Success Story​

Discover how we’ve driven success across key industries through tailored CX and BPO solutions.

From Automotive to Home Appliances, BFSI, and FMCG we help brands elevate customer experience and streamline operations.

  • Operational Excellence
  • Customer Engagement & Loyalty
  • Strategic Insights & Market Adaptation
  • Brand Trust & Reputation
  • Sustainable Partnership & Growth

Automotive

Elevated customer experience with 24/7 bilingual support, multi-campaign outreach, and expert-driven service quality achieving <5% abandon rate and 80%+ SLA.

Home Appliance

Enhanced customer journeys through specialized product knowledge, technical support, and NPS initiatives — achieving agile operations, KPI excellence, and scalable service delivery.

FMCG

Transformed contact center into a revenue channel with nutrition-specialized agents, daily productivity tracking, incentive programs, and IT solutions driving brand growth, quality CX, and cost efficiency.

BFSI

Enabled data-driven marketing by delivering brand health insights on perception, loyalty, and purchasing factors — empowering clients to refine strategies and outperform competitors.

Let's Explore Our Use Cases |

Automotive

Client Industry : Automotive Service Type : Fully Outsourcing

Project Challenges

Automotive full-loop service touchpoints based on the customer journey     (pre & post-purchase) including complaint handling Tier 1-2

  • 24/7 Automotive Contact Center (TH-EN)
  • KPIs commitment & Cost-effectiveness
  • Muti-outbound activities (PMS Booking, Recall & Refund, Test Drive, Survey)
  • Product Knowledge & Service Quality

Since 2019, MOCAP has operated the contact center and expanded its service scope to include outbound activities, social engagement, and crisis management through social listening.  We offer IT solutions, manpower management, and automotive expertise to meet client expectations while ensuring cost-effectiveness in line with current transaction volumes.

Inbound for Customer inquiry, product & service, complaint handling Tier 1-2, and case close follow-up

Outbound for PMS Booking, Recall Service, Refund (Accounting), Test Drive Invitation, Telemarketing & Survey

Headcount: 25 HCs

MOCAP is the number one automotive contact center, providing service based on experience, know-how, and expertise to deliver an excellent customer experience through collaboration between MOCAP and the client.

  • Automotive know-how and knowledge
  • Daily tracking for KPIs achievement
  • No limitation for the project expansion
  • Call calibration for service quality improvement
  • Fast implementation & flexibility for operation

Home Appliance

Comprehensive Financial Performance Review

Project Challenges

Home Appliance service touchpoints based on the customer journey (pre & post-purchase) including complaint handling and technical support

  • Mon-Sun 8.30-17.30 Home Appliance Contact Center (TH)
  • KPIs commitment & Cost-effectiveness
  • Outbound activities (NPS Survey)
  • Product Knowledge, Technical support, Create repair job to Dealer Service Center

Since 2021, MOCAP has operated the contact center and expanded service scope to include outbound activities, Ecommerce and Non-voice (Line) support. We offer IT solutions, manpower management, and Home appliance expertise to meet client expectations while ensuring cost-effectiveness in line with current transaction volumes.

Inbound for Customer inquiry, product & service,
complaint handling and technical support Tier 1

Outbound for NPS Survey

Headcount: 23 HCs

MOCAP delivers exceptional contact center services by leveraging deep industry experience, operational know-how. Our success is built on close collaboration with clients, particularly in the Home Appliance sector, where we bring extensive product knowledge and service expertise Home Appliance know-how and knowledge

  • Daily tracking for KPIs achievement
  • No limitation for the project expansion
  • Fast implementation & flexibility for operation

FMCG

Client Industry : Healthcare Nutrition Service Type : Fully outsourcing

Project Challenges

The client aim to be delivery the best CX to the client’s customer and transform cost center to revenue center.

  • Nutrition Specialized Skill for contact center
  • Agent Productivity and Service Quality
  • Revenue Center Transformation – Sales Channel
  • Lead quality (Duplication from digital campaign)
  • Complicated IT System

Since 2012, MOCAP has been providing the service to The client with the Facilities service and Payroll for 24 seats in total.

At the present , MOCAP provides and well supports the business expansion of The client more than 11 years that MOCAP would like to take opportunity to utilize our knowledge to support the business growth by proposing the best service solutions of outsourcing to The client.

Inbound for Customer inquiry, 1st tier Complaint handling, and product offering & order-taking      

Outbound along the customer journey, product consultation,  follow up brand usage, and trial offering to convert non-user to the new user

Headcount: 35 – 40 HCs

To achieve one of the missions of The client, maintain the highest brand quality, enhance service level. The process and operational are key success of the client brand reputation.

  • Training / Coaching Feedback / Talk Script Analysis
  • Productivity tracking daily basis
  • Reward and recognition program / Incentive & Motivation
  • Quality management support
  • Propose new IT solution for the operation improvement and cost saving improvement.

Banking, Financial Services, and Insurance (BFSI)

Client Industry : Consumer Product Service Type : Brand Health Check

Project Challenges

The clients aim to understand the brand situation among consumers and get the survey result that shows their brand performance to use for setting their brand and marketing strategy.

To gain the information that aligned to the market, the research design will be conducted by fieldwork survey from target consumers to get the attitude towards client brand among competitors and understand brand perception and positioning in the market.

MOCAP offer Brand Health Check (BHC) model to get the information about brand situation in the market and understand about consumer usage behavior and brand perception. The result will lead to the understand about customer brand loyalty (re-purchase intention) and engagement (recommendation to other) for client brand and competitors. These can help client set more effective marketing strategy that benchmarking to the competitors.

MOCAP offer Brand Health Check (BHC) Model that included

  • Brand awareness
  • Brand image & perception
  • Brand consideration set
  • Purchasing factors
  • Attitude and usage
  • Loyalty (re-purchase)
  • Engagement (recommendation)

With experiences from many projects of Brand Health Check study, MOCAP can gain the information reflexed to the brand situation in the market both client brand and competitors. Moreover, the result showed the brand perception, purchasing factors, brand usage, repurchase intention and brand recommendations.

The client can utilize the result to manage their market strategy more effectively and have better performance towards their products and services.

Contact Us

Get in Touch with Our CX Solution

  • 02-203-9000
  • inquiry@mocap.co.th
  • 08.30 AM - 17.30 PM