The Wire 4th Edition

Editor’s
Note

Ms. Anne Pillay

Mr. Martins Okorie

Adawn of hope, a faithful fate, un- the process in all its forms. As you flip
relenting in its drive to own us through the pages, you will be taken on
all irrespective of creed or ori- a sojourn of inspiring thoughts from our
ent.Firsthand we witnessed the strength management team, on varying subjects
of unity, the bond of diverse views strung ranging from work to social responsibil-
together by a passion to succeed against ity and fun. We have script-articulated
all odds. The Wire Magazine, digitalized, a series of events organized within the
saw a group of fun loving folks of none different projects, all for your reading
press background unite to achieve a feet pleasures. There was a consented effort
deserving of greats, under the immense at leaving things short and simple, with
guidance of P.SNirmal. This humble but the intention to inculcate a large pool
insightful man of valor gave his all, insist- of ideas, nonetheless we have a range of
ing that only the best is worth sharing with things waiting to grace the pages of the
our readers. He was not just the guide, he next edition. We would like to thank all
was a motivator, an initiator of ideas, a our readers and employees of Scicom for
unifier of people, and an understanding the efforts channeled towards your given
heart in the midst of our many travails duties/tasks, and also use this opportu-
along the creation of this masterpiece, nity to enjoin all artistic bright minds to
we hope. It’s been a beautiful journey to audition for inclusion into the organizing
share space and time with the organizing committee of The Wire. Look out for the
committee of The Wire, believe me, we advert at your favorite channel. We must
had fun doing this. It was a great privi- extend unreserved appreciation to our
lege to be amongst these bright minds, an Senior Vice President, Mr. Sudhar Sanan
honor to scribble thoughts worth read- Palandy Samy, for without him this pro-
ing. We starved ourselves of family time, cess would never have started nor reached
work time, and personal time to ensure its current admirable height, thanks.
that every article is engaging and infor-
mative. Kudos to all who sweated through

CONTENTSSCICOM PG
LANKA
10

ESL 2PG2 Exclusive Interview with
Mr. Vinod and Mr.Rahul

PG50

PG 5PG4

36 PG
3PG8
56
TW

PG

64

PG Crossword in chinese

66 PG80

Blood Donation PG74

P4G6

PG

76

PG

82

8PG4
FUN FACTS ABOUT CAR



Modesty in Wisdom

Sudharsanan Palandy Samy

The mantle of a man is defined by The Wire: We understand you read a lot, in
the number of lives he positive- the light of that which author or book will you
ly changes for the better. And if recommend for someone and why?
such a man offers himself with Any measure of reading is good, as long
honesty, modesty and humility, he even as you read it is good, educate yourself
stands taller amongst men. with the array of materials out there, if
We know one such man, he does not ex- you don’t read, please watch CNN. “Per-
ist only in the pages of the WIRE maga- sonal development is not a destination, it
zine, but rather genuinely in the lives of is a journey, travel well, read”.
many within the SCICOM community and The Wire: Squash or Football?
beyond. Football.
We had the privilege to be granted an
audience with him, to share his wisdom
with our readers, asking an array of ques-
tions with answers that left us even more
amazed.
Here are some excerpts from our time
with our Senior Vice President, Mr Sud-
harsana Palandy Samy.
The Wire: One of your brain child, The Wire
Magazine, is back and going online for its 4th
Edition, what are your thoughts?
Thanks for the time granted, and a vote
of thanks to all the organizing committee
for all the efforts channeled towards the
success of the new edition.
I initiated the Wire Magazine in 2013 with
the sole purpose of introducing the com-
pany better to all the staffs. A medium of
information exchange with updates on
the direction of the company. And I am
most glad we are bringing it back and
even better with updates on management
team and what our current standing are.

