Published: Jun 09, 2022
serving alongside MOM, with HEART
NCS helped the Ministry of Manpower (MOM) to transform their Contact Centre to not only improve their internal processes and operations, but also to deliver an unsurpassed experience for their customers.
MOM Contact Centre received many repeat calls, most of which involved checking on the validity of work passes – which could be highly time consuming and draining for MOM call agents.
MOM leveraged NCS’ experience to develop a smarter Interactive Voice Response System (IVRS) that could effectively triage and handle contact centre enquiries, which allowed callers to save time by performing transactions on their own. More agents were therefore able to help other customers who needed urgent advice. A new real-time service, MOM web chat service, was also launched at the height of pandemic to respond quickly to COVID-19 enquiries.
Snapshot of capabilities:
- Innovation runs in the centre’s DNA, where ideas are generated through design thinking and digital technologies, such as voice recognition and advanced analytics, to drive service transformation for improving customer experience.
- Operating under the care of NCS and Singtel since 2005, the MOM Contact Centre has transformed from providing traditional call answering services to availing automated, personalised, and omni-channel experiences that customers expect these days.
As a result of the automation, the number of calls were reduced significantly, and agents are now freed up to handle cross-cutting enquiries on workforce and workplace matters. Self-help transactions increased by 160% a year and 10% more callers were either “satisfied” or “very satisfied” with the service in the year following the implementation. To further ease call demand, MOM web chat service served about 120k customers in the past two years (2020-2021).
“This transformation project involved not just implementing new technologies, but also improving internal processes”
- Raymond Tan, Director of Customer Responsiveness,
Ministry of Manpower (MOM)