• Seminar/Workshop Testimonials
• Corporate Testimonials

Azmi Jafar
Head, AmBank Contact Centre
Malaysia

It is with great pleasure and pride that I share with you on our latest achievement last week on the night of the 8^th CCAM Annual Awards ceremony.

AmBank Contact Centre, AmBank (M) Bhd’s contact centre bagged five awards at the 8^th Customer Relationship Management & Contact Centre Association Malaysia Annual Contact Centre Awards 2007.

They included the gold award for “Most Significant Achievement” under the Prestige Awards category and the bronze award for “Best In-house Service Contact Centre Awards” over 50 seats under the Corporate Awards category.

It also clinched the bronze award for “Best In-House Sales Contact Centre” under 50 seats for its AutoXpress Campaign. All in all, the Contact Centre won 5 awards this year.

We believe that these achievements were the direct result of our commitment in human resource development and due to our continuous search for excellence in all our service undertaking.

While we basked in the glory of the Service Industry’s recognition of our service caliber, I certainly must acknowledge the role of OmniTouch in helping us reach to this level of performance.

It has been an honour to have worked with such dedicated professionals. You and your team are truly a knowledgeable and experience resource. OmniTouch’s commitment in producing high standards of training programs with best in-class practices certainly made the difference in moulding the right mindset and motivation for my team to pursue our neverending quest for service improvements.

We look forward to working more with your team as we gather our momentum from these achievements.

Thank you OmniTouch for a job well done in helping us reach our Vision.

Nicos Charalambous
Head of CYTA Call Centers
Cyprus

Received in January 2010

As I can sense from your web page, OmniTouch is growing with one success following the other. This is no surprise to me since what you offer is of exceptional quality, and we were very lucky to have chosen you as our training partner in 2005.

It has been a long time since we last contacted each other, almost 4 years now. This in no way means that Cyta Call Centre people have in any way forgotten you. On the contrary we do remember you very often and recently we got this intense feeling that we want to reconnect with you as there may be an opportunity for a new cooperation.  Believe it or not if you visit us now you will pretty much see the same people as 4 years ago running the Call Centre.

What you have given us in 2005 is still alive and growing. It has become a culture that we are proud of. The training for the service skills is offered in house to more than 100 new agents every year. The Quality Assurance team monitors their performance and the team leaders coach them following your instructions. We have also set up a separate compliance process and the team leaders are responsible for monitoring and coaching the agents to improve their knowledge on customer service procedures. 

In 2007 we introduced an incentive and rewards scheme based on performance and in addition to monetary rewards every year we offer awards to the best agents with the highest overall performance score and the teams with the highest KPI score. We call them the Cyta Call Centre Awards and they are given in a ceremony that resembles more a talent show than an award ceremony. 

Our Call Centre has also grown in numbers over the past 4 years and now we employ 400 part time agents and have more than 200 positions.

Even though we feel we have done a lot, we do feel that we need to give ourselves a new challenge and take our Call Centre to even higher levels of performance. Customer Experience is one of Cyta’s strategic goals and the call centre will have to play an even more important role.   

 

Written in the year 2005 

OmniTouch delivered to CYTA (Cyprus Telecommunications Authority) Call Centre professionals (managers, supervisors, team-leaders and selected agents) three main workshops: a Service Skills for the Call Centre Program, a Train the Trainer Program for Service Skills and a Performance Management for the Call Centre Program. Our expectations were exceeded in all three courses and we feel that it was a unique opportunity for our staff to participate in such professional courses. The feedback we received from the participants was excellent on all aspects of the courses.

OmniTouch was very helpful in training trainers for the Service Skills Program and provided all necessary material so that the program could be delivered by our staff, under OmniTouch license, to all our call-centre agents.

Additionally, the Quality Assurance Team found the Performance Management for the Call Centre Program extremely helpful in designing and implementing our own system of Monitoring and Coaching.

OmniTouch are experts in the field and we strongly recommend OmniTouch courses to all Call Centre Professionals.

