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IAOP® includes Scicom (MSC) Bhd in the 2020 Global Outsourcing 100® as a world-class customer service provider and advisor

Scicom (MSC) Bhd is proud to announce that it has been listed in the 2020 Global Outsourcing 100® by IAOP®, which recognises the world’s best outsourcing service providers and advisors. This follows Scicom’s previous inclusion in the 2018 Global Outsourcing 100®.

Scicom (MSC) Bhd is proud to announce that it has been listed in the 2020 Global Outsourcing 100® by IAOP®, which recognises the world’s best outsourcing service providers and advisors. This follows Scicom’s previous inclusion in the 2018 Global Outsourcing 100®.

IAOP® is an international standard-setting association and advocate for outsourcing professionals that supports companies looking for international outsourcing service providers. The Global Outsourcing 100® list has been set up for companies seeking to work with the best companies in the outsourcing industry, providing the full range of outsourcing services including information technology, business process outsourcing, facilities and many other areas.

The criteria used to assess outsourcers mirrors the requirements of top customers when considering potential outsourcing service providers. For 2020, four (4) areas were considered and judged:

  1. Customer References
  2. Industry and professional Awards and Certifications.
  3. Programs for Innovation
  4. Corporate Social Responsibility (CSR)

“Companies that outsource, not only in the traditional sense but also through the wide array of the ever-changing collaborative business models, are scrutinizing their providers very closely, which is why choosing the right partners is more important than ever,” said Debi Hamill, IAOP® CEO. “Buyers understand there are hundreds of qualified service providers and advisors out there, but what they need to understand now is what makes each one exceptional. The Global Outsourcing 100 list has done just that. We’re proud to recognize Scicom (MSC) Bhd for being among these companies this year.”

Inclusion in the Global Outsourcing 100® list testifies to the quality of services and outcomes provided by Scicom and its team of multi-lingual native speakers from more than 40 countries. Our outcomes are founded on:

  • Unrivalled understanding of the linguistic, national and socio-economic factors that impact customer care preferences globally
  • Strategic input and leadership by our experienced industry practitioners
  • World class processes, IT and telecommunications facilities
  • A relentless emphasis on quality, insight, innovation, training and employee management which has resulted in below industry average turnover 

Chief Executive Officer, Dato Sri Leo Ariyanayakam commented Recognition from industry leaders like IAOP® validates our on-going strategy of innovation, investment in our people, and our endeavours to be the very best in the field of omni-channel, multi-lingual, tech support and high-quality customer care. We are now taking the skills gained in these areas into Digital Marketing and other E-Solution spaces for Corporate and Government partners on a worldwide basis”.  

Scicom launches Malaysia’s First Mobile Phone App to help combat the spread of Covid-19

The ‘Covid19-MY’ mobile App tracks where users have been, and compares these locations to known movements...

The ‘Covid19-MY’ mobile App tracks where users have been, and compares these locations to known movements of those who are at risk to check if paths were crossed.

People in close contact with those who have been infected by Covid-19 are at higher risk of becoming infected themselves, and of potentially further infecting others. Closely monitoring contacts after exposure (“Contact Tracing”) is therefore critical to ensure that all those affected get the care and treatment required to prevent the further transmission of this virus.  

“We see contact tracing as the key to stemming the spread of Covid-19 in Malaysia, and are proud to introduce Covid19-MY to support existing nationwide efforts to combat this virus by enabling location-driven contact tracing” said Scicom CEO Dato Sri Leo Ariyanayakam.

Developed specifically for those residing in Malaysia, the app asks users three (3) questions to determine their current risk-level to Covid-19. After that, the app keeps track of a user’s movements and compares them against where positively diagnosed and “Potential Risk” app users have been over the past 14 days. If the app finds a match (i.e. the user was in the same area at the same time), it alerts the user that they are at risk and recommends them to self-isolate.

