PETALING JAYA, Oct 12 ( Bernama ) - The contact centre plays an important role in providing information fast, accurately and efficiently, and is the key to an excellent customer service.
Former prime minister Tun Dr Mahathir Mohamad said an organisation can develop and progress if it acts on the criticisms and complaints received via contact centre.
"The government also recognises the importance of contact centre via the establishment of 1MOCC (One Malaysia One Call Centre), a step towards enhancing the delivery of information from the government to the people."
Dr Mahathir, who is also president of Perdana Leadership Foundation, was speaking at "14th Malaysia CRM & Contact Centre Industry Awards 2013" organised by the Contact Centre Association of Malaysia (CCAM) here, Saturday night.
Also present were his wife, Tun Dr Siti Hasmah Mohd Ali, president of Customer Relationship Management and CCAM, Mohd Irwan Rizal and the Youth and Sports Ministry secretary-general, Datuk Jamil Salleh .
"We (contact centre staff) cannot ignore the basic principles of customer service such as product knowledge, accuracy, and users reliability toward products or organisations as this is the key to an excellent customer service."
Dr Mahathir said many people are solving their problems using social networking sites Facebook, Twitter and make the contact centre as the last resort.
The contact centre industry is seen as a growing and potentially lucrative industry providing some 40,000 jobs in customer service based on statistics released by Kelly Services (M) Sdn Bhd.
At the event, the Employees Provident Fund (EPF) contact centre won best contact centre in the public sector followed by 1MOCC while the Tourism Malaysia Contact Centre (TMCC) was third.
-Bernama/Kesatuan.
1 comment:
Congratulation to Tourism Malaysia Contact Centre for the 3rd placing in the contact centre in the public sector. Keep up the good work.
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