Arkadin Launches New Global Customer Services Operation in Malaysia
24/7 Hub is Key Strategy for Reinforcing Local Customer Support−Central to Arkadin’s DNA
Customer support excellence is central to Arkadin’s DNA, having been a driving principle since the company was founded in 2001. “Our Local+Local=Global service program, which has client care teams providing operator assistance in 18 languages in close proximity to our customers, continues to be our primary support strategy,” says Frederic Athenosy, Arkadin’s VP Customer Operations. “This central hub for managing after-hours care ensures we deliver on our promise of a consistent high level of service to all of our global customers at any time of day.”
“Arkadin’s emergence as a major league collaboration services player globally− and especially throughout Asia Pacific− has been remarkable at a time when the market has slowed,” says Jessie Yu, Industry Manager, Asia Pacific ICT Practice for Frost & Sullivan. “Placing a global support operation in Malaysia in close proximity to fast growth regions of Japan, China and Singapore is a smart strategic move for ensuring continued strong performance.”
Malaysia was selected following a study of countries to determine the optimum location for the center. Its proximity to central Asia, Arkadin’s fastest growing global region, offers significant advantages due to its robust business infrastructure, and the ease with which the local technical support professionals speak Western and Asian languages.
A team of specialists, with deep technical expertise from a diverse range of backgrounds, are on site to provide live assistance for Arkadin’s full suite of collaboration services, including all elements of a roll-out. They are equipped with advanced technology for analyzing conferences in real time to ensure global customers receive the highest level of care. Ongoing training and evaluations are a core requirement.
Arkadin CEO and founder Olivier de Puymorin hosted a reception to officially launch the new center. Guests were entertained by a colorful demonstration of Malaysia’s famous Lion Dance.
About NTT Communications Corporation
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