For app users that have been identified as “Infected” or “Potential Risk”, the app keeps track of their movements to ensure that users are continuing to self-isolate and practice social distancing, while the app’s support team periodically checks in with users to monitor symptoms, and advise on the best care practices.

In addition to its value in contact tracing, the application also aims to serve as a centralised Covid-19 resource for the Malaysian population - providing easily accessible and up-to-date case statistics, Covid-19 updates from official news sources, MOH hotline and test centre information.

The release of similar mobile applications seems to have had a significant impact in other virus hit nations, with weekly reported cases decreasing by approximately 97.8% over the span of 7 weeks in China, and 85.4% over the span of 4 weeks in South Korea.

Scicom adheres to all user privacy regulations, while also taking all necessary precautions to protect the security of user data. All collected user data will only be kept for a period of 60 days, with data collected after that period being deleted immediately. All Personally Identifiable Information (PII) will be encrypted and protected using Encryption AES 128.

The app is developed in its entirety by Scicom (MSC) Berhad and incorporates key elements and features of proven apps developed around the world. The app is a CSR initiative by Scicom and is provided free of charge to the public and all relevant stakeholders in Malaysia. 

The beta version of the app is currently available for download from Scicom’s website or directly from the following link. This version of the application is currently only compatible with android devices, with the ios version of the application being released shortly.

COVID-19: Business as usual at Scicom

As a result of the recent challenges presented by the COVID-19 pandemic, we wanted to outline some...

As a result of the recent challenges presented by the COVID-19 pandemic, we wanted to outline some of the measures we have taken to ensure that we continue to serve our clients, their customers and our partners during this unprecedented period of uncertainty.

Using the latest technology available we have been able to ensure that most of our teams in Malaysia and Sri Lanka are enabled to work from home. To that end we have also put in dashboards, monitoring equipment, processes and systems to make sure all service levels and KPIs are being achieved for our clients and their customers.

Our business model has proven to be very resilient and we have acted very quickly to make sure that none of our customers have been impacted from a service delivery perspective, and that our staff can continue to support them from the safety of their homes.

The Coronavirus Pandemic has posed very significant challenges for businesses around the world, forcing us to adapt to new ways of working and to cope with government-mandated closures and social distancing measures. However, with the initiatives we have put in place we want our clients to know that the entire Scicom Team will make sure that all operations continue as usual and that we will provide all necessary support for our clients, their customers and their businesses as a whole throughout this crisis, while ensuring that we do not put our staff at risk and remain responsible corporate citizens in the global fight against the pandemic.

We wish you well.

Scicom named as a Representative Vendor in the Gartner Market guide for Customer Management BPO Service Providers 2019

Gartner does not endorse any vendor, product or service depicted in its research publications...

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Service Strategies® Lists Scicom (MSC) Bhd as Service Capability & Performance (SCP) Certified.

Scicom (MSC) Bhd has again achieved SCP Certification under the Support Standard, the standard...

Scicom (MSC) Bhd has again achieved SCP Certification under the Support Standard, the standard which benchmarks service performance against Industry leading service standards and providers.


Kuala Lumpur, Malaysia, 1st July 2018, Business process outsourcing and international solutions company Scicom (MSC) Bhd has again achieved certification under the internationally recognized Service Capability & Performance (SCP) Standards. Certification was achieved after the successful completion of a comprehensive audit of the company’s Kuala Lumpur contact centre operation.

The SCP Standards quantify service effectiveness based upon a stringent set of performance criteria and represent best practices in the industry. They provide a benchmark of service excellence, enable companies to validate performance and drive continuous improvement, thereby leading to improved customer experiences. To attain certification, companies must undergo rigorous audits of their service operations annually.

“Scicom continues to demonstrate excellence in the delivery of services on behalf of its clients,” said Greg Coleman, vice president of strategic programs for Service Strategies. “Audit results show Scicom is executing at a very high level, as validated by their position in our service maturity model, which maps organization maturity to the results of rigours inspections of business performance. The company has shown a strong commitment to continuously improving and innovating its business practices to deliver high-value customer experiences that drive satisfaction and loyalty for their clients.”

