Production is going on.
More than 243,000 customer visits supported across nine branches in seven months
A leading Brunei telecom provider worked with Comquest to manage its branch workforce and deliver a consistent face-to-face service experience.
Client
Challenge
The client needed to transfer its established branch operations to a managed-services partner without interrupting customer support. Each location required dependable staffing and common standards for face-to-face service, while frontline teams had to support sales as well as customer enquiries.
Keeping employees current with changing products, promotions and policies called for ongoing training and coaching. The client also needed scheduling and relief coverage across the network, a way to escalate unresolved cases, and clear feedback on the quality of branch interactions.
Keeping employees current with changing products, promotions and policies called for ongoing training and coaching. The client also needed scheduling and relief coverage across the network, a way to escalate unresolved cases, and clear feedback on the quality of branch interactions.
Solution
Comquest transitioned the nine branches into its managed-service operation and assumed responsibility for recruitment, deployment, scheduling, training and frontline oversight. The model combines local branch coverage with shared service standards and performance management.
1
A managed team of customer service representatives, team leads and relief team leads supports daily service and sales activities across the network.
2
Structured onboarding, refresher training and updates on new products, promotions and processes keep staff ready for changing customer needs.
3
Regular quality reviews, coaching and performance monitoring help maintain consistent customer handling across locations.
4
dtWorks records and tracks enquiries, requests and complaints that need escalation beyond the branch.
5
DropThought captures feedback after branch interactions, helping the team identify service gaps and adjust customer-handling practices.
Impact
From January to July 2026, the nine branches supported 243,119 customer walk-ins, approximately 34,700 per month. Comquest managed 73 frontline personnel: 50 customer service representatives, 12 team leads and 11 relief team leads.
The submission reports Customer Satisfaction between 99.97% and 100% and Customer Delight between 99.96% and 100% throughout the same seven-month period. Feedback and quality monitoring give Comquest and the client a basis for training and service improvements, while the managed workforce provides consistent coverage across all nine branches.
The submission reports Customer Satisfaction between 99.97% and 100% and Customer Delight between 99.96% and 100% throughout the same seven-month period. Feedback and quality monitoring give Comquest and the client a basis for training and service improvements, while the managed workforce provides consistent coverage across all nine branches.
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