Malaysian mobile virtual network operator (MVNO) REDtone’s new contact centre is to be managed by Telekom Malaysia’s outsourcing arm VADS.
Based in the Puchong Financial Corporate Centre (PFCC) the new Contact Centre will handle all Level 1 inbound calls and emails, said REDtone’s chief executive officer Farid Yunus. Starting with a team of 10 customer service executives and a team leader, staff numbers are expected to grow to 40 by the end of the year, Farid said.
“As the only post-paid MVNO in the country, we face some unique challenges, especially in servicing and making sure all our customers stay happy,” he said. “We initially operated our own in-house helpdesk, but given our rapid subscriber growth in recent months, we frankly could no longer cope and had to seek expert assistance. We chose VADS due their mobile industry experience, implementation speed, flexibility and overall great value.”
VADS chief executive officer, Ahmad Azhar Yahya, said: “Today’s ceremony marks the beginning of a long and wonderful partnership between REDtone Mobile and VADS. We are happy that REDtone Mobile had picked us to manage their contact centre operations and we will ensure that their customers are well taken care of while continuously looking at ways to further enhance the customer service experience.”
The REDtone Mobile Contact Centre is open Mondays to Sundays from 7 am till midnight. Formed in 2008, REDtone Mobile, part of the REDtone Group, provides post paid mobile services using Celcom Axiata’s cellular infrastructure.