By SUBASHINI SELVARATNAM

KUALA LUMPUR: As part of the company’s strategy, telecommunications service provider Pacnet, has set up a global customer service centre here to serve its customers efficiently.

Its chief executive officer Bill Barney explained the company’s investment into the centre is aligned with its corporate strategy to raise the bar in customer service worldwide.

“Our decision to place this new facility in Kuala Lumpur also represents our commitment to support Malaysia’s vision of becoming a regional hub for international connectivity,” he said.

The centre, which is powered by a fourth generation IP-based customer service platform, supports multimedia interactions and enables Pacnet’s customer service staff to interact with its customers effectively.

Here, the staff would interact with customers through a combination of voice calls, video-enabled instant messaging with push-and-pull webpage collaboration, filesharing capabilities and via e-mail.

Pacnet’s senior vice-president of customer services Denis Garner added that the platform, which is being deployed throughout its customer service centres, would be able to facilitate one-to-one interactions and equip its call agents with all the necessary information required to handle a call. This will allow them to respond faster to any enquiry or incident.

The new platform is also being rolled-out to Pacnet’s regional call centres in Singapore, Thailand, India and China.

It will enable Pacnet’s call centre management to have real-time visibility over its entire customer service operation regardless of location, as all locations will be managed as one virtual call centre.

Garner also said the new platform will be used for training and ongoing service improvement by using an interaction recording system that allows quick reviews by its quality team.

The centre, which employs 150 staff, provides worldwide customer service and incident management in multiple languages including English, Mandarin, Thai, Japanese, Cantonese and Korean. The centre is located in Menara IGB in Mid Valley, Kuala Lumpur.