CLIENT

Membership program aims to deliver greater value and savings to members through its strategic partnerships with popular quality merchants who can offer points and other attractive rewards.

One of Singapore’s leading organizations has 1.5 million members and over 1,000 participating merchant outlets featuring instant redemption, online rewards and innovative redemption promotions.

REQUIREMENT

Act as a strategic customer service point of contact and support centre for all incoming calls.

With a main objective of enhance Cost Effectiveness by focusing on its core competencies. The program requires well versed customer centre representatives to orient the members, and address their concerns and queries.

Ensure staffs are up to date with upcoming promotions and product information in order to disseminate accurate and timely responses to all prospect queries

To attain, compile and analyse feedback from prospects for the purpose of future customer satisfaction and retention activities.

STRATEGY

Call Centre Inbound Support

Antasis provides an integrated call centre services to perform the inbound support with the following objectives:

  • To answer all the incoming calls on membership program.
  • To handle all the general enquiries pertaining to the members concern.
  • To capture the caller’s details and each call details accurately.
  • To escalate the calls for immediate action.
  • Provides prompt, accurate and courteous response within the first response to queries and feedback given by prospected customers.

OUTCOME

Encourage and increase new membership

Deliver an enhance product knowledge to invite and promote customers to sign up for membership. Interested customers will also be guided through the membership application.

Efficient escalation on Emergency calls

In any event there’s an urgent escalation, the members have easy access on the hotline which will be attended by our managers who will provide professional advice and proper handling on the spot.

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