The Wire: What would be your favorite travel will be a street feeding event for the less
destination for a two week’s holiday? privilege, destitute and the homeless,
I will be home with my family, I love my with the intent to give a sense of mission
wife and kids, my family. I will always to the rest. Give back to the community.
cherish every moment to be with my fam- The Wire: Messi or Ronaldo?
ily. But if I must leave my home for such Messi.
a holiday, I will travel to Ireland though TheWire: How would you define a well-round-
with my family. I like the Irish weather, the ed individual?
greenery, the mountains and more, al- A selfless person.
ways wet in Ireland. In pursuit of our daily livelihood we often
The Wire: Wenger or Ferguson? fail to understand the true essence of liv-
Wenger. ing, as self-enrichment and nourishment
The Wire: It is common knowledge that you becomes the unfortunate ultimate goal.
have a big heart evident in the charity events My main goal in life is to make a differ-
that you have organized so far, any plans for ence in peoples’ lives as against career
another charity event, and when? advancement, illuminating the lives of the
My heart is not any bigger than the rest, downtrodden, bringing hope to the hope-
same as the brain, everyone has the less. I always will champion the school
same big size, it all matters then what you of thoughts that offers credence towards
do with yours. Our next outreach event seeking to understand others as against

“For me I prefer to sow, sow in the lives of people, we reap what we
sow. Sow respect to get respect, sow love to gain love, sow self to gain
self. You die to live, bury self to gain a better life, live a selfless life.”

being understood. Looking inward to-
wards selfless living rather than people’s
outwards perception makes for a better
rounded individual.
The Wire: Micheal Jackson or Elvis Presley?
Neither.
The Wire: If you were not in the BPO indus-
try, what other career path would you have
chosen?
A preacher, a church pastor.
My main goal in life is being hope for the
hopeless. Lightening up people makes
my life worth living.
The Wire: KFC or McD?
Mc Donalds
The Wire: How do you start your day?
My day starts with thanks to God for the
new day.
With an unintended abandon, we take for
granted the privilege of being alive, the
grace of waking up to a new day. But

coming to terms with the fragile nature of nity. Benny Philips created this M.A.D
the life we have as some don’t wake to technique about 12 years ago, and with
see the new day, it will help us know the it everything else falls into place. Hence
importance of giving thanks to God for ev- it does not necessarily matter the number
ery new day. Thanks for a chance to live, of accounts any of us have been entrust-
thanks for another opportunity to make a ed with, as all will follow same principle to
difference in our lives and of others. stay relevant and productive.
The Wire: Mercury or Pluto? The Wire: Batman or Superman?
Pluto Neither, prefers Spiderman for sense of
The Wire: Do you believe that Aliens exist? humor
I have not really thought about it and real- The Wire: The Sri-Lankan arm of Scicom we
ly don’t know how to answer the question understand is under your tutelage, how did it
with a proper response. But I don’t like business take shape from start-up?
watching Alien movies with its portrayal This was another brain child of our CEO
of them as funny creepy small creatures, Leo, he foresaw the opportunities
though as humans we can be Aliens in available in Sri Lanka, as the country
our attitude and behavior towards others. was just coming out from a bitter long
The Wire: Classic Cars or Modern Muscles? drawn war, and the opportunities to make
Classic cars a difference within that community was
The Wire: With the 11 individual project ac- immense, hence he decided to take us
counts under your care, how do you coordi- there and invest into the lives of people.
nate and have them flourish as they are cur- And it has been a wonderful experience
rently? so far, as we continue to make a differ-
Our CEO Mr. Leo has built this wonderful ence along the way.
organization 19 years ago, offering total We commenced operations there about
customer delight, creating a job opportu- three (3) years ago, and we now have at
nity for over 3000 individuals, inclusive of least three clients, Abans account, the
over 40 expatriates. largest Electrical Appliances dealer in
Running these accounts under me Sri Lanka, Seylan Bank, the third largest
wouldn’t have been possible without the bank in Sri Lanka and Sri Lankan Airlines
proper guidance of Mr. Benny Phillips, our latest addition scheduled to go live on
our COO. He has created this business the 17th of June.
technique called M.A.D, Making A Differ- Our CEO saw the opportunity and guid-
ent. Under this M.A.D technique, every ed us to go establish there, touching lives
organism within the body of organization and making a difference.
gains a proper directions. We make a dif- We went further to ask Mr. Sudhar for his fi-
ference for our shareholder, clients, em- nal words for The Wire readers and true to
ployees, top management and community self he laid out this few but enriching words
at large. Make more profit for our share- of wisdom.
holder, enhance productivity while saving “Everyone should avail themselves of the
running cost for our clients, provide job privilege to read The Wire magazine, en-
opportunity and career advancement for rich yourself with knowledge. Always con-
our employees, stabilize business for the sider how posterity will remember you,
top management and engage community live a selfless life and make a difference”.
development for our immediate commu

