Production is going on.
Nearly 290,000 interactions handled in seven months with 98.95% average QA performance
A Brunei telecom provider worked with Comquest to manage its customer contact centre, strengthen case tracking and maintain service quality as customer needs changed.
Client
Challenge
The client needed a dependable contact centre operation that could handle high interaction volumes while maintaining consistent service standards. Enquiries, requests and complaints requiring further action needed to be recorded, escalated and followed through in a structured way.
Agents also had to keep pace with changes to products, promotions, policies and customer expectations. The transition of an established operation into Comquest’s managed-service environment had to preserve support continuity while giving managers better insight into case trends, quality and customer feedback.
Agents also had to keep pace with changes to products, promotions, policies and customer expectations. The transition of an established operation into Comquest’s managed-service environment had to preserve support continuity while giving managers better insight into case trends, quality and customer feedback.
Solution
Comquest moved the contact centre into its managed-service operation and took responsibility for frontline staffing, supervision, workforce management and day-to-day delivery. BCT technology and defined service processes provided the structure for case handling and continuous improvement.
1
dtWorks captures and tracks customer enquiries, complaints and service requests, including documentation, escalation and follow-up.
2
A contact-centre platform supports voice and email, inbound and outbound interactions, call routing, queues, recording and performance monitoring.
3
Dedicated quality monitoring identifies handling and knowledge gaps that inform coaching, refresher training and performance reviews.
4
Continuous product and process training helps agents stay current as the client’s services and requirements change.
5
DropThought collects post-interaction feedback, while interaction, case and QA data help the team review trends and improve workflows.
Impact
From January to July 2026, the operation handled 289,566 customer interactions, an average of approximately 41,367 per month. Average QA performance over the same period was 98.95%, with each month above 98%, according to the submission.
Centralized case records give the team a clearer view of requests and complaints that need follow-up. Customer feedback, quality reviews and operating data help Comquest and the client identify recurring issues, coach agents and refine service processes. The submission does not quantify the effect of these changes on customer satisfaction or resolution time.
Centralized case records give the team a clearer view of requests and complaints that need follow-up. Customer feedback, quality reviews and operating data help Comquest and the client identify recurring issues, coach agents and refine service processes. The submission does not quantify the effect of these changes on customer satisfaction or resolution time.
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