| Achong Tanjong |
PROVIDING good customer service and support is always the ultimate goal of any Call Centre. When TelBru Customer Care 111 was established in 2012, it was aimed at delivering the best possible experience and satisfaction to its customers with calls managed and handled in a more professional manner.
The Call Centre is managed by Comquest Sendirian Berhad, a joint venture between Telekom Brunei Berhad (TelBru) and Omani-based IT products and services company, Bahwan CyberTek. It provides Call Centre services, Business Process Outsourcing, Human Resource Outsourcing and help desk support under a five-year contract signed by the two companies.
The Centre, operating 24 hours daily, receives an average of 1,200 calls per day in the form of enquiries, complaints and information dissemination to the customers.
When a customer calls 111, they will have the option to be assisted on other general enquiries for TelBru’s products and services, which also includes queries on billing information and installation status.
On the other hand, customers can also choose to lodge a fault-related complaint to the Fault Management Centre (FMC) for any of TelBru’s products and services.
The Fault Management Centre, located at Sumbiling Telephone House, will directly interact with customers, assess faults and conduct troubleshooting live on the phone until the matter is resolved to the satisfaction of the customer. If necessary, the FMC will dispatch technicians to the customer’s home for further investigations and repair works.
In March 2014, TelBru in collaboration with e-Government National Centre (eGNC) introduced Talian Darussalam 123, a 24-hour hotline service for handling complaints, queries and provision of information for Non-Emergency Government services. The Hotlines includes 140 for Departments under the Ministry of Development, 144 for Department of Electrical Services, 119 for Land Transport department and e-Darussalam (2424959).
The Call Centre employs an additional 40 staff hired from multiple sources like existing departments, job fairs and more recently from Youth Development Programme (YDP) in collaboration with eGNC. Since its launch in March 2014, the service receives an average of 600 calls per day.
Based on its niche service model, world class infrastructure set-up and high levels of Bruneisation, Comquest was awarded ‘Pioneer’ status by the Ministry of Industry and Primary Resources, Government of Brunei Darussalam.
In its pursuit to scale up the Call Centre services in the region and globally, Comquest participated in an esteemed forum called Contact Centre World and was awarded the Silver Medal in the Asia Pacific region in the following two categories: “Best Small Contact Centre – Outsourced” and “Best In-House Technology Innovation”. Comquest, with support from TelBru, is all set to represent its services at the Contact Centre World Global event, taking place on November 9-15 in Las Vegas, USA.
According to TelBru, the setting up of the Call Centre opened up opportunities for long-term employment for the locals and more than 75 Bruneians are employed at the Call Centre to date. In ensuring high performance and quality delivery of services, the company conducts trainings and monitors the performance of its operations on a daily basis.