LLAISFNCEIKACTAOM

At Scicom Lanka we strive to strike a work Pongal, Vesak festival, Halloween as well
life balance, making the workplace as as the Dawn of a New Year.
possibly comfortable. While providing un- We work, we play. Regular team
matchable service to our clients, we also outings are organized to make work here
endeavor to have fun doing so. entertaining; road trips, exciting paint ball
Scicom Lanka family consists of in- shooting and camping days have left un-
dividuals of different races, religions and forgettable memories with all. Recognition
cultural backgrounds and together we cel- and rewards helps drive staff motivation
ebrate all main festivals, inclusive of Sin- to our current commendable height, yet
hala & Tamil New Year, Christmas, Thai again it’s still a beginning!

On the chase for excellence, we believe that we are all

what we repeatedly do and excellence then, is not an

act, but a habit!

Abans Auto
(Pvt) Ltd

Founded in 2005, Abans Auto (Pvt) Abans Auto is also the leading agent for
Ltd a solely owned Sri Lankan company brands such as Dongfeng (China), Force
offers reliable, value-for-money and hon- and MAN (India) vehicles amongst oth-
est service as its benchmark. Of note, ers.
Abans Auto was part of Abans PLC till
2011 when it became a separate business Contact centre for Abans Auto was es-
on its own. tablished in February 2013 with a total of
An importer of vehicles, Abans Auto 4 operational staff.
engages only but durable and quality au- The operation deals with all types of first
tomobiles. And, as a major key player in level inquiries, requests, complaints and
the two wheeler market in the nation, it feedbacks with regards to automotive
successfully secured the agency for “Hero products and services offered by Abans
brand of transport” in 2012. It also offers Auto. The operation also provides first
quality after sales service to its customers level technical support related to its au-
with the required facilities. In addition, tomotive products.

OOOUTING FOR PAINTBALL TOGETHER

SEYLAN BANK
The Bank With A Heart

Seylan Bank PLC a member of Cey- Management” was also an inclusion of
linco group of companies was founded in the services provided by Scicom Lanka
1987 and is located in Colombo Fort, Sri where all Card transactions are moni-
Lanka. Formerly known as Seylan Trust tored for identification of fraudulent ac-
Bank Limited, a Licensed Commercial tivities and/or attacks.
Bank is a public company with a large With the improvement of service
base of shareholders. From inception, standards of the bank with the new con-
Seylan Bank offered a flexible, custom- tact centre, in November 2014 Scicom
er-friendly choice banking, culminating to Lanka expanded its services rendered
its core objective of being the bank that to Seylan Bank with the expansion of
cares. inbound team by 5 in line with the new
Scicom Lanka kick started the campaigns and promotions carried out
24x7x365 operation of Seylan Bank by the bank. Furthermore, Scicom Lan-
contact centre in December 2013 with a ka initiated an Outbound process with a
team of 32 Operational staff and handling team of 5 where verifications of Credit
inbound voice calls. The contact centre Card applications, activations of inactive
provides services on inquiries, service re- cards, address verifications on state-
quests, disputes, complaints and promo- ment and card returns, retention of card
tions based on Credit and Debit Cards, cancellations, promotion of credit and
Accounts, Deposits & Investments, Lend- multi-currency cards and other ad-hoc
ing, E-commerce facilities and Marketing promotional callings were carried out.
lead generation support. The “Visa Risk

Due to the great value added to the Customer Service sector of the bank through
services rendered by Scicom Lanka, a further expansionwas carried out with the im-
plementation of the Live Chat Service, which was the first non-voice service of Scicom
Lanka. 3 staff members operating daily provided Chat services on all information on
products and services of the bank where proactive cross selling is performed. The
Chat service was taken to a next level of customer service where the first Social Media
based Chat Service of a Bank in Asia was launched in June 2016 through WhatsApp.
Moving forward with stronger business relationships with further service expan-
sions under discussion, the Seylan Bank project is currently employing 45 operational
staff along with 3 support staff.

