Topics: Customer service, Support automation, Customer relationship management Pages: 12 (2629 words) Published: March 24, 2013
Powerful Services Sdn Bhd (PS)


The increased cost of customer support is a huge burden for businesses as the margins are rapidly depleting. We understand customers need for cost efficiency without compromising on quality. We build a relationship with you, and structure our Call Center Outsourcing services to align them with their business model, and be their virtual customer services department.

Call centre technology is subject to improvements and innovations. Some of these technologies include speech recognition software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction. Automatic lead selection or lead steering is also intended to improve efficiencies, both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimizing wait times and long lists of irrelevant options for people calling in, as well as for outbound calls, where lead selection allows management to designate what type of leads go to which agent based on factors including skill, socioeconomic factors and past performance and percentage likelihood of closing a sale per lead.

Company Executive Summary

PS will be a limited liability partnership registered in the state of Kuala Lumpur for tax purposes. Its founder is Ms Azlinda Abas, a former telemarketing head with E2 Power Sdn Bhd a subsidiary of OCBC Bank as well as various experiences in Customer Service industries. Ms Linda has brought together a highly respected group of telemarketing and customer relations specialists who have a total of 25 years of combined experience with this industry.

The company's main clients will be companies that require high amounts of communication between themselves and their clients. This includes banking industries and services, and companies that wish to outsource first-level help desk support. By focusing on institutions such as these that have special needs, we believe we will be able to better serve our clients and produce a superior service that is more effective that other call center firms.

Key Personnel of Powerful Services Sdn Bhd.

|Names |Designation |Education |Individual | | | | |Investment | |Azlinda Binti Abas |Chief Operating Officer |Master in Management AEU, MBA in Twintech |250,000 | | | |University | | |Fairah Binti Roslim |Vice President Marketing |Degree in Business Administration UM |100,000 | |Ahmad Shakir Bin Abas |Director of Operation |Degree in Accounts in Uitm Shah Alam |100,000 | |Zuraina binti Sulaiman |Finance, HR and Control Director |Degree in accounts in Uitm Segamat |100,000 | |Ahmad Fariz bin Md Fauzi |Vice President of IT and Technical Support |Masters in Computer Science in UM |200,000 | | |Engineer | | | | |...
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