Scicom Chief Executive Officer, Dato Sri Leo Ariyanayakam said “Our continuous drive for excellence allowed us to rapidly achieve the highest stage on the SCP service maturity scale, but I am immensely proud that this year we have re-certified at an even higher level than last year and well above the industry benchmark. Our audit results provide independent confirmation that we are performing at a level that ranks us among the world leaders.”

Certification under the SCP Standards testifies to the quality of services provided by Scicom (MSC) Bhd, which besides world class IT and telecommunications facilities, include strategic input, consultancy services, in­-depth knowledge of local markets, and future­ ready contact centres.


About Scicom (MSC) Bhd

Scicom (MSC) Bhd was incorporated in 1997 in Malaysia. In 2005, Scicom (MSC) Bhd became a Public Listed Company (PLC) listed on the main board of Bursa Malaysia with service centres in Kuala Lumpur and Colombo, Sri Lanka.

Scicom (MSC) Bhd’s suite of services includes integrated solutions in Customer Lifecycle Management, Education Solutions, e-Commerce Solutions and e-Government Solutions. This business portfolio together with its industry expertise enables Scicom (MSC) Bhd to address client’s business challenges effectively and translate their strategic vision into roadmaps that rapidly create new sources of value and differentiation.

Over the years, the company has serviced many local conglomerates, multi-nationals and governments in Southeast Asia and worldwide. Over 200 million distinct transactions resolve, enhance, provide value and serve Scicom (MSC) Bhd’s customers across the Asia Pacific. Annually, the company interacts with millions of customers through emails, talks, tweets, chats and processes in English and over 30 Asian and African languages.

For more information, visit


About Service Strategies

Service Strategies helps companies continuously improve service performance and quality. The world’s leading service providers have adopted Service Strategies’ Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. In addition, thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses. For more information visit


More about Service Capability & Performance (SCP) Standards

Developed by Service Strategies in cooperation with industry leading service organizations from around the world, the Service Capability & Performance (SCP) Standards establish the global benchmark for service excellence and have helped to enhance service performance worldwide since 1998. The standards address the four distinct service disciplines of customer support, web services, field service and professional services, providing a framework for measuring performance, implementing best practices, and ensuring continuous improvement of business processes critical to customer satisfaction and loyalty. For more information visit


Media Contacts

Service Strategies Corporation
Greg Coleman, VP Strategic Program
US 858.674.4864

IAOP ® lists Scicom in Global Outsourcing 100 ®

The International Association of Outsourcing Professionals ® (IAOP ®)  places Scicom (MSC) Bhd...

The International Association of Outsourcing Professionals ® (IAOP ®)  places Scicom (MSC) Bhd in its Global Outsourcing 100 ® ranking.


Scicom (MSC) Berhad is pleased to announce the appointment of Datuk Joseph Dominic Silva...

Scicom (MSC) Berhad is pleased to announce the appointment of Datuk Joseph Dominic Silva, 53, a Malaysian, to the Board as Independent Non-Executive Director, on 7th February 2018. He is a member of the Audit and Risk Management Committee. He brings along with him extensive Global Operational, Finance and Digital expertise, insights and perspective as value add to the members of the Board of Directors.

With 28 years of working experience, 18 years of which were in senior management and Board member roles, regionally and internationally, Datuk Joseph Dominic Silva has subject matter expertise in the areas of corporate finance & investments, insurance & banking, technology & innovation, risk & portfolio management, global partnership development and cross-border operations.

Datuk Joseph Dominic Silva has a Master of the Arts in Banking & Finance from the University of Wales, UK, and had taken a Senior Management Program in Henley Management College (University of Reading), UK. He also has a Masters in Research (Business) from the University of Liverpool, UK.