WE ALWAYS UNITED

SriLankan

You’re Our World AIRLINE

On air, 3 is company. Welcoming SriL- Silver and blue is the frequent flyer pro-
ankan Airlines the latest addition to our gramme of SriLankan Airlines, which of-
on air partners (Tigerair, Air Asia and fers its members a wide range of ben-
now SriLankan Airlines!) Scicom gladly efits, with the Airline’s induction to the
opens its doors to you. OneWorld airline alliance.
Launched in 1979, SriLankan Air- Scicom Lanka operates the con-
lines is the national carrier of Sri Lanka, tact centre that handles the needs of
an award winning airline with a firm rep- SriLankan Airline in terms of customer
utation as a global leader in services, support which includes but not limit-
comfort, safety, reliability, and punctual- ed to the following:- Flight reservation,
ity. cancellation, move flight and payments.
The Airline’s hub is located at General enquiries such as flight time
Bandaranaike International Airport in and special services.Frequent Flyer
Colombo and is globally routed to 96 Program (FFP) sign-up, membership
destinations in 46 countries in Europe, enquiries, upgrade, card issuance and
the Middle East, South Asia, Southeast point redemption.Low cost carrier, Mihin
Asia, the Far East, North America, Aus- Lanka’s services such as flight reserva-
tralia and Africa.FlySmilLes, made up of tion and payment.
five tiers Platinum, Gold, Classic,

In addition to the above, Scicom will soon be handling inbound interaction based
on specific communication channels related to;- General enquiries on flights’ time
changes, charges for special services.Enquiries related to Frequent Flyer Program
(FFP) such as FlySmiles point balance, redemption methods.Flight ticket reserva-
tion, cancellation, move flight.Purchase of ticket with FlySmiles or points redemption,
adjustments of points, enrolment of new members and other related matters.Back
office work for FFP which includes printing of tags, new member cards, preparing and
mailing member documents.Escalation of calls to other departments such as Head
Office, Ticket Counter, Immigration and the management team.Handling complaints
and feedback.The project is being scheduled to go live in two phases where the Fre-
quent Flyer Program (FFP) went live on the 17th of June 2016 and the Global Contact
Centre (GCC) and Mihin Lanka (MJ) would go live on the 19th of August 2016.

DO YOU
KNOW ?

The world’s fastest street-legal
production car is the Bugatti
Veyron Super Sport, at 267 mph
(431 km/h).





The
Charming
Essence
ly around the building due to my projects

home in Cyberjaya.

Christopher Michael Cutter The Wire: What are the core qualities and at-
tributes needed to reach your current position
as Vice President?

It ranges from a host of qualities, first-

ly the individual’s personality scores a

great deal, his/her communication skills

and industry mindset. Since we are in the

Asmile even with a brood, a tank of people’s industry, having the right set of
joy in the eyes of most that are individuals working with you aids your
availed his presence. There is no course, as this individuals will help propel

better way to define the personality of this your dreams towards full actualization, “in-

exuberant man of substance Mr. Chris cluding the Kaka the makes your drinks”.

Cutter, the charmer. These individuals are those with similar

The Wire: What does your typical day look mindset, which understands the goals and

like? aspirations, as these group helps bring to

Well, a typical day starts with a quick re- fruition the set targets.

view of the previous day’s activities to en- The Wire: In your many years working with

sure all are going according to the preset SCICOM what is the favorite aspects of being

targets. I will do quick rounds with my team with the organization?

seeking updates on the running activities I have been with SCICOM since 1997, and

to stay abreast on the important matters our precision in delivery of service ranks

and issues, if any. I then will review the highest and is second to none within the

SLAs and deliverables, while preparing for customer service industry. There is a be-

the next client meeting to ensure positive lief in the people to always deliver, every

progress of quarter’s targets and plans. cell within the unit offers a great degree

The Wire: Knowing that your colleagues were of precision with the trust placed on them.

going to interview you today, how did it feel? This has kept me going in this wonderful

It felt quite great, as it offers me an avenue 19 years’ experience, as I watch the next

to be better introduced to the SCICOM generation of SCICOM Leaders deliver

community within Menara TA, as I’m hard with astute precision.

