GEORGE TOWN, Dec 4 – Penang Chief Minister Lim Guan Eng launches PBAPP’s new 24-hour call centre which is located at Level 58, Komtar here this morning. It is a fully outsourced facility that is managed by TM ONE, the complete business solutions arm of Telekom Malaysia Berhad.
Also present were the two Deputy Chief Ministers Datuk Mohd Rashid Hasnon and Dr P. Ramasamy, and exco members Lim Hock Seng and Phee Boon Poh; as well as PBAPP CEO Datuk Jaseni Maidinsa and chief technical officer of TM ONE Nizam Arshad.
He said PBAPP is Penang’s water supplier; and water supply is a 24/7 public service while every day, 1.72 million people in Penang and all the business in Penang, including multinational manufacturing operations and 5-star hotels and resorts, expect good quality treated water from PBAPP.
He also added that PBAPP had launched three key channels of communication to stay in touch with water consumers in Penang:
- The “myPBA” mobile app for smart phones and tablets, launched in February 2017. “myPBA” is the first apps in Malaysia that allows Penang water consumers to settle their water bills via connected smart device.
- Frequent postings in the ‘PBAPP Penang’ Facebook page to share information with the public, 24/7, via the popular social media platform.
- The new 24-hour Call Centre that is more technologically advanced, strategically located and cost-efficient.
Meanwhile, Jaseni said PBAPP had been publishing its new 24-hour Call Centre contact number ( 04-255 8255) since 15 May 2017. He said the number was necessary because PBAPP had fully outsourced its call services to TM ONE.
He said all the centre’s operational components, including technologies, facility management services and training, are managed by TM ONE. However, he also added that, PBAPP’s consumer date security is guaranteed in the PBAPP-YM ONE operational agreement.
Jaseni cited 5 key reasons for the establishment of the new PBAPP 24-hour Call Centre:
- Continuous improvement in customer services, in accordance with PBAPP’s ISO 9001: 2015 commitment.
- Benchmarking the PBAPP 24-hour Call Centre’s services to the international ‘Customer Operations Performance Centre’ (COPC) standards, via the collaboration with TM ONE.
- Continuing compliance to the key performance indicators (KPIs) set by the National Water Services Commission (SPAN) for attending to customer complaints. PBAPP’s customer base grew by 23.8% from 476,179 registered water consumers in 2008 to 589, 797 consumers in 2016.
- Cost savings over a 10-year period through outsourcing, instead of upgrading PBAPP’s previous call centre that had been operational during the 2002 – 2016 period.
- Customer satisfaction through the provision of precise and timely information to consumers, who are likely to call PBAPP only when they need advice, assistance or information.