Scicom to secure one big contract annually for growth momentum (New Straits Times 2017)

KUALA LUMPUR: Business process outsourcing (BPO) provider Scicom (MSC) Bhd aims to secure...

KUALA LUMPUR: Business process outsourcing (BPO) provider Scicom (MSC) Bhd aims to secure one big contract every year to sustain its growth momentum,

Chief executive officer Datuk Seri Leo Ariyanayakam said the fact that the company is diversified across all facets augurs well with its growth plan.

He also emphasised that Scicom is unfazed over the expiry of its 15-year tax exemption beginning November 6 this year as it has a clear strategies to drive business growth in the long term.

“The trick is to get one new big business every year, and that’s how you sort of maintain your growth momentum.

“I wouldn’t necessarily agree that there’ll be impact. We have a lot of businesses in the pipeline. It’s just a matter of time to converge,” he told reporters after Scicom annual general meeting here today.

He said Scicom is resilient in the sense that is has multinational clients, a diverse suite of products, and work across different markets.

“We are quite unique in that perspective. We are sort of recession proof, product proof. We are doing different things and continue to diversify as a company,” he said.

According to MIDF Research report recently, Scicom has not made any losses prior to and since listing.

From financial year 2014 (FY14), the company included a new stream of income from the provision of back-end solutions to EMGS (Education Malaysia Global Services), which is under a multi-year concession, that started since 2013.

Although without a formal dividend policy, Scicom has been generous with its dividend payout.

The company has paid out more than 70 per cent of its profits since FY14.

Asked if the company will be able to provide shareholders with generous dividend payout after the tax exempt came into effect, Leo said, “I don’t see why we can’t do that. On average, we have been doing 70 per cent over the last few years, so don’t see that as a problem”.

By Farah Adilla / New Straits Times  | November 13, 2017 : 14:57HRS MYT

Scicom set to become biggest BPO provider in Sri Lanka in March 2017 (2016)

KUALA LUMPUR (Nov 7): Scicom (MSC) Bhd is on track to be the largest business process outsourcing (BPO) provider...

KUALA LUMPUR (Nov 7): Scicom (MSC) Bhd is on track to be the largest business process outsourcing (BPO) provider in Sri Lanka by March 2017, according to group executive director and chief executive officer Datuk Leo Ariyanayakam.

Scicom recently became the call centre provider for SriLankan Airlines, according to reports by Sri Lankan media. In the financial year ended 30 June 2016, 0.7% of the group's revenue came from Sri Lanka while the biggest contributors of revenue by country were Malaysia (55.4%) and Philippines (32.1%).

"We see emerging markets as an opportunity," Ariyanayakam told reporters after the group's annual general meeting today.

In addition to strengthening its BPO presence in Sri Lanka, Scicom also expressed interest in moving into e-government services in Nepal, Cambodia and Laos.

"There's more opportunity in these markets because they're quite constrained in terms of their budgets.

"And we are very cost competitive," Ariyanayakam said, adding that the group had was gaining some traction in Cambodia.

While Malaysia has been a "springboard" for the company, Ariyanayakam mentioned that although there is still room to grow, the country remains very competitive.

By Samantha Ho and Supriya Surendran /   | November 7, 2016 : 12:21 PM

Scicom (MSC) Berhad wins Focus Malaysia's Inaugural Best Under Billion Award (BUBA) 2015

BUBA is a signature event of Focus Malaysia, a business and investment weekly for corporate leaders, investors...

BUBA is a signature event of Focus Malaysia, a business and investment weekly for corporate leaders, investors and local business community and is a member of the prestigious HCK Media Group. Scicom was selected the winner based on seven categories, which were vetted by KPMG – best return on assets, revenue growth, profit growth, cash flow from operations, enterprise value growth, dividend yield and transparency. The company won the award for its impressive business performance on Bursa Malaysia and the value it has given to its shareholders.