Production is going on.
Managed after-hours support handles approximately 6,500 customer calls each month
A Brunei financial institution uses a managed contact centre to assist customers when its primary service teams are unavailable.
Client
Challenge
Customer needs do not always arise during business hours. The institution needed a dependable channel to handle enquiries and concerns after its primary teams had closed, with agents prepared to respond within the agreed scope of service.
Some matters would require action by the client’s teams later. Those cases needed to be documented and tracked so information could pass from the after-hours operation into the wider service process. Consistent handling, trained staff and reliable contact-centre technology were essential to maintaining this continuity.
Some matters would require action by the client’s teams later. Those cases needed to be documented and tracked so information could pass from the after-hours operation into the wider service process. Consistent handling, trained staff and reliable contact-centre technology were essential to maintaining this continuity.
Solution
Comquest provides and manages the after-hours contact centre, complementing the client’s own customer-service operation. It brings together frontline personnel, supervision, workforce management, quality processes and supporting technology.
1
Trained agents assist with customer enquiries and concerns within the defined after-hours service scope.
2
dtWorks records and tracks matters that need further attention, supporting handoff and follow-up with the client.
3
Contact-centre technology handles inbound calls, routing, recording and operational monitoring.
4
Workforce planning and day-to-day supervision support dependable coverage when the client’s primary teams are unavailable.
5
Regular training, quality monitoring and coaching keep agents aligned with relevant products, processes and customer-handling standards.
Impact
Customers have a support channel outside the institution’s standard operating hours. The submission reports an average of approximately 6,500 customer calls per month, showing sustained use of the service.
Cases requiring later action can be documented in dtWorks for structured follow-up. Comquest has supported the client’s contact centre requirements since 2014, providing long-term continuity for its after-hours operation. The submission does not provide resolution-time or satisfaction metrics for the service.
Cases requiring later action can be documented in dtWorks for structured follow-up. Comquest has supported the client’s contact centre requirements since 2014, providing long-term continuity for its after-hours operation. The submission does not provide resolution-time or satisfaction metrics for the service.
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