Kuala Lumpur - Telekom Malaysia Berhad (TMB), Electronic News Sdn Bhd (EN) and Hewlett-Packard Sales (Malaysia) Sdn Bhd (HPSM) have completed setting up the Telekom Call Center Management System (TCCMS). This center is the largest distributed call center in Malaysia, and the first of its kind in South-east Asia.
The RM20 million system comprises two Outbound Call Centers located in Kuala Lumpur and Taiping (Perak), and three Inbound Call Centers located in Kuala Lumpur, Senai (Johore), Taiping (Perak), and Kuching (Sarawak). These centers are inter-connected by high-speed E1 links.
The successful completion of the project was marked by a ceremony attended by Telekom Malaysia Berhad's Chairman, Yang Berbahagia Dato' Ir. Md. Radzi Mansor, En. Hanafiah Abdul Rahman, Managing Director of EN, En. Badlisham Ghazali, Managing Director of HPSM and senior officials from TMB, EN, HPSM & the partners.
Convenient One-Stop Service
Operating as the TM1050 service, the center provides TMB customers a convenient one-stop service, with a single number to call, for a wide range of services, including product inquiries, billing inquiries, order placement, and complaint management.
"These call centers are strategic investments by TMB to help up create greater intimacy with our customers and significantly improve the total quality of service provided by us," said Telekom Malaysia Berhad's Chairman, Yang Berbahagia Dato' Ir. Md. Radzi Mansor.
TCCMS will improve customer responsiveness by distributing calls across the centers, thus reducing congestion at any one center. It will also speed up and improve the management of customer inquiries. Those inquiries which are not completed within a certain period will be escalated to a higher authority for urgent attention.
More importantly, TMB customers will receive prompt answers from a single source, without having their inquiry passed on from one department to another. This is because the system is integrated to TMB's legacy applications and the call center personnel will have access to all customer details to help them answer telephone inquiries. Doing business with TMB will also be easier, as customers can either call '1050' or send a fax or e-mail to the call center.
Integration of Advanced technologies
TCCMS integrates a number of advanced technologies. These include automatic call distribution (ACD), interactive voice response (IVR), Smart Contact Computer Telephony Integration (CTI), Inbound and outbound call management, Smart automatic dialer, e-mail and fax communications technologies. It is also integrated to TMB's legacy systems.
The system is powered by a bank of five HP 9000 K-class Enterprise servers, which are linked to each other via high-speed E1 links.
The TCCMS project was awarded to Electronics News Sdn Bhd who provided the site preparation, networking solutions and project coordination. HP Consulting was the main systems integrator.
Commenting on the successful completion of the project, En. Badlisham Ghazali, Managing Director of HPSM, said: "TCCMS again showcases the close cooperation that HP has built with Telekom Malaysia, with several successful projects completed over the years."
"This project also takes pride of place as the region's first distributed call center. HP and our partners share Telekom Malaysia's pride in this landmark of our country's achievement."
"The TCCMS project was one of the larger and more strategic projects undertaken by HP Consulting for the Malaysian telecommunication sector," said En. Fitri Abdullah, Country Consulting Manager, Communications Industry, HP Consulting, HPSM. "The project could not have been successful if not for the dedication, and close working relationship of the project team members from Telekom Malaysia, HP and our partners."