Progresif is upgrading its call centre infrastructure to boost customer service

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Progresif headquarters, Gadong. Image: Ridhwan Kamarulzaman

Haadi Bakar

Progresif Cellular is upgrading its call centre infrastructure as its pledges to improve its service amidst growing subscribers.

The telco today signed an agreement with Lao-based Asian Contact Center (ACC) to kick-off the first phase of improvements that will hopefully boost its customer service response and solution turnaround time.

“Our call centres will be upgraded to become more efficient and be able to handle much larger volumes of customer enquiries, to begin with,” said Devin Edwards, Chief Marketing Officer at Progresif, adding that customers can expect immediate improvements in service quality and customer experience.

“We are excited to be in this partnership with the ACC and their partners, Aheeva (a Canadian company) and Atelka, both companies which have extensive experience in providing contact management solutions,” Edwards added.

Paul Taylor (3rd R), CEO of Progresif, together with representative from Lao-based Asian Contact Center and Canadian High Comm. Image: Courtesy of Progresif

The agreement with the ACC also sets the stage for a partnership with the Lao-based firm to establish a regional BPO (Business Process Outsourcing) centre in Brunei.

Progresif said the BPO centre will support increasing demand for contact centres in the region for English, Malay and Chinese speaking clients.

Supported by the Brunei Economic Development Board (BEDB) and the High Commission of Canada in Brunei, the partnership positions Progresif as an important contributor to the country’s objectives for increased foreign direct investment and economic diversification strategy.

The first phase of the project is already underway and is expected to be complete by the end of September 2018.

“We are very much looking forward to expanding our BPO services to Brunei. This partnership will allow us to create new job opportunities in the region and offer a new range of services to the ASEAN market,” said Kevyn McGraw, CEO of ACC.

Soon Loo, CEO of BEDB, said that the collaboration would lead to hiring of more Brunei talents.

“We are excited for more international companies to discover that Brunei is a great place to locate their businesses to tap into the larger ASEAN market,” the CEO said.

The Bruneian