Progresif is upgrading its call centre infrastructure as it pledges to improve its service in wake of growing subscribers.
The telco today signed an MoU with Lao-based Asian Contact Center (ACC) to roll out the first phase of improvements that would 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.
“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.
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.
The BPO centre will support increasing demand for contact centres in the region for English, Malay and Chinese speaking clients.
The partnership positions Progresif as an important contributor to the country’s objectives for increased foreign direct investment and economic diversification strategy.
“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.
The first phase of the project is already underway and is expected to be completed by the end of September 2018.
This iniatitive is supported by the Brunei Economic Development Board (BEDB) and the High Commission of Canada in Brunei.