TM One receives iso certification

Kuala Lumpur: Telekom Malaysia Bhd's ™ business solutions arm, TM ONE, has received the international standard ISO 18295-1:2017 certification on service requirements for customer contact centres (CCC) from Sirim QAS International Sdn Bhd.In a statement on Tuesday, TM ONE Executive Vice President Azizi A. Hadi said the certification was a testament to the company's expertise as well as dedication to constantly evolve and improve 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 centre operations and reinforce our leading role in business process outsourcing industry in Malaysia," he said.

TM said 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.

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It specifies the performance metrics, in the form of key performance indicators, as and where required.

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"For our customers, the certification means that they can be assured of the service level satisfaction and improved customers experience. With such assurance, TM ONE customers will able to continue delivering enhanced services and proactively meet or even exceed their end users' needs," added Azizi. – Bernama

Photo Source : TM

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