The Wire: In your time running operations in share that same line of thought?
Cyberjaya, do you recall any special moment Definitely YES.
that stands out and is close to your heart? In my years of experience, that holds true
That’s an easy one, there was this mixed for almost all situation, you don’t make any
event we had back in 2011, were we got headway in difficult situation by engaging
all the different projects together to a ball, it from an anger standpoint. Rather, with a
and it was a grand occasion. We all had smile, you try to resolve the situation, then
fun, a time to let loose your head and re- later seek to understand the route cause
lax. Most thanks to the organizers, Anne to forestall a future occurrence.
included, they really outdid themselves. The Wire: What are your long term goals from
The Wire: How would you differentiate current position?
SCICOM from the other BPOs or Contact Grow old with my wife. Look, I strive to
Centres in the industry? nurture the next generation of industry
SCICOM being the pioneers in the BPO leaders from the wonderful group we have
business has set an almost unattainable now. The beauty of seeing the younger
benchmark, and is still keeps raising the generation thrive towards top leadership
bar as the years go by, most thanks to the role is a worthy goal.
CEO and the group of top management The Wire: As a Liverpool FC fan, do you have
staffs with innovative ideas that resonates hope that Jurgen Klopp, the new Liverpool
across board. And of note, ‘‘SCICOM is coach will aid your team win the league next
the only BPO I have worked with and that season?
is never going to change’’. I don’t believe in hope, but I believe in
The Wire: What does your view hold on the KLOPP.
saying that “a smile goes a long way”, do you We will win the league and we have been
getting close in the previous years. And as
a true Liverpool fan, my favorite room in
Cyberjaya still remains Anfield.
The Wire: In your many years in SCICOM,
which of your colleagues has inspired you the
most and how?
The list is quite extensive as many people
has inspired me in many ways. Almost ev-
eryone in SCICOM is inspirational in their
own way.
Nonetheless, some are noteworthy, Sud-
har and Bennie Philips have been quite
inspirational as they lead by example,
constantly seeking ways to aid diverse in-
dividual’s growth.
On a lighter note, my colleague Robin
inspired me to dress younger today, but
don’t worry I’m not dressed younger today.

The Wire: As a big foodie, for us working in Coming from the lowest ladder of the com-
SCICOM what are your top five eatery recom- pany growth, I can submit confidently that
mendation within the KLCC region? career growth is self-determined, we are
Double three has a super lunch, for break- the chief core builders of our outcomes.
fast San Francisco, Melur and Thyme Nothing is impossible, but you have to
KLCC, Marini’s ground floor KLCC, Fran- be patient, hungry enough and self-de-
co Avenue K. termined to succeed. No one or group of
The Wire: Sing or Dance? people is in charge of your career growth
Neither but yourself.
The Wire: Motorbike or Car?
Motorbike
The Wire: Arsene Wenger or Jurgen Klopp?
Jurgen Klopp
The Wire: Eiffel Tower or Taj Mahal?
Taj Mahal
The Wire: Troy or Gladiator?
Troy.
The Wire: The Sun or the Moon?
The moon
The Wire: Science, Fact or Fiction?
Fact
The Wire: Bryani or Nasi Lemak?
Bryani

ESL

When you think Slot Machines, Blackjack, Our new hire training sessions are
Live Dealers, Roulette, English Premier worth witnessing because unlike playing
League…glitz and glamour…”Welcome to with mobiles and tablets (like Huawei &
ESL Online Betting and Gaming”! Lenovo), at ESL we play Texas Holdem
Our client and partner…a bit about them with real poker chips! ***All in***
and us in SCICOM At ESL, events are a big part of our
The ESL online gaming website offers Operations! No birthdays go missed
sports betting, online casino, online poker or unwished, as we celebrate quarter-
and online games. ESL has been serving ly birthday babies in grand scale. We
China and the Asia Pacific market since try something new and creative every
2004, providing 24 hours live customer quarter, it ranges from colorful birthday
support, available 7 days per week. cakes, assorted cupcakes, long swiss-
The ESL – SCICOM relationship was es- rolls, “shou tao bao” – Chinese peach-
tablished in January 2013. Our players shaped bun & red colored eggs, mini
can reach us via phone, live chat or email tarts & pies, muffins.
and the languages supported are Manda-
rin, Thai & Vietnamese. We occupy the
12th floor entirely and the 26th floor par-
tially. Within our Operations, we also have
a group of quiet “ninjas” in the backend
processing team handling manual adjust-
ment of funds and are firm believers of
Teamwork, Accuracy and Speed.

