My EG Services Berhad Annual Report 2020

ANNUAL REPORT 2020 75 MATERIALITY MATTERS (CONT’D) Live Chat FY2020 Highlights Average Live Chat Response Rate Higher Live Chat month Response Rate 64% Fastest Live Chat Response Time 1.10 minutes 93% Average Live Chat Response Time 1.20 (February 2020) minutes (September & November 2020) CUSTOMER SERVICE TRAINING In addition to systems and processes, MYEG continues to emphasise the human element in the delivery of customer TFSWJDF *O ': UIF (SPVQ PSHBOJTFE DVTUPNFS TFSWJDF USBJOJOH TFTTJPOT GPS JUT DPVOUFS BOE IFMQEFTL QFSTPOOFM Our new hires were trained on our service offerings as well as the proper interpersonal skills and problem solving efficacies needed to address customers’ concerns and inquiries successfully. As MySafeTravel was introduced in 2020 along with a dedicate customer service hotline, related training was provided on this as well. Here are the customer service trainings conducted in FY2020: Date Training Topic No. of Attendees Department August 2020 New Intake Training )&-1%&4, 1 September 2020 New Intake Training 2 CRE* 1 October 2020 MySafeTravel Product Training $BMM BOE &NBJM "TTJTUBODF )&-1%&4, 12 October 2020 New Intake Training 1 CRE* 1 December 2020 MySafeTravel Product Training &NBJM "TTJTUBODF 3 CRE* * Customer Relations Executive (“ CRE ”) CUSTOMER SATISFACTION SURVEY 8F IBE QSFWJPVTMZ MBVODIFE B DVTUPNFS TBUJTGBDUJPO TVSWFZ PO PVS NBJO QPSUBM FODMPTFE XJUI DVTUPNFS FYQFSJFODF related metrics that include customer satisfaction scores, breakdown of new and returning customers, most popular engagement channel and common complaints. We were unable to carry out our survey in FY2020 due to the unpredictable operating hours as well as service delivery complexities caused by the pandemic. However, we remained committed towards carrying out customer satisfaction improvements based on the previous year’s survey results although difficulties related to the pandemic had made us put our implementation measures on hold. We endeavour to expand upon our customer satisfaction evaluation format to include assessments on our government and commercial online services, brand awareness evaluation and more. In FY2021, we target to improve on our customer satisfaction performance since with the added MySafeTravel service and ensuing dedicated customer service personnel, the number of current support structures may be considered inadequate. Moreover, we are revising the complaint procedure to ensure each escalated matter is recorded and handled in an BEFRVBUF BOE TNPPUIFS NBOOFS 8F BSF BMTP MPPLJOH JOUP JODSFBTJOH UIF FGàDJFODZ PG PVS OPO QIZTJDBM DPNNVOJDBUJPO channels to minimise customers’ visits to our physical offices. $VTUPNFST XJTIJOH UP QSPWJEF GFFECBDL UP VT DBO DPOUBDU PVS HFOFSBM IFMQMJOF BU IFMQ!NZFH DPN NZ PS DBMM SUSTAINABILITY