Just in case you missed our tour in Maxis Contact Centre, you can check out our spontaneous live Facebook video here (part 1) and here (part 2). For this editorial, I'll be writing about some fun facts about the place, Technave's experience in walking around the Contact Centre and some eye-opening views about the support staff there.
In the Maxis Contact Centre, the office is divided into three separate floors under one roof, it's a well-designed, super casual and spacious environment. There are 700 customer care consultants at the office (including online assisted channel i.e. social media, live chat and collections) and they operate 24/7! All contact personnel have three main shifts, with sub-shifts in between, according to the traffic flow and call volume rostered by Maxis.
Tan Lay Han, Head of Sales & Service, as the spokesperson for the event
A QnA session with some of their consultants
The tour
Yes, that's a ping pong table in one of the meeting rooms
As mentioned earlier, the office's atmosphere is super casual. Maxis's design concept across all their office is reflective of the MaxisWay culture – which is being Positive, Passionate and Collaborative. The company encourages and promotes collaboration, flexibility, team mobility, smarter and simpler ways of working in a fully open space on each floor (there are no cubicles at all).
Visiting the sleeping cubicle (right)
The 'street' culture around the office which includes arts, music, sports and the outdoors, the social aspect of things, especially the colour green are in line with the design concept and helps to enhance creativity, energy as well as create a fun environment.
Of course, it's not all just all fun and play-all-day for the staff. Maxis also has a training curriculum organisation-wide, end-to-end improvements to all processes, policies, products, customer touchpoints, communication and insights, to ensure they do their best in providing their customers with the solution they need. Besides the contact centre, the company have other digital touchpoints such as their corporate website, Maxis Online Store, social media (Facebook & Twitter) and live chat channels, as well as dedicated apps (MyMaxis & RED App).
This was in the cafeteria (which is probably the best place to be in the office lol)
Ultimately, the contact centre's goal is not just answering the customers' question, but to provide a one-stop solution in the first call (they call it the Single Call Resolution). In my opinion, many people won't have many thoughts on the support staff behind the phones and will take them for granted. These consultants are actually the unsung heroes for pulling off an all-nighter solving problems, by doing so they have to sacrifice their time with their friends and family missing out special occasions and holidays. So next time if you speak with one, be nice to them because they're human too.
Well, that's our experience from the tour. We would also like to give a shoutout to Maxis for the fun tour and maybe subscribe to our YouTube channel for more future unboxing and first impression hands-on videos too (pretty please? lol). Stay tuned for more news at Technave.com!
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