ANNUAL REPORT 2023 87 MATERIALITY MATTERS (cont’d) Customer Service Personnel Highlights Immigration CUSTOMER SERVICE COUNTER Road Tax 17 4 16 3 15 2021 2022 2023 2 Live Chat HELP DESK Call E-mail 6* 22 8 6 10 25 9 16 9 *Live Chat halted in March 2021 due to expired licence. MYEG redeploys its customer service workforce from time to time to support in-demand channels to ensure sufficient capacity in the various areas of customer service. Upon reviewing the prevailing SOPs and organisational chart in FY2023, the Group managed to continue optimising manpower to manage the high volume of queries received. Phone Call Queries Highlights Average Call Answered Rate ROAD TAX Highest Call Answered Rate 90% 97% 95% 96% 91% 98% Average Call Answered Rate MYSAFETRAVEL Highest Call Answered Rate 90% 96% 95% 98% - - Average Call Answered Rate IMMIGRATION Highest Call Answered Rate 90% 96% 95% 98% 92% 2021 2022 2023 99% *The MySafeTravel phone call service was discontinued in FY2023 For FY2023, MYEG was focused on improving the productivity of the team by ensuring that more chats were answered. Through measures implemented, the Group successfully increased the chat answered percentage to 99% compared with 95% in FY2022. The remaining 1% of chats not answered by agents were still attended to as emails via the ticketing system, which has been synced with the chat system. Regarding incoming calls, despite the surge in calls after May 2023 due to policy changes pertaining to services offered, the Group managed to maintain a 91% rate of answered calls. Additionally, for customers who were unable to immediately reach any personnel, call backs were arranged to ensure that all incoming transactions were attended to. Customer queries across immigration and road tax service segments continued to be spread between phone calls and MYEG’s live chat service, helping to mitigate any disproportionately high volume of calls. SUSTAINABILITY STATEMENT
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