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Company Background

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by

Jane Queh

on 27 July 2015

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Transcript of Company Background

Name of Organization:
Superceed (M) Sdn Bhd
Address:
Technology Park Malaysia, Enterprise 4, Digital Media Centre, Level 2, L2-E-11, Lab 3, Bukit Jalil, Lebuhraya Sg Besi-Puchong, 57000 Kuala Lumpur.
Position:
Trainee
Name of Industry Supervisor:
Pauline Tang

Company Background
Task Assigned [Cont’d]
Telemarketing- Tele Appointment Maker:

Academics and Workplace Relationship
>Able to apply the skills and knowledge learned in workplace
>Exposed in real working environment
>Course that very helpful:

Superceed (M) Sdn Bhd
Partner Helpdesk Attendance:
Industrial Training Programme Evaluation
Presented By:
Queh Chen Huan (B061210130)
Bachelor of Technopreneurship, University Teknikal Malaysia Melaka

Supervised By:
Pauline Tang ( Industrial Supervisor)
Senior Human Resource Executive

Dr. Juhaini Binti Jabar (Academic Supervisor)
Faculty of Technology Management and Technopreneurship
University Teknikal Malaysia Melaka

Virtual Contact Centre (VCC) and Business Process Outsourcing (BPO)
Register under MSC Stated Company.
Previous- System supplies for Digi, Salamfone and so on.
Current- System supplies for redONE, MBE, Mestre Engineering and so on.

Task Assigned
Received case regarding to RedONE to RedONE calls charges.
Customer said the receiver line was under RedONE.
Customer request for waiver on RedONE to RedONE calls charges.

Task:
To explain and help Partner to resolve customer problem
Problem faced :

Not familiar with the procedure.

Lesson Learned:

Problem solving skill
Communication skill
Telecommunication company operation system process.

Result:

Resolved customer issues.

“Client” requested to make appointment with targeted group through telephone communication.
Achieve KPI set by “Client”.
Do “Appointment Rate” report by weekly.

Task:

Call to 50 company per weeks.
10% appointment rate.
Get the “hot” quality appointment.

Problem faced:

Lack of the telemarketing skill.
Cannot achieve KPI set by “Clients”
Faced objections and feel depression.

Lesson Learned:

Telemarketing skills [Appointment setting]
Computer and technical literacy
Interpersonal skills
Problem solving skills
Adaptability

Result:

Get 10% appointment from total 50 calls.

Business and Organizational Management
Critical and Creative Thinking
Web design
Marketing
New Product Development and Commercialization
Human Resource.

Conclusion
Superceed (M) Sdn Bhd gave me :

Opportunity to involve in several types of business program.
Opportunity to apply my skills and knowledge in workplace.
Opportunity to communicate with real “clients”.
Learn from mistake.

Appreciation to:

Colleagues
Boss

Individual Objective
To experience the real working environment.
To gain knowledge and exposure on system use in Virtual Contact Center.
To implement theoretical knowledge learned.
Develop and improve interpersonal skills.
Full transcript