Chevron Pakistan Call Center Outsourcing Success Story - in Customer's words

Chevron Pakistan call centre (CSC PK) was started on March 10, 2006 when the first call was received at CSC. It was started with the objective of improving professionalism and enhancing standards of service of our customers.

This new unit has joint owner ship and cost sharing between lubricant business unit and Marketing. Marketing has managed the centre since July 2008. It has been formally inducted as a unit of area marketing support since August 20, 2009.

Chevron Pakistan call centre handles the following: -

• Order taking and preparation of sales orders in SAP PC8.
• Account information to customers.
• General information to customers related to product and services.
• Management of SMS counterfeit systems.
• Tracking of shipments from depots through SAP PC8.
• Co-ordination with terminals when necessary fro expeditious delivery to customer.
• Managing maintenance queries and forwarding them to the respective maintenance staff.
• Managing star card queries.

It’s a professionally run outsourced facility provided by a reputed call centre company, Arwen Tech (Private) limited, this company provides chevron with the office space at their premises and their staff.

Recruitment & selection of CSC agents is done through a stringent process to ensure the Quality of team members in order to maintain and meet expectations of management, client and customers. To guarantee  quality of work and productivity conducive environment, CSC hiring includes good academic background preferred experience in related field, good communication and interpersonal skills, fluency in English and urdu and knowledge of regional languages. Other competencies include positive attitude and ability to work under pressure. Training programs completion with a minimum of 90 % score is also mandatory for a candidate to become successful in entering the CSC team.

CSC was the entry point for Olympic in Pakistan. Successful implementation of Olympic at the entry point was crucial for the success of the entire project. CSC exhibited outstanding performance during Olympic go-live. Due to CSC’s remarkable efforts order taking to delivery was seamless right from the start of Olympic. We recognize CSC team for this effort.

Since Olympic go-live in October 2008, order taking is entirely handled by CSC fro refined oils and lubricants. CSC PK handles approximately 18,000 calls from various 13,000 orders per month. Additionally, all maintenance queries are managed through CSC.

We have identified gaps in certain processes and marketing support PERM has taken it on as a challenge to make this unit a center of excellence across the globe. Initially as a first step we have acquired benchmark metrics from the customer service centre, South Africa and are tracking the performance of CSC PK based on these metrics.

CSC Pakistan is lowest call centre in the region with all combined total cost of less than US $ 9,000 per month (including all staffing, overheads etc), which is shared by both lubricant and marketing business units.

Marketing’s vision is to offer and extend this service and standards to other geographies with in and outside the region.