, an intelligent assistant able to answer questions about employment passes and more. For complex problem-solving queries, DEX hands the conversation over to a live agent who can assist the user.

THE RESULTS:

Within the first 30 days of launching, DEX started delivering on its promise, reducing call volumes by 28%. Within the first 90 days, DEX was able to handle 77% of all enquires, further reducing call volumes and drastically reducing their call abandonment rate.

Chat with DEX here - https://expats.com.my