Apart from that, we do our best to
celebrate all festivals in ESL, Chinese New
year is most grand as we take things to a
different level with a heavy duty committee
organizing the following: Buffet – held in
the office for all working staff to enjoy and
celebrate in the festivities, Lucky Draws ,
Games and Prizes , Token of appreciation,
Mandarin Oranges for all staff.
During the Mooncake Festival, we
usually order a variety of Mooncakes to
share together as a family with tons and
tons of Pomelos. Outside regular festivals,
we stepped into the scary world of Hallow-
een! Though no Bats were release on the
call floor, tons of scary picture were sub-
mitted by individuals for a prize.
Line Managers in ESL are very big on
keeping their teams together and they take
a lot of great care in organizing team trips,
foodies’ outings, adventure getaways and
team building activities. It is also a great
way for our Expats to experience Malaysia
with the locals

Our ‘Small-time’ Successes C • In March 2013, the Chi-
nese Team was established
Our project’s headcount grew significant- h
ly from a mere 21 staff in 2013, to 634
staff as of May 2016. We are huge, and i with a total headcount of 21
we are proud of it! staff, handling Live Chat.
We are extremely big on internal n • In January 2015, the
promotions and grooming. We success- e Chinese Team started hand-
fully established an AMs Workshop that
concentrates on capability building, con- s ing inbound calls. The in-
ducted on a monthly basis which involves bound voice team started with
Public Speaking, PowerPoint upskilling, e 63 staff and has grown to 135
Personal Grooming & Attire and Strategic
Thinking staff.
We can also pride ourselves in step-
ping outside the ESL circle and reach- T • As of May 2016, the
ing out to other brother/sister projects to overall total headcount for the
promote teamwork and organize events e Chinese Team (Live Chat &
together. Proof of that is the ESL Xmas
Caroling event, SCICOM Charity event a Voice) is 634.
and this great 4th edition of The Wire.
Our Quality Team has grown signifi- m
cantly in ESL, we started off with 1 CET
in the Chinese Desk, back in 2013 and • In October 2015, the V
now we are standing strong at 32 CETs Vietnam Team was estab- i
– across all desks. A spin off from the QA lished with a total headcount e
Team, ESL uniquely established a Coach of 8 staff, handling Live Chat. t
Team, which is dedicated to improving • As of May 2016, the n
the bottom performers, changing mind- overall total headcount for the a
sets, remolding attitudes and ultimately Vietnam Team is 14. m
making sure that they come out of the
Bottom 20% Bucket!!! Team

• In September 2013, the Thai Team
was established with a total headcount of
16 staff, handling Live Chat.
• As of May 2016, the overall total
headcount for the Thai Team is 45.

Thailand Team

• In March 2015, the Payment Team
was established with a total headcount
of 7 staff, handling Backend Process-
ing.
• As of March 2016, the overall total
headcount for the Payment Team is 15.

Payment Team

Where are we headed?

Giving back to the community is definitely a BIG priority for ESL management and
with that comes increased social responsibility awareness within the team. Our goal
is definitely to create more charitable events and pay it forward at any given chance.
Stay tuned for our upcoming events…and support us!
Client Management - Getting Line Managers more involved with ESL Clients, for the
purpose of building rapport, sharing ideas, creating a close partnership and meeting
client expectations.
Capability Building – The grand plan is to identify competent and creative minds,
adding them into the ESL pile of leading edge leaders…and by tapping into their
unique skills, talents, strengths and powerful imaginations…we will walk in tandem
with ESL’s direction, which is to be the best gaming company amongst its competi-
tors…hand in hand with their motto – ‘The Leading Edge’.

ESL

ESL

ChYNieenawrese

Chinese New Year was grandly

celebrated on 19th February 2016. All

visiting ESL clients, SCICOM departments

and ESL teams were cordially invited to

join in the festivities. The main purpose of

the event was to bring SCICOMERs

together and mainly to pamper our

Local and Expat Chinese staff, who were

unable to celebrate with their families or

loved ones.

Halal Chinese food was catered

from the usual ‘Mix Mix Caterers’, this

included a stall serving on the spot ABC

or Ais Kacang (desert made with shaved

ice) to guests. Other than food, there

were a number of indoor games and

activities for staff to participate in, Prior to the event, on the actual

enabling them to win some Ang Pows’ day of Chinese New Year, team leaders

(red money packet). ESL Clients cheekily graciously prepared and served halal

had their cameras on standby to capture and non-halal dumplings to employees

the non-Chinese SOMs and OMs who that were unable to go on leave, having

were made to put on headphones to listen to work on a significant festival day for

to Chinese songs and sing it out to the all Chinese. It is said to be tradition for

Chinese staff for them to guess the title/ Chinese to have dumplings during these

artist. festive days.



