KUALA LUMPUR, 22 JANUARY 2009 – A Malaysia-based business process outsourcer (BPO), SRG Asia Pacific, has chosen an Oracle solution to power its new contact centre facility.
SRG Asia Pacific chief operating officer Scott J Warner said that the Oracle Contact Centre would help the company remain focused on quality, while saving costs at the 280-seat contact centre located at Setapak, Kuala Lumpur. “Real hard costs were at a bare minimum, depending on deployment, and we expect to save around 15 to 20 per cent costs from soft savings alone.”
“Oracle’s solution was chosen because we found it to be all-encompassing and highly scalable,” said Warner. “It is also multi-channel so that it can manage different communications from anywhere and route them anywhere.”
SRG delivers contact centre solutions in Malaysia, servicing global, regional and domestic customers from a range of industry sectors including telecommunications, entertainment, financial services, airline and automotive industries.
Beyond traditional architecture
Warner said that Oracle’s call centre solution could handle multiple sites, eschewing the use of multiple phone switches. He also reported an uptime of almost 99.9 per cent.
Warner said that because the solution is integrated, agents can work efficiently from anywhere in the world with 360-degree views of customer interactions and real-time business intelligence; supervisors can use customisable screens and real-time tools for monitoring and coaching agents; or, administrators can quickly adapt to changing needs with tools for implementing changes in real-time.
Remaining competitive in tough times
Oracle Corporation Malaysia managing director K Raman said, “Oracle solutions are helping emerging Malaysian players in the highly competitive global call centre industry like SRG Asia Pacific to offer capable, market-trusted solutions as they expand the scope and geographic reach of their services.”
“Maximising agent productivity is one of the keys to contact centre success as agents require intuitive, comprehensive, and easy-to-use tools to enable them to consistently provide superior service,” said Raman.
In addition, Oracle partner CallTime Technology chief executive officer, Andrew Sivanandam, added, “Oracle Contact Centre Anywhere significantly speeds up contact centre deployments so our clients can quickly start benefiting from their applications.”
Warner added that the Malaysian contact centre industry is still small, when compared to markets like India and the Philippines. However, he said, “The economic downturn means more opportunity for the call centre industry. This is because we can do things cheaper than captive call centres. Despite the downturn, we expect to continue revenue growth this year of about 10 to 15 per cent.”
