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Case Studies

Across Training, Certification, Mystery Shopper and Customer Experience Research, our experience helps you to enable service excellence.

Global Technical Support Contact Centre – increase in Customer Satisfaction and Agent Motivation

Our Client provides technical support services across the world including the U.S., Europe, the Middle East, Africa and Asia from its two Asia-based Contact Centres.

The challenge was to standardize and improve communication skills across the Frontline in both Centres as well as enhance performance management techniques for management. At the same time, it was important to recognize cultural differences in service expectations and delivery.

To meet the challenge, OmniTouch designed and delivered a comprehensive curriculum that was rolled out simultaneously across Asia with an initial focus on the senior level management and “roll down” to the Frontline.

The curriculum balanced critical Contact Centre operations knowledge with powerful skills to improve Customer satisfaction.

Over a period of one year, our Client enrolled their entire management team of more than 45 senior managers and 300 Frontline Agents with demonstrated increases in Customer Satisfaction and improved Agent motivation.

Leading Consumer Electronics Brand – Multi-Touchpoint Mystery Shopper

Our Client is one of the world’s most recognized consumer electronics brands. Senior management wanted to gain a comprehensive understanding of all aspects of the Customer experience across the Call Centre, Service Centres and even ’in-home’ Technical Service & Repair across 11 countries.

Program objectives and result delivery include –

Comparative service comparisons across 11 different countries
Identification of ’needs improvement’ areas as well as ’doing well’ areas
Ability to focus future training and coaching efforts for cost effectiveness
Assurance that 3rd party providers were meeting Service Level Agreement standards
Insight into the Customer experience across touchpoints, allowing for country by country comparison and sharing of best practices
Operational excellence in developing the processes to efficiently manage program complexities and minimize unnecessary time spent by company management
Formal presentation of findings to senior regional management, addressing questions, concerns and suggesting solutions

Based on our joint work with our Client, we continue to deliver an ongoing series of lifecycle Mystery Shopper programs each year to allow for trending against baseline performance and ongoing innovation.

Leading Media Organisation in Singapore engages in full Frontline and Management Training Singapore

Our Client is Singapore’s leading multi-media content creator of 15 newspapers, publish and produces more than 100 magazine titles in Singapore and the region as well as owning a stake in the local free to air television industry. Their Contact Centre is a multiple award winner including Best Call Centre of the Year.

Since 2003, OmniTouch has been developing and delivering a comprehensive Contact Centre curriculum for the management and frontline teams including service skills, managing difficult situations and enhancement of upselling skills and performance.

Management feedback has been exemplary. In particular, participants have pointed out that the relevance to the actual job role has made the training techniques learned practical and easy to apply.

Leading International Bank – Competitive Mystery Shopper

Our Client is one of the world’s most recognized international banks.

Senior management in Singapore wanted to gain a comprehensive understanding of defined aspects of service both ’in branch’ and across the Call Centre touchpoints.

The organization wanted to also gain insights into both service and process practices across selected competitors.

Program objectives and results include –

Comparative service comparisons across branches island wide
Identification of ’needs improvement’ areas as well as reinforcement of ’doing well’ areas in both service and sales aspects
Ability to focus training and coaching efforts
Benchmark performance across earlier studies
Insight into the Customer experience for both Client and competitor organizations
Key practices that can be emulated by the Client in future training and process initiatives
Formal presentation of findings to senior and touchpoint based management, addressing questions, concerns and suggesting solutions
Linking results back to organizational brand values

Based on our joint work with our Client, we continue to deliver an ongoing series of Mystery Shopper programs to allow for trending against baseline performance.

Leading Mobile in Malaysia engages in full Customer Service Training, Certification and Research

Our Client is recognized as Malaysia’s leading mobile communications provider and their Call Centre is a multi-award winner over subsequent years.

In a very strategic engagement, OmniTouch employed its global Mystery Shopper system to evaluate the current level of service delivery throughout Malaysia, Asia and the U.S in multiple languages across the several vertical sectors.

After analyzing the results with senior management, OmniTouch developed and delivered a comprehensive training curriculum that included both management and the Frontline Agent team and incorporated a formalized certification program.

Following the rollout of the training curriculum, a second Mystery Shopper system was undertaken involving Centres across Asia and the U.S. demonstrating improvement in KPI performance.

Following the success of the training curriculum delivered for the Management and Frontline Agent team at the Contact Centre, the company also engaged OmniTouch to customise a training program for their Service Centres and Exclusive Distributors.

