Customer service outsourcing in Singapore.
MCI Outsourcing provides support teams that answer your customers by telephone, chat and email, staffed for the hours you require and reporting on the contacts they handle.
Delivered by MCI Outsourcing, part of MCI Group of Companies.
Coverage hours, channels and languages.
MCI Outsourcing staffs and manages customer support as a service. Agents answer on the channels you use, follow your escalation rules and work to response and resolution targets agreed before they start.
Coverage hours determine the size and cost of the team, so MCI Outsourcing plans the roster against your contact volumes for each hour of the day rather than against a fixed figure.
Key benefits
All channels in one team
Voice, chat and email are answered by the same trained agents rather than split across vendors.
Rostered to actual volumes
Shift patterns are based on your hourly contact volumes, including rest days and public holidays.
Language coverage
The team is staffed for the languages your customers use.
Written targets
Response and resolution measures are agreed before the team starts, and performance is reported against them.
How it works
Review the queue
MCI Outsourcing reviews contact volumes by hour and channel, the main reasons customers make contact, and your current escalation path.
Design the roster
Shifts, coverage hours and team size are set and costed against actual volumes.
Train to your product
Agents are trained on your product, tone and escalation rules before handling live contacts.
Run and report
The team handles contacts daily and reports against the agreed response and resolution targets.
Common questions
Who employs the agents?
MCI Outsourcing employs the agents and manages their contracts, payroll, CPF and shift scheduling. The agents work to your product knowledge, tone and escalation rules, so the customer experience remains consistent with your own.
Can MCI Outsourcing provide 24-hour coverage?
Yes. Round-the-clock coverage requires three shifts plus rest days and public holiday rostering, which needs a considerably larger team than extended business hours. The team is sized against your hourly contact volumes.
Which channels can the team handle?
The team handles voice, live chat and email, rather than dividing channels between vendors. Where you prefer, it works within your own helpdesk or CRM system.
What languages can the team support?
The team is staffed for the language mix your customers use. For most Singapore support lines, this means English and one or more of Mandarin, Malay and Tamil, based on your contact history.
How is service quality monitored?
Response and resolution targets are agreed before the team starts and reported on a fixed cycle. Calls and chats are monitored, and agents are coached against your escalation rules.
Who is responsible for customer data?
MCI Outsourcing acts as a data intermediary for the data it handles on your behalf, which carries the Protection and Retention Limitation obligations under the PDPA. You remain accountable as the organisation that determined the purpose of the processing. The division of responsibilities is written into the contract.