ESL
CHRISTMAS

CAROLING EVENT

“Jingle Bells…Jingle Bells…Jingle all OUR CEO Mr. Leo Ariyanayakam
the way” – the carols echoed in the cor-
ridors of SCICOM floors and not forget-
ting the main lobby of Menara TA One,
on 23rd December 2015. The twist in
this year’s caroling activity was the ESL
Chinese team singing carols in English
and Mandarin
The Carolers consisted of 25 bub-
bly singers and 2 hardcore guitarists,
singing classic Christmas songs such
as ‘Jingle Bells’, ‘Silent Night’, ‘We wish
you a Merry Christmas’ and a few others.
The Carolers were determined to sing
for the CEO – Mr. Leo Ariyanayakam…
and in order to leave a good impression,
they worked out everyone’s schedule to
meet daily practice sessions that ran for
2 weeks straight.
On the day of the event, carols
started off at the CEO’s office. After a
bold dedication of ‘All I want for Christ-
mas is you’ to Mr. Leo, the entire crowd
and Senior Management team were all
smiles and clapping continuously.

Word got around that there was charming
group of carolers, and so they were beck-
oned to delight the Human Resources de-
partment, 26th floor staff and 12th floor staff.
The grand finale of the caroling event
was at the Main Lobby of Menara TA One.
SCICOMERS from all projects came by to
support and cheer the carolers on. The event
ended with warm hugs, wishes and a million
photographs for memories.
The caroling event was definitely
a great addition to Xmas gift-exchanges,
Xmas Décor on all floors and as the CEO
mentioned brought about the Christmas feel
across SCICOM



An Enriching
Journey With

Robin Maniarasu

Ajourney with a bright mind il- sure all are moving according to preset
luminates even the soul of goals. There are lots of variables that
the bewildered. And though impact the fast food industry, hence a
the path towards greatness may some- lot of analysis goes into ensuring that
times appear insurmountable, with we stay on point with clients expec-
some it seems only but an easy-street. tations. I will also prepare for meet-
Mr. Robin epitomizes calm bril- ings with updates for the bosses, and
liance, a gentle bright soul shining before you know it the day is gone.
through with an unmistaken elegance. As a VP, what attributes does someone need in
We were availed a chance to share a order to be really successful in this position?
quality but brief moment with him and Most of the elements needed are char-
our minds were encouragingly enriched. acter oriented, maturity, flexibility, ac-
Here is the transcript of our countability and transparency. In a
time with Vice President Robin; BPO environment where the core of
What does your typical day look like? our business is outsourcing, clients’
Most thanks to you guys for the oppor- expectations are always high, hence
tunity to share part of my journey so far. we need to be mentally prepared to
Life is not necessarily all about work, deal with the pressures of the environ-
there is great need to find a balance ment. And this involves lots of plan-
between work and daily living. For me, ning, anticipating clients’ needs with
family is very important, hence my day tailor made responses. And being in
starts with family, a love-graced break- the people business, decision flexibility
fast around 6am, and then a short trip is needed. Being flexible with time and
to drop my kids off at school. At about your people, understanding their needs
8-8.30am, my journey to the office be- and temperament, and aligning some
gins. Upon arrival, I will review pend- decisions to make the most of what is
ing tasks from the previous days to be available. You must get closer to the

smallest units of the business, checking is endless. And in each of these indus-
the hourly and interval results to under- tries we excel, bringing lots of our exper-
stand the need of your agents and su- tise onboard. The key thing that makes
pervisors. And, with clients, the high- us different from other BPOs are the skill
er you go the closer you become with sets, technical knowledge and analyti-
them, you must learn how to get your cal minds that we bring to the table. Ad-
hands dirty sometimes to fit their needs. ditionally, how we work as a team to sup-
From our team of OMs andAMs, we must port the environment is second to none.
build capable people, those to take over Do you believe that a smile goes a long
roles in higher position. Hence you must way?
be accountable for breeding the next A smile eases the most difficult situa-
level of industry leaders with the neces- tion and makes it even simpler. It cre-
sary knowledge of the business. Being ates positive thinking as it helps the
transparent and honest while dealing brain function even better. It creates
with people and client is one of the key calmness in our stressful environ-
matrix in climbing the career ladder. ment, making others feel there’s al-
What’s your favorite part about working in ways something positive to look out for.
Scicom? And in position of authority, how you
The best thing in my time with Scicom carry yourself matters as people are
is the “People”, a big asset. Scicom has looking up to you and observing your
a fantastic set of individuals from the body language. In public, we need to
very top management to the front lin- carry ourselves positively and impact
ers. We continue to build and pull talent people positively. A little smile helps.
from different walks of life. All the peo-
ple and support teams uniquely work
together towards achieving set goals,
getting people to influence others to
chart the right course, walking in the
right direction, which makes life easier
for all. With the highlighted ease, I’m
now offered the chance to be more fo-
cused on strategic decisions, how to
get better resources for my clients and
become more efficient. The key thing
is having the right people at the right
places, and in Scicom this is quite easy.
How is SCICOM different from other BPOs
in the industry?
Every month in Scicom there are
many new clients, and the positive
testimonials we get from them on how
good we are in the BPO industry, is
quite fascinating. And here, we are
involved in many different environ-
ments from airline to healthcare, fast
food to Telecommunication, the list