In 2008, the company decided to further enhance their Contact Centre Frontline Agent team’s performance by rolling out the full Certification of Excellence program across its entire Contact Centre team.

Luxury Watch Brand – Sales Initiative Mystery Shopper

Our Client is a globally recognized watch brand with a high level luxury brand image.

While the company provides its Customers with stand alone retail shops it also sells merchandise through department stores and airport duty free outlets where its product range is combined with those of other manufacturers.

The prime objective of the Mystery Shopper program was to ensure that the sales people in the mixed brand outlets appropriately handled Customer enquiries about its merchandise.

Program objectives included –

Confirm that the authorized retail outlets delivered an appropriate Customer experience for sales enquiries
Select the top salesperson in each designated country based on how they handled the sales enquiry
Provide feedback on specific retail outlets to improve future sales efforts

Singapore-based Info-communications Company embarks on full Service & Quality Research in Customer Service

Our Client is a Singapore-based info-communications company providing a full range of information, communications and entertainment services over fixed, cable, mobile and Internet platforms.

In 2003, the company sought to dramatically enhance their understanding of service and sales quality through the implementation of multiple Customer research activities.

In a very strategic engagement, OmniTouch was engaged to conduct Organisational Call Audit, Customer Experience research and Mystery Shopper systems to measure service quality and Customer expectations.

Through ongoing workshop style presentations, the company continues to target and develop its Customer servicing capabilities using research results to provide necessary background and intelligence.

In 2006, the company decided to engage OmniTouch to conduct Mystery Shopper to enhance their understanding of the service and sales quality of their face to face environments. The company also engaged OmniTouch to rollout a series of training for their Frontline and Management to further enhance the skills and knowledge of their face to face teams.

Leading Cultural and Educational Institution – Customer Experience Mystery Shopper

Our Client is one of Europe’s leading cultural and educational institutions with a significant presence across Asia Pacific markets.

In its efforts to ensure a positive Customer experience, OmniTouch worked with senior management to design a series of common and critical Customer scenario types to determine opportunities to improve service as well as business results through additional registrations for courses.

Scenarios included Call Centre and in-facility visits spread over peak registration periods as well as during ’lower’ peak periods to identify trends.

As the organization had recently remodeled their facilities, there was an additional opportunity to evaluate how Customers actually ’used’ the facility and make appropriate operational and environmental adjustments.

Program objectives and results delivery include -

Identify strengths and weaknesses in service delivery with a focus on opportunities
Evaluate how new physical facilities and design layout impact Customer behavior
Identify recovery strategies when Customer demand peaks
Ensure that the brand image of the organization is conveyed through the Frontline

Based on results of the Mystery Shopper program across 2 countries, OmniTouch worked with our Client to develop and deliver a customized training system to enhance service and sales delivery.

To validate that training practices had been put into effect, a further wave of Mystery Shopper was developed and executed which provided for trending of improvements.

Global Logistics Market Leader of the International Express and Logistics Industry embarks on Global Training for their Worldwide Management Team

Our Client is recognized as the global market leader in the international express and logistics industry.

In 2003, the Asia Pacific region engaged OmniTouch to customise a training course on Contact Centre Operations and Performance designed especially for Customer Service and Contact Centre Management.

As of 2008 the company decided at the global level to make the course mandatory for all its senior level Customer Service and Contact Centre professionals around the world with delivery in all key regions including North and Latin America, Europe and Asia Pacific. Feedback and learnings have been tremendous and reflect a paradigm shift in how the company manages its critical Contact Centre operations.

Leading 5 Star Business Hotel – Customer Experience Mystery Shopper

Our Client is an independent 5 star hotel with accommodations in the heart of Singapore’s business district.

After completing an extensive renovation, the company wanted to ensure that its ’soft standards’ had kept pace with the updated physical design and amenities.

In a highly powerful Mystery Shopper program, the hotel sought to evaluate how well its brand values had been inculcated into its processes and its people.

Though the design if intricate and specific scenarios, we were able to determine if the organization’s brand values had been brought to life in the day to day activities of its empowered Frontline and Backline people.

Program objectives and results delivery include –

Evaluation of standard compliance based activities as expected in a 5 star hotel
Consideration of how well departments worked together to serve Customer needs
Confirmation that the organizations 7 Brand Values had been brought to life through the daily actions of an empowered frontline team
Senior level reporting that confirms success of training and coaching initiatives
Insights into what a business traveler Customer would expect from the property