NCS Clinches Top Honours at International Call Centre Awards


Singapore, September 17, 2009


NCS Pte Ltd, the outsourced contact centre partner of Singapore’s Ministry of Manpower, has emerged a winner at the Contact Centre Association of Singapore’s (CCAS) International Contact Centre Awards 2009. The centre won the Silver award in the “Best Outsource Contact Centre of the Year” category, and Gold award in the category “Best Contact Centre of the Year for Employee Retention Program”.

2        The CCAS International Contact Centre Awards, which is into its ninth year, is the Asia-Pacific region’s most sought-after international award for call centre operators, covering 15 categories across individuals, centres and individual centre programs such as customer and employee loyalty.

3        The Awards are hallmarks of service quality, given only to contact centres that are among the best in the region,” said Mr. Foo Nian Chou, Group General Manager, Infrastructure Management & Solutions at NCS. “NCS is proud to be recognised for our efforts to deliver service excellence to our customer, MOM. We are pleased that we have helped them to improve overall customer service level and save cost.”

4        Mr. Foo added, “NCS’ customer commitment is the cornerstone of our business. The wins underscore our long-term success as one of Asia Pacific’s top services providers.”

5        Congratulating the winning team, Mrs Roslyn Ten, MOM’s Director for Customer Responsiveness at MOM, said, “We would like to congratulate the contact centre team for winning these awards. It is a commendable achievement, given the high volume of calls and the myriad of issues handled here at our contact centre. These accolades were won because of the close collaboration between MOM and NCS. In every aspect of our contact centre operations, we're continuously striving toward the highest levels of quality and customer satisfaction. The ministry looks forward to continuing this successful partnership with NCS.”

6        The MOM Contact Centre handles over two million enquiries annually from employees, employers, businesses and the general public on issues ranging from work passes, to occupational safety & health, and labour relations.

7        Mr. Michael Meredith, Chairman of the Awards committee, said that achieving the Silver award reflects their commitment to high quality and continuous improvement.

8        The Singapore Contact Centre Awards are designed to provide a framework of recognition that looks to reward those operating at such high levels. These awards are an outstanding achievement for NCS and its customers.

9        The CCAS International Call Centre Awards showcase organisations across Asia Pacific that achieved excellence in customer service. The judging process involved a written submission, a site visit, a presentation to an independent panel of industry experts.

 

For media queries, please contact:

Mr Poh Kok Hong

Manager, Corporate Communications Ministry of Manpower

Tel: +65 6317-1953

Fax: +65 6317-1652
Email: poh_kok_hong@mom.gov.sg

Annex A

Factsheet on MOM Call Centre
The MOM Contact Centre (MOMCC), currently managed by MOM and NCS Pte Ltd, handles enquiries and feedback from various workforce and workplace communities, on subjects ranging from work passes to workplace relations and workplace safety and health. It grew from a size of 44 call agents in 2005 to more than 100 agents today.
Key Call Centre management measures include:

A dedicated project management team, which comprise managers from MO and NCS Pte Ltd;

Implementing process improvement projects with MOM stakeholders and enhancing technological capabilities to ensure integrated and consistent service delivery across MOMCC and other MOM touch points; and

Tracking customers’ satisfaction of MOMCC services through MOM’s service surveys and audits (e.g. Mystery Customer Audits, Customer Satisfaction Surveys, Internal Quality Audits).

KEY Information
 
Size of contact centre
830sqm and 120 Seats
Annual Call Demand (for 2008)
2,236,352
 
Profile of Customer Service Associates
110 Customer Service Associates in total
·         87% are diploma holders and above
·         69% are 25 years old and above.
·         70% are female
 
All staff are trained, and holders the Advance Certificate in Contact Centre Operation by Nanyang Polytechnic, Singapore
 
Average call Offered to Customer Service Officer per month
97,000
Call and Email Enquiries Nature
MOM Contact Centre handles following type of general enquiries:
·         Work permit (foreign worker, domestic worker related matters)
·         Employment pass (S, P, Dependent, Long term social pass and other passes related matters)
·         Labour relation (employment act, retrenchment benefit, maternity leave and etc) (for calls only)
·         Office safety and health (License, policy, work injury, etc)
·         Foreign manpower management. (Report for illegal worker, well-being, etc)
 
Operational Hours
Hotline operating hours are
Mon – Fri (0830hrs – 1730hrs)
Sat (0830hrs – 1300hrs)
Closed on Sundays and public holidays.
 
Service Standards
·         90% calls handled within 30 sec
·         Less than 5% abandonment rate
·         At least 95% email enquiries received from customers are resolved within 1 working day.
·         First Call Resolution at least 90% and above for calls
·         First Contact Resolution at least 80% and above for emails.
·         85% of the callers/writers are satisfied with the interactions.
Key technology systems
·         Interactive Voice Response System (IVRS)
·         Customer Relationship Management (CRM)
·          Automated Call Distribution System
·         Call Recording System
 

 

 
 
 
 
 
Annex A
 

 

MILESTONES
 
Oct 2005
MOM outsourced Contact Centre services (telephone, email and website) to the GreenDot Internet Services Pte Ltd (later acquired by SCS in Jan 07)
Oct 2006
Revamped and launched the MOM website
Jul 2008
MOM called a new Tender in Mar 2008, and awarded the contract to SCS in Jul 2008.
Oct 2008
New MOM Contact Centre at Bukit Batok operational
Mar 2009
Official Opening of MOM Contact Centre

 

 

 


Media Contact
Wendy Tang
NCS Pte Ltd
DID: +65 6556 5629
Email: wendytang@ncs.com.sg

About NCS

NCS is a member of the Singtel Group and the leading information, communications and technology (ICT) service provider with presence in over 20 countries. NCS delivers end-to-end ICT solutions to help governments and enterprises realise business value through digital transformation and the innovative use of technology. Its unique delivery capabilities include consulting, applications development, systems integration, outsourcing, infrastructure management and portal solutions.