Production is going on.
A 24/7 assistance service handled 8,970 interactions in August 2026
A Brunei Takaful provider relies on a managed contact centre to respond to customers seeking roadside assistance and accident-related support at any hour.
Client
Challenge
Customers may need help at any time, so the client required reliable access to trained frontline staff every day and night. Interactions had to be handled consistently even when situations were urgent or varied, with staff ready to follow the relevant processes.
The service also needed a structured way to capture and track assistance cases. Maintaining 24/7 coverage called for dependable recruitment, scheduling, training and supervision, supported by contact-centre technology and clear operational visibility.
The service also needed a structured way to capture and track assistance cases. Maintaining 24/7 coverage called for dependable recruitment, scheduling, training and supervision, supported by contact-centre technology and clear operational visibility.
Solution
Comquest manages the round-the-clock contact centre, providing frontline resources, workforce oversight, quality processes and technology support. BCT dtWorks supplies the case management layer for roadside and accident-related requests.
1
Dedicated agents provide a central channel for customers seeking roadside assistance and accident-response support.
2
dtWorks captures, documents, escalates and tracks cases so the team can follow assistance requests through the service process.
3
Comquest manages recruitment, HR administration, schedules, attendance and day-to-day frontline operations for continuous coverage.
4
Onboarding, service updates, refresher training and coaching help agents stay ready for varied customer situations.
5
Quality reviews assess handling and process adherence, while the contact-centre platform supports calls, routing, queues, recording and monitoring.
Impact
The managed operation keeps customer assistance available 24/7. It handled 8,970 interactions in August 2026, approximately 289 per day, according to the submission. Central case records in dtWorks give the team a consistent way to document and track requests requiring further action.
Average QA performance from January to August 2026 was 97.30%, with every monthly score above 96%. The combination of workforce management, training and quality monitoring supports readiness for a service that must respond whenever customers need help. The submission does not provide response-time or resolution metrics.
Average QA performance from January to August 2026 was 97.30%, with every monthly score above 96%. The combination of workforce management, training and quality monitoring supports readiness for a service that must respond whenever customers need help. The submission does not provide response-time or resolution metrics.
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Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
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