Production is going on.
A 75-person frontline team supports service and retail operations across nine locations
A Brunei telecom provider worked with Comquest to manage customer service and sales activity across its network of physical centres.
Client
Challenge
The client needed consistent execution of its service procedures across nine locations while supporting sales and retail transactions. Staffing, schedules and relief coverage had to keep each centre ready for customers, and frontline teams needed to apply common workflows for registration, account service and other requests.
Frequent changes to devices, products, promotions and policies also required ongoing training. Managers needed visibility into customer and sales activity, a way to monitor service quality, and a technology environment that could develop with the retail operation.
Frequent changes to devices, products, promotions and policies also required ongoing training. Managers needed visibility into customer and sales activity, a way to monitor service quality, and a technology environment that could develop with the retail operation.
Solution
Comquest provides and manages the branch workforce, combining scheduling and operational supervision with training, quality monitoring and close coordination with the client. Supporting applications bring customer and service information into frontline workflows.
1
Frontline staff assist with enquiries, registrations, account support, product recommendations and retail transactions at all nine centres.
2
Workforce planning, deployment and relief coverage support day-to-day continuity across locations.
3
Structured onboarding and frequent product, promotion and process updates help teams follow the client’s established procedures.
4
dtWorks, including customized business support capabilities, supports customer registration, service activity, tickets and reporting.
5
Quality reviews and coaching support consistent handling, while DropThought feedback gives insight into the face-to-face experience. The supporting environment moved to AWS in 2026 for added capacity.
Impact
The managed operation supports 75 frontline employees across nine centres. According to the submission, sales volume rose from approximately 11,400 in FY2021 to 27,500 in FY2025, an increase of about 140%. The branch team supported service and sales through that period; the source does not isolate its contribution to the increase.
From January to July 2026, reported Customer Satisfaction ranged from 99.97% to 100%, while Customer Delight ranged from 99.96% to 100%. The combination of managed staffing, training, dtWorks and customer feedback provides a consistent way to run the centres and review their performance as products and customer needs change.
From January to July 2026, reported Customer Satisfaction ranged from 99.97% to 100%, while Customer Delight ranged from 99.96% to 100%. The combination of managed staffing, training, dtWorks and customer feedback provides a consistent way to run the centres and review their performance as products and customer needs change.
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