NCS scores seven wins for Singapore's Ministry of Manpower's Contact Centre


Singapore, December 13, 2010


NCS Pte Ltd closes the year 2010 with a total of seven awards for two of the most important accolades in the contact centre industry: the World Contact Centre Top Ranking Performers Award, and the 2010 Contact Centre Association of Singapore (CCAS) International Contact Centre Awards. All seven wins were for Singapore’s Ministry of Manpower (MOM) contact centre.

The World Contact Centre Top Ranking Performers Award, an annual benchmarking and best practices awards programme run by Contact Center World, is considered the most prestigious awards and recognition programme in the industry. The CCAS International Contact Centre Awards is the Asia-Pacific region’s most sought-after international award. Both are peer-assessed industry awards. For both awards, entries are subject to the most stringent judging processes, such as independent judging panels and site visits.

These corporate wins by the MOM Contact Centre are impressive achievements, considering the scale and complexity of its operations. The facility handles more than two million calls a year, managing public queries on complex matters such as work passes, employment matters and foreign worker management.

The accolades also reflect NCS’s commitment to its customers in the long term. In MOM’s case, 2010 marks the fifth year the NCS team has managed contact centre services for the government organisation. NCS has also worked with the ministry on many IT and outsourcing projects over the years.

Said Mr. Foo Nian Chou, Group General Manager, Infrastructure Management & Solutions at NCS. “These wins are the results of close collaboration between NCS and MOM. We have worked hard not just to improve service delivery standards at the MOM contact centre, but also to improve customers’ experience. These awards give recognition to the world-leading practices we have in place at NCS, and we are extremely proud of our MOM contact centre team’s achievements.”

Mrs Roslyn Ten, MOM’s Director for Customer Responsiveness, said, “Winning these awards at the international level is indeed a major achievement for NCS and MOM. These wins bear testament to our outstanding partnership and teamwork with NCS to enhance service standards and customer satisfaction. Going forward, we will continue to work closely with NCS to reach greater heights in service excellence for our customers.”

 

Media contacts

Ms Gina Chin
Manager, Corporate Communications, Ministry of Manpower
Tel: +65 6317-1958
Fax: +65 6317-1652
Email: gina_chin@mom.gov.sg
 

ANNEX A

About Contact Centre World & the 2010 World Contact Centre Top Ranking Performers Awards

Contact Center World is the leading global support organisation for the contact center industry around the world. The organisation has 123,292 corporate members. The Top Ranking Performers Awards is Contact Center World’s annual benchmarking and best practices awards programme.

For 2010, there were 1200 entries from over 40 nations competing in numerous categories. 200 entries made the world ranking shortlist, after which they were segmented into three regions —North & South America and Europe, Middle East & Africa, and the Asia-Pacific—for the first-round of competition. The gold medalist for each of the regions then vied for the highest award at the world finals.

MOM contact centre won the following awards:

Asia-Pacific finals
1. Best Outsourcing Partnership Gold Award
2. Best Incentive Scheme Gold Award

World finals
1. Best Outsourcing Partnership Silver Award
2. Best Incentive Scheme Gold Award

About CCAS & the 2010 CCAS International Contact Centre Awards

The Contact Centre Association of Singapore (CCAS) was founded in 1998 with a mission to develop the awareness and professionalism of the Contact Centre industry in Singapore through networking, education and research. Its objectives are to establish CCAS as a thought leader; Singapore as the hub for quality Contact Centre in Asia Pacific region; and achieving government recognition of the Contact Centre Industry as an independent industry.

There were altogether 150 participating entries (both local and regional) vying for 11 categories of corporate awards in 2010.

MOM contact centre won the following awards:
1. Best Outsource Contact Centre of the Year (over 100 seats) Silver Award
2. Best Contact Centre for Employee Retention Program Silver Award
3. Best Customer Experience Delivered by a Contact Centre Silver Award

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

 

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

 

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.