Nancy Tan
Vice President, Human Resource Singapore Press Holdings
Singapore

OmniTouch has been designing and facilitating the sales and customer service training programs for all our sales staff in Classified Advertisement department.

The participants learnt tremendously in a highly motivating environment as the facilitators were very encouraging. As a trainer myself, I must commend Daniel and his team for being realistic, pragmatic, sensible and creative in their designing skills. Content was pitched accurately and delivery was superb.

Lau Wing Chew
Vice President CitiPhone Banking
Singapore

I think you’d like to know we thoroughly enjoyed attending your workshop on “Managing Customers”. From the Supervisors who worked with you in the pre-workshop planning to the phone officers who participated in the workshop, feedback on your professionalism and effectiveness has been most positive.

You established very good rapport with my staff and that helped to make the learning and participation so much more effective. I’m particularly impressed with the real life examples you’ve developed which made the session very relevant to my staff. The segment on how to manage difficult situations using the UNER(R) methodology deserves special mention as well. My staff finds this technique especially effective and our call monitoring show that they use it extensively.

Based on your advice, we have already incorporated many of the principles into our agent call evaluation checklist and the trainers have also been helping to ensure the agents actively practice the techniques learnt.

Thanks for the making the workshop a success. If the opportunity arises, we will be most happy to have you around for another workshop.

Nikita Sridhar
Training Coordinator IT 365 Pvt Ltd
India

On behalf of ITSC, I would like to take this opportunity to congratulate OmniTouch on the recent Service Skills Program for the Call Centre Professionals of IT 365 Pvt Ltd - India.

You have proved able to transfer your knowledge and pitch it at the right level for our team to learn effectively. It was also pleasing to note that the learning package was delivered within convenient time scales. Evidence from the participants proved that the time you spent customizing your course and approaching the Standard Chartered Bank culture was well spent.

We appreciate the live case studies and the Performance coaching scorecard prepared mutually. There was an enthusiastic style during the whole presentation and I would recommend this program for all quality conscious Call Centres.

Yeow Hwee Ming
Head, Marketing Great Eastern Life
Singapore

Great Eastern Life Assurance Co Ltd engaged OmniTouch to conduct a series of telephone techniques workshops to our Insurance Agents beginning January 2002. The challenge is to equip the Agents with telephone techniques to convert product enquiries at our Product Enquiry Hotline into sales appointments.

The Agents are projecting a better image over the phone and are more confident in answering the product enquiries, including asking for sales appointments.

The contents of the workshops serve as refreshing tips for our Agents. You not only highlighted the important aspects of telephone techniques, telemarketing scripts were also customized according to our advertising campaigns. All these have proven to be the most practical telemarketing tools for our Agents.

The Agents enjoyed the workshops thoroughly. They find the programme informative and enlightening. Most importantly, they are able to grasp the telemarketing techniques and hone their newly acquired skills for use at our Product Enquiry Hotline.

Diana Lee
Vice President, Customer Service StarHub
Singapore

Service quality to Customers is a top priority for StarHub. To better understand our current service performance and Customer satisfaction levels, OmniTouch Pte Ltd has been engaged to develop and conduct a comprehensive suite of research activities.

The results were used to guide StarHub into improving our customer experience and creating value-added differentiated services to our Customers. This has been an increasingly vital driver of corporate performance.

To date, OmniTouch has provided StarHub with valuable insight and benchmark information that allows us to further improve our efforts with our Customers. With this, we were able to save time and cost so that resources and efforts could be channelled and utilized to focus on the key and core elements of our growing business. Our business and Customers can see tangible results from this work and we are seeing early signs of real competitive advantage. They have indeed made a significant contribution to our successful Call Centre Operation.

At the same time, we would also like to commend the OmniTouch staff for their own service quality, professionalism, flexibility and reliability. In particular, we would like to commend Ms Rosaline Oh and Mr Daniel Ord for the excellent services rendered.