Wingo Starr Group Cronology


Malaysia & Australia


Ensure availability of complete inbound & outbound customer
service during working hours

Developed IVR welcome services & inquiry segment

Ensured inbound seller services, account inquired, shopping
cart & order details

Facilitated lead generation


Ease of access & timely & accurate dissemination of information

Provide intensive training to call centre representative

Seamless workforce following the custom-made workflow

The Client

Our client is a leading channel in Australia & Malaysia engage in e-commerce. Our client wanted to create a global e-commerce platform wherein consumers could find all the discounts items & vouchers on items they wanted to buy. The aim was to provide customer with great saving, fast & reliable delivery & trusted convenient online shopping experience. They wanted to stand by their commitments & priorities which is full purchase protection, safe & secure payment options

Business Challenges

Our client is a new player in e-commerce back in 2015 with big ambition. They wanted our support in building robust & enrichment of customer service experience. Their aim is to become the number one of ecommerce saving platform in consumer segments in Australia & Malaysia. To put our clients businesses in priority, they key challenge was to build the workflow and hiring the right people with suitable skill sets.

Our Solution

We crafted & customized our workflow to hit the clients objectives. Given with the fast pace of digital era, we lean down the process & equipped our connected team with our best practice. The customize solutions as follows:

Top-Notch Training Modules

Develop & provides a library knowledge in our portal to ease our connected team. Equip our connected team in an environment where our trainers introduced new members to their roles, specified training, monthly skills enhancement and 1 to 1 approach

Workflow Perfections
  • VR design to divert specific inquiries to the right resolutions
  • Initiating Live Chat Bot to increase the productivity
  • Facilitating Spike Live Calls
  • Initiating voicemail facilities after operation hours
12 X 7 Call Centre
  • Wingo Starr Group served as the first point of contact for customer facing account inquiries, shopping cart issues, shipping & order details.
  • We create data analysis & plan that helped to cater high call volumes triggered during any promotional launching.
  • We create a capable connected team to create ticketing to our external delivery teams
  • A provision for 10 additional connected team members were made for available for any assistance when neccessary
Onboarding Solutions

Launching on boarding process to facilitate new account holders

Sourcing & registering new merchant to sell their products in Australia & Malaysia

WSG Services

Responsible for service commitments & daily operations that the organization provides for its customers

Customer & Business Call Centre Services, including key account & connect team with a 12 hours 7 days call centre for account inquiries, shopping carts, shipping & order details

Ticketing & Resolutions Services coordinating with the delivery contractors

Key Result & Benefits

Custom-build & specific process flow which apply rule & guideline were set for the call centre representatives to achieve seamless customer service journey

High conversion & growth in E-Commerce business

Enhance seller experience across every channel and touch point

Maximize the productivity and improve agent efficiency

Reducing operating cost by optimizing efficiency of people & system

The Improved Outcome

They became one the top notch e-commerce company with millions of
transactions per month