11 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 in Malaysia. 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
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TM One and Digital Johor empower Johor with JASS smart application
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UMW and TM One collaboration for hybrid cloud solutions to spearhead UMW’s digitisation journey
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TM ONE PARTNERS MINISTRY OF EDUCATION TO ELEVATE DIGITAL SKILLS THROUGH TVET PROGRAMS
KUALA LUMPUR, 30 October 2024 – TM One, TM’s enterprise and Government sector business solutions arm, has announced a strategic partnership with the Ministry of Education (MOE) to enhance Malaysia’s digital competencies, equipping students and educators from vocational colleges and secondary schools with essential digital skills that align with industry standards. The partnership, which was recently formalised through a Memorandum of Understanding (MoU) with MOE’s Technical and Vocational Education and Training (TVET) Division, targets critical areas such as artificial intelligence (AI), cloud computing, cybersecurity, and smart agriculture solutions. These initiatives will benefit both students and educators, ensuring Malaysia’s future workforce is ready to meet the demands of the digital economy. Shazurawati Abd Karim, Executive Vice President of TM One said, “We are pleased to collaborate with MOE to deliver industry expertise and digital infrastructures to uplift Malaysia’s TVET ecosystem. TM One will facilitate education and practical training on advanced technologies to the students and educators, preparing them for emerging digital trends and career opportunities. This aligns with the country’s transformation agenda and TM’s Digital Powerhouse aspiration to revitalise Malaysia’s talent and innovation ecosystem for a digitally enabled and globally competitive workforce.” This collaborative effort includes industry placements for educators to develop their digital expertise as well as co-creation of learning modules, syllabi, and curricula revolving technology and telecommunications education, creating a sustainable skills development framework for the future. Leveraging TM’s extensive nationwide connectivity, TM One will also enhance MOE’s digital infrastructure at TVET institutions, fostering a modern learning environment through network enhancements and relevant digital solutions. This collaboration is expected to produce a highly skilled and digitally proficient workforce, positioning Malaysia as a leader across various sectors. Through this initiative, TM One and MOE are ensuring TVET students and educators are well-prepared with the right skills and certifications, providing greater digital access to students from all backgrounds and shaping a dynamic and digitally empowered Malaysia.
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