MY E.G. SERVICES BERHAD Registration No. 200001003034 (505639-K) 84 Average Live Chat Response Rate Highest Live Chat Response Rate *Live Chat halted in March 2021. 82%* 89% 64% 2021 2020 93% Our target for immigration and road tax phone calls was to maintain FY2020’s average rate of phone calls answered which was 90% and above. We hope to increase our manpower capacity and upgrade our customer experience call system to better improve our average calls answered rate. We aim to measure the success rate of achieving this target via daily, weekly and monthly report reviews. The COVID-19 pandemic significantly increased the average number of phone call transactions. However, we implemented the same solution for this situation as it we did for our customer personnel by implementing strict social distancing and limited support hours from 9am to 7pm to 9am to 6pm. Similarly, in regards to the highest rate of phone calls answered, the increased rates experienced in FY2021 compared to FY2020 across immigration, road tax and MySafeTravel sectors were due to the relocation of customer service agents from the live chat team to the phone call team to cater to the high volume of phone call transactions, as our live chat service was discontinued in March 2021. By doing this, we also handled the high volume of calls experienced due to the pandemic through arranging the support needed based on the most impacted customer service channel. We aim to maintain this target of 90% and above for the highest rate of phone calls answered calls, and thus we will review the requirement to add more agents or the process flow to reduce attention time taken for each call. Daily, weekly and monthly report reviews will be carried out to monitor our performance towards achieving our target. Despite a strong average live chat response rate in the first 3 months of FY2021, our live chat communication option was discontinued in March 2021. We have set a target to resume our live chat assistance in FY2022, even as we had to initially focus resources to more on the increased responses times from the e-mail communication channel. Daily, weekly and monthly report reviews will be carried out to monitor our performance towards achieving this target. Live Chat Highlights MATERIALITY MATTERS (CONT’D)
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