We needed a change programme for our Call Centre. After speaking to many training providers, we engaged Monochrome because they offered the level of energy, depth of experience, clarity of strategy and most importantly a well thought through execution plan that we were looking for. Both Lee Hing and Lee Wei spent time to conduct a detailed TNA and engaged all stakeholders before presenting their customized programme. Truthfully, we were not fully convinced that we needed the 3 suites of programmes but after listening to their rationale, we agreed to put it to test.

We had great fun during the programmes delivery, there was so much laughter that a few of us needed to massage our cheeks throughout the day due to spasm from too much laughing. Needless to say, our team engagement was high. Lee Hing and Lee Wei used different techniques to ensure all learnings are well internalized in each participant throughout the sessions. It was refreshing and our team members loved it.

After the programme, we monitored progress of each team member. There is an immediate increase in voice of appreciative customers, which is the best validation. Team morale is also maintained at a high note.

Generally, Monochrome is very accessible throughout, making it easy to get answers to any questions we may have. Shortly after this programme, I have also recommended Monochrome for another programme for our branches. I look forward to another stellar performance by Monochrome.


Head, Customer Advocacy & Service Quality
United Overseas Bank (Malaysia) Bhd