TM ONE Becomes the First Telco to be Certified with International ISO 18295-1:2017 by SIRIM for its Contact Centre Services
21 Dec 2018
TM ONE BECOMES THE FIRST TELCO TO BE CERTIFIED WITH INTERNATIONAL
ISO 18295-1:2017 BY SIRIM FOR ITS CONTACT CENTRE SERVICES
Reinforces its leading role in business process outsourcing industry in Malaysia
TM ONE, the business solutions arm of Telekom Malaysia Berhad (TM) was recently awarded the international standard ISO 18295-1:2017 certification, making it the first Telco in Malaysia being awarded with the certification. The certification award was introduced by International Organisation for Standardisation (ISO) in 2017, specifically on service requirements for customer contact centres (CCC). In Malaysia, the certification was conducted by the Standard and Industrial Research Institute of Malaysia (SIRIM) QAS International Sdn Bhd.
Nizam Arshad, Vice President, Business Technology, TM ONE accepted the certificate from YB Dr. Ong Kian Ming, Deputy Minister of International Trade and Industry in the presence of Tan Sri Dr. Ir. Ahmad Tajuddin Ali, Chairman of SIRIM.
Commenting on the certification, Ir. Ts. Azizi A. Hadi, Executive Vice President, TM ONE said: “The ISO 18295-1:2017 certification marks another milestone for TM ONE. It is a testament of our expertise as well as dedication to constantly evolve and improve our processes and services to meet the highest international standards. This directly contributes to the increased efficiency of our contact centre operations thus providing greater confidence level to our clients. We will continue to strive for excellence in our contact center operations and reinforce our leading role in Business Process Outsourcing (BPO) industry in Malaysia.”
The ISO 18295-1:2017 qualification is applicable to both in-house and outsourced (third party operator) CCCs of all sizes, across all sectors and all interaction channels, including inbound and outbound. It specifies the performance metrics (in the form of Key Performance Indicators – KPIs) as and where required. To ensure preservation and compliance to the certification, TM ONE will continuously conduct its own internal audits on quarterly basis as well as a yearly external audit exercise.
“For our customers, the certification means that they can be assured of the service level satisfaction and improved customer experience. With such assurance, our customers will be able to continue delivering enhanced services and proactively meet or even exceed their end users’ needs,” he added.
Positioned as the enabler for businesses to realise the full potential of their digital opportunities, TM ONE enables its customers’ digital journey through its seamless vertical and horizontal solutions where it is brought together by its people, processes and state-of-the-art technology. In realising the customers’ digital transformation, TM ONE owns two (2) state-of-the-art Tier III certified twin-core data centers located at Cyberjaya and Iskandar Puteri to fulfill the hosting, cloud and Internet of Things (IoT) requirements of our existing and future potential customers.
For further information on TM ONE and its service and solution offerings, visit www.tm.com.my/tmone.
Telekom Malaysia Berhad (TM), Malaysia’s Convergence Champion and No. 1 Converged Communications Services Provider offers a comprehensive suite of communication services and solutions in fixed (telephony and broadband), mobility, content, WiFi, ICT, Cloud and smart services. As a market leader, TM is driven by stakeholder value creation in a highly competitive environment. The Group places emphasis on delivering an enhanced customer experience via continuous customer service quality improvements and innovations, whilst focusing on increased operational efficiency and productivity.
For further information on TM, visit www.tm.com.my.
About TM ONE
TM ONE, the enterprise and public sector business solutions arm of Telekom Malaysia Berhad (TM) Group, is positioned as the ONLY ENABLER for businesses to realise their full potential of their digital opportunities. TM ONE enables our customers and / or partners’ digital journey through our seamless vertical and horizontal solutions where it is brought together by our people, processes and state-of-the-art technology. TM ONE’s effective digital solutions host a customised and dynamic use of product and services that are well suited for our enterprise and public sector customer’s journey toward their digital transformation.
Together with our multinational team of experts across Malaysia and Indonesia, the depth and breadth of expert skillsets among TM ONE personnel sets us apart from the rest. TM ONE enable businesses with customised value-based innovative digital solutions which allows our customers to focus their core business. This is in line with TM’s philosophy of “Life Made Easier”, for a better Malaysia.
For further information on TM ONE, visit www.tm.com.my/tmone.