Case Studies

Syarikat Bekalan Air Selangor

Client background

SYABAS was specifically incorporated in 1996 to undertake the privatisation of water supply and distribution in Selangor and Federal Territories of Kuala Lumpur and Putrajaya. In 1995, SYABAS was appointed by respective federal and state governments to manage, operate and distribute quality clean water for a period of 30 years, making it the biggest water concessionaire in Malaysia. SYABAS is made up of a professional, dedicated and skilful management committed towards excellent customer service and reshaping the local utility industry.

The situation

SYABAS is the sole provider of a very basic necessity for over 7 million customers, which makes responding to queries, reports and complaints a critical aspect of service delivery. It is imperative for SYABAS to attend to every call that comes into their call centre, enabling them to identify and rectify problems in their wide coverage area efficiently.

How ViSight Solutions bring values back to business

When SYABAS deployed ViSight to monitor the daily performance of their call centre, they quickly realised that their call centre can perform better with added personnel and resources. Insights derived from ViSight assisted SYABAS in planning for an improved customer service infrastructure, as well as justifying the costs associated with the improvements.

From ViSight’s findings, SYABAS went on to upgrade their call centre facilities and employ more personnel, which reduced incidences of missed calls and eventually improved customer service levels. SYABAS continues to use ViSight to monitor their call centre operation in an effort to further enhance service delivery.

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