Latest news with #callCentre
The Independent
02-07-2025
- Business
- The Independent
ResQ - Turning data into action for an unbeatable customer experience
Despite the sector moving rapidly into an AI-powered era, human conversation is still critical in managing customer service and sales. Every interaction counts, and relying on sample-based QA or outdated coaching models is no longer enough. ResQ is an outsourced call centre business, and iQ is its next-generation AI platform that helps service businesses elevate the performance of their people and their processes. Built by a contact centre, specifically for contact centres, it provides real-time visibility, actionable insight and quality assurance across 100 per cent of customer interactions. Many contact centre businesses are focused on using AI to automate customer interactions and drive down cost. ResQ's focus isn't on replacing people – it's about supporting them to perform at their very best. IQ listens to every call, flags risk, tracks sentiment and identifies what top-performing agents are doing differently and shares it across the team. This empowers managers to coach with precision, not guesswork, and gives agents timely feedback they can act on straight away. ResQ's blue-chip clients are benefitting from increased first-call resolution and conversion rates, reduced cost-to-serve through more efficient operations, fewer compliance breaches, reduced risk exposure and faster onboarding and upskilling of agents with intelligent coaching tools. When teams are supported by the right technology, they're more confident, more consistent, and more commercially effective. Unlike many generic AI tools, ResQ iQ is contact-centre specific, system-agnostic and easy to integrate into existing workflows. It delivers the kind of clarity and oversight that helps you scale without losing control – whether your operation is onshore, offshore, in-house or outsourced. By surfacing data you can trust and turning it into action at the point of need, ResQ iQ helps leaders focus on what really matters: improving outcomes, reducing risk and creating better customer experiences – all without adding headcount or overhead. In a world where AI is often used to automate conversations, ResQ iQ uses it to improve them. It's about making sure every customer interaction, no matter who answers the call, meets the standard your brand demands and your customers expect.
Daily Mail
01-07-2025
- Business
- Daily Mail
BREAKING NEWS Qantas customer's data leaks in major cyber attack of the airline
Qantas has confirmed a major data breach has impacted the airline. 'We understand this will be concerning for customers. We are currently contacting customers to make them aware of the incident, apologise and provide details on the support available,' the airline said. 'The incident occurred when a cyber criminal targeted a call centre and gained access to a third-party customer servicing platform. There is no impact to Qantas' operations or the safety of the airline.
Free Malaysia Today
15-05-2025
- Free Malaysia Today
Penang cops smash syndicate offering fake prizes
Penang police chief Hamzah Ahmad said four local residents aged between 18 and 28 admitted to working as call centre operators for the syndicate. (Bernama pic) PETALING JAYA : Penang police have busted an online scam syndicate run by foreigners, which offered fake gift card deals through a call centre operating from a luxury condominium in Alma, Bukit Mertajam. The operation was carried out by a team from the Seberang Perai Tengah police headquarters and Penang commercial crime investigation department after several days of surveillance and intelligence, said Penang police chief Hamzah Ahmad. 'Four local residents, including a woman, aged between 18 and 28, admitted to working as call centre operators for the past week. They were paid RM2,600 a month. 'Also at the premises were a foreign man and woman, aged 23 and 38, who entered Malaysia on May 1 using social visit passes. They are believed to be the main masterminds of the syndicate,' Bernama quoted Hamzah as saying today. He said an investigation revealed that the syndicate scammed victims with fake prizes offered through the Telegram app, using a group called 'Malay Telegroup 875' to collect personal details. The personal details were then sent to a third party, believed to be based in Kuala Lumpur, who would later contact the victims and ask them to pay certain fees to claim the fake prizes. Police seized several items from the premises, including four monitors, eight mobile phones, three modems, four keyboards, four purchase receipts and RM5,000 in cash. The suspects have been remanded until May 16 to assist in the investigation under Section 420 of the Penal Code for cheating.
Malay Mail
14-05-2025
- Malay Mail
Penang police bust foreign-led fake gift card scam operating out of posh Alma condo
BUKIT MERTAJAM, May 14 — Penang police have busted an online scam syndicate run by foreigners, which offered fake gift card deals through a call centre operating from a luxury condominium at Alma here. State police chief Datuk Hamzah Ahmad said the operation was carried out by a team from the Seberang Perai Tengah District Police Headquarters (IPD SPT) and the Penang Commercial Crime Investigation Department after several days of surveillance and intelligence gathering. 'During the raid, police found four local individuals, including a woman, aged between 18 and 28, who admitted to working as call centre operators for the past week. They were paid RM2,600 a month. 'Also at the premises were a foreign man and woman, aged 23 and 38, who entered Malaysia on May 1 using social visit passes. Both are believed to be the main masterminds of the syndicate,' he said in a statement today. Initial investigations revealed that the syndicate scammed victims by offering fake prizes via the Telegram app. They used a group called 'Malay Telegroup 875' to collect personal details from victims. Hamzah said the scammers would call victims, offer them fake prizes, and ask for personal details. These details were then sent to a third party, believed to be a Telegram administrator based in Kuala Lumpur, who would later contact the victims again and ask them to pay certain fees to claim the fake prizes. Police seized various items from the premises, including four monitors, eight mobile phones, three WiFi modems, four keyboards, an access card, internet cables, three folding tables, four chairs, four headphones, RM5,000 in cash, a house key, and four purchase receipts. All suspects have been remanded for three days until May 16 to assist in investigations under Section 420 of the Penal Code for cheating. — Bernama
