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 www.scicom-intl.com.
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 servicestrategies.com.
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 scpstandards.com
Service Strategies Corporation
Greg Coleman, VP Strategic Program