ANNUAL REPORT 2021 85 SUSTAINABILITY CUSTOMER SERVICE TRAINING Due to the pandemic, no physical training sessions were arranged due to the high volume of transactions on our non-physical communication channels. However, we promoted multitasking in our customer service counter team by re-assigning them to assist in handling MySafeTravel inquiries via e-mails during the closure of the physical counters. While it was a unique challenge to transition from on-site training to digital training sessions, we managed to familiarise the trainer and support team with digital communication platforms so that our online training sessions were carries out smoothly. In FY2022, we target to have a more organised training schedule to ensure new or existing customer service agents are updated with the latest information and skills on customer experience and MYEG’s newer products and services. We will constantly review the process flow and SOPs of our customer service training sessions to ensure the right abilities, skills and information are conveyed in meaningful training initiatives. CUSTOMER SATISFACTION SURVEY To keep track on how our customers experience has been using our products and services, a customer satisfaction survey has been created in order to give us more accurate feedback. In addition to this, we also have an improved complaint procedure in place to display areas where our customers feel we can improve on. Our customer satisfaction survey goes into great detail by being separated into certain categories such as the breakdown of new and returning customers, customer satisfaction scores, most common complaints and most popular engagement channels. In FY2021, we primarily gathered feedback on our live chat service for the span of the three months it was running, before it got halted in March 2021. In FY2022, we target to have a customer feedback / satisfaction survey for every customer service channel under MYEG. We will continue to utilise the previous manual feedback form to ensure the usual metrics to measure and analyse the feedback given is still available for us to use. However, we do understand that there are limitations that come with using the manual feedback form, as it was unable to be distributed due to the limitations and closure of our counter operations during some periods in FY2021. In lieu of this, we plan to update our e-mail and live chat systems in order to better digitalise the feedback channels there. Overall, we target to improve on our customer satisfaction performance since the continuance of MySafeTravel and the introduction of MySafeQ would augur a larger and more dedicated customer service personnel group to be considered, as well as the number of current support structures may also be considered insufficient. Customers wishing to provide feedback to us can contact our general helpline at help@myeg.com.my or call 03-7801 8888. MATERIALITY MATTERS (CONT’D)
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