SYARIKAT AIR TERENGGANU CHOOSES VADS AS THE OUTSOURCING PARTNER FOR ITS COMPLAINT HOTLINE

Syarikat Air Terengganu Sdn Bhd (SATU) today launched TALIAN ADUAN SATU 1-300-88-2111 in collaboration with VADS Berhad (VADS), Malaysia’s leading customer contact centre outsourcing partner.

The complaint hotline was officiated by YAB Dato’ Seri Haji Ahmad bin Said, Menteri Besar Terengganu. Also present at the event were Husain Embong, Chief Executive Officer, SATU and Ghazali Omar, Chief Executive Officer, VADS.
Ghazali Omar, Chief Executive Officer, VADS Berhad (2nd from right) exchanging documents with Tuan Haji Husain Embong, Chief Executive Officer, SATU (2nd from left) witnessed by YAB Dato’ Seri Haji Ahmad Said, Menteri Besar of Terengganu (centre), YB Dato’ Haji Abdul Razak Ismail, State Finance Officer (left) and Bernard Chin, Vice President, Business Process Outsourcing (BPO) VADS (right).

SATU, as the company that manages the operations of the water supply in Terengganu, is the first State Government agency of Terengganu that embark on this initiative to ensure the calls received at its customer contact centre are managed more effectively and efficiently in its effort to improve the customer satisfaction.

Speaking at the signing ceremony for the collaboration, YAB Dato’ Seri Haji Ahmad said, ”As a wholly-owned subsidiary of Terengganu State Government, I really hope that the management of SATU will continuously strive to improve the staff performance and the service quality in order to ensure that the water users in Terengganu receive the best available service. This is in line with the motto of Terengganu State Government ’Merakyatkan Pentadbiran Dan Pembangunan’. I would like to see that Terengganu citizens receive every service offered or delivered by every agency or subsidiaries of State Government and they and satisfy with the service rendered.”

Meanwhile, Ghazali Omar said, “As Malaysia’s leading customer contact centre operator with more than 5,000 workforce and almost 8 years of experience in managing and operating customer contact centres in Malaysia, VADS is the perfect choice as effectiveness of the method that we currently have in place in managing and operating customer contact centres have proven with the various international accolades that we receive throughout the years.”

”VADS is able to provide customised communications solutions tailored to the client’s specific requirement and needs. For SATU, we have ensured that the workforce at SATU call centre comprises Terengganu-originated staff who will be more fluent with Terengganu customers’ dialect, culture and needs. Hence, despite the call centre is physically situated in Kuala Lumpur, but rest assured, customers of SATU should not face any problem in comunicating and interacting with the call centre agents. Such factor gives the local unique values and will provide SATU’s customers with and enhanced and warm experience while increasing the customers satisfaction,” he added.

Commenting further on SATU complaint hotline, Dato’ Seri Haji Ahmad explained, “I am confident that the effort taken by the management of SATU in introducing this complaint hotline is aimed at further enhancing the service delivery to the users throughout Terengganu. One of the main issues faced by SATU is the high rate of non revenue water (NRW). In 2010, NRW level in Terengganu stood at 39.39% and I have given the target for SATU to reduce it to 35% for 2011. The State Government has also approved a total budget of RM1.7 million to replace the pipes with critical leakages. As at July 2011, the NRW level in Terengganu has reduced to 37.35%.”

“However, this NRW issue should also be the responsibility of the consumers and the communities. Consumers or communities can make reports on pipe leakages or tanks overflow or any service provided by SATU to this complaint hotline. I urge everyone to be more sensitive towards this matter and assist the management of SATU in mitigating the issue. Communities at all level should work hand-in-hand as in the end, the rakyat will benefit from this program,” he added.

Under this collaboration, VADS is responsible to operate SATU complaint hotline which include receiving all incoming calls, channel the information, enquiries or complaints received to the relevant local district offices, making the follow-up calls with customers as well as keeping the customers informed on the status of the issues they are facing.

SATU complaint hotline has been fully in operation and currently the contact centre receives approximately 2,500 calls per month from the customers of SATU throughout Terengganu.