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MAYBANKSustainabilityREPORT2013
safety,healthandwell-being
MGCC is one of the important points of contact for existing and potential customers. Staff at MGCC collectively work
towards one major goal, which is to deliver fast, friendly and quality service, each time they engage with a caller. With
over 500 staff and a contact centre that is operational 24/7, MGCC is one of the largest call centres in Malaysia.
Since its launch 13 years ago, MGCC supports customers from various lines of business. Today, MGCC ensures that it
continues to live our humanising mission and deliver our brand promise to customers as it expands its operations to
support cash management of Singapore and Greater China.
Our emphasis to the training and development of our people is essential in realising our aspiration to evolve MGCC to
a call centre that is capable of proactively cross-selling and providing value-added solutions to customers beyond just
mitigating transactions and escalating functions.
challengesofahighdemand
environmentatMAYBANKGROUP
CUSTOMERCARE (MGCC)
18,000
calls or 500calls
every half an hour during
peak periods per day
Whatkindoftrainingdoyoureceive?
Given that MGCC is adopting and benchmarking our services with best practices and embedding a high-performance call centre, it is critical that our teams have the
necessary skills to deliver best-in-class service to all stakeholders.
Apart from relevant product knowledge training, we are also given customer service training. All of these are supported by monthly quizzes to constantly gauge team
effectiveness and efficiency. We also collaborate closely with Group Organisational Learning, Group Human Capital to customise learning programmes specific to
MGCC’s needs.
CallCentrejobsareperceivedasstressful.
Howdoyoumaintainapositiveworkingclimate?
Being the front-line touch point for our customers, keeping the team motivated is of utmost importance as we deal with a multitude of needs of our diverse customer
portfolio and meet their expectations consistently.
We have various ways to de-stress, maintain high energy levels and strong motivation all the time. At MGCC , we provide facilities for the staff to de-stress, such as
recreational facilities to play games, read or even watch television. The workplace environment is being refreshed in 2014 to give it a more comfortable and conducive
environment for our staff to re-energise themselves.
Our group huddles prior to each work shift are important avenues to lift the spirit and keep all well informed on the latest development that would impact our
customers. Reviews of MGCC ‘s performances, sharing achievements and feedback or improvements, amongst others, contribute to the higher levels of engagement.
It energises our people to be more alert TIGERs!
MGCC realises that it represents the ‘Voice of the Bank’ for our external customers and also the ‘Voice of the Customers’ for our internal stakeholders. Therefore,
what will move the needle to a higher level in 2014 is the ability to provide proactive solutions to achieve consistent positive customer experience. All at MGCC are
committed to successful collaborations with internal stakeholders for a better Maybank.
OURPEOPLE