What is your long term plan? Tell us something inspiring about a col-
Build leaders. The next generation of league?
leaders to take over our chair must There are lots of people who have in-
be prepared with the right skills, ex- spired me since my stay in Scicom.
perience, and values. My job is to en- Benny Philip will be the first, he is very
sure that there is continuous growth. intelligent and smart with all the right
My long term goals are to increase values. He carries himself so well, very
the business, keep the clients lon- sharp thinking. He always amazes me
ger, and develop more people with at the extent of his mind’s reach on
the right skills set for the industry. varying matters. Mr. Sudhar is another,
Will Liverpool win next season? he is a true example of how someone
I’m an Arsenal fan and will always sup- should be, with all the right values need-
port my team. I grew up with football. ed to live a fruitful life. He has made
Yeah, Liverpool has a good coach now a lot of difference in our lives and job.
in Jurgen Klopp, very good players and From him, I have learnt a lot on how to
very loyal fan base. Their chance to deal with clients, my finances and not
win the league is 9 to 1 (10% chance forgetting family life. Another person
to win). They last won the league in is Vinod (Mr Calm), I like Vinod a lot,
1990. I wish all Liverpool fans the best. and he is the most humorous amongst
Sing or Dance? the team. However difficult the situation
Dance. is, a chat with Vinod will ease up the
Motorbike or Car? tensed situation. It is like having a little
Car. bit of caffeine in a tense situation, he
Eiffel Tower or Taj Mahal? makes us feel good about going to work.
Eiffel Tower.
Troy or Gladiator?
Gladiator.
The Sun or the Moon?
The Sun.
Science, Fact or Fiction?
Science.
Bryani or Nasi Lemak?
Nasi Lemak.

Let’s Make Everyday Better

Show me the Money!
Seeking for a “Sifu” of Sales??? Take a short
journey to the 26th floor, housing Singtel-Scicom
sales gurus. Let’s take you on an informative sojourn!
Singapore Telecommunications Limited (Singtel), is a
telecommunication company with headquarters in Sin-
gapore owned by Temasek Holdings, the investment
arm of the Singapore government. It has a combined
mobile subscriber base of 500 million customers from
its own operations and regional associates in 25 coun-
tries, enshrining it as one of the largest mobile network
operators in Singapore and the world. By market cap-
italization, Singtel is the largest company listed on the
Singapore Exchange.Among the services provided by
Singtel are Internet service (SingNet), Internet Protocol
TV (Singtel TV), mobile phone networks (Singtel Mo-
bile) and fixed line telephony services.

Singtel has three main op- staff base has grown to 86 embodies this motivation-
erational units in its Tele esteemed individuals, and al approach, observed
service delivery, namely are the only Inbound Con- from the events orga-
Technical helpdesk, Gener- sumer Telesales service nized within the team.
al Enquiries, and Telesales. provider within the Singtel Some of these events are
Since November 2009, umbrella. Of the aforemen- Birthday celebrations,
Scicom has been entrust- tioned 86 staff, 27 caters to Performance Recogni-
ed with the largest portion outbound sales services. tion Awards, Festive and
of the Telesales unit named In 2012, our outbound team Charity events. In 2014,
Consumer Sales. It covers excelled, securing Silver in we personally organized
the sales and provisioning the CCAM Awards for “Best a Scicom-Wide Chari-
of almost all telecommu- Outbound telesales desk ty event, to appreciate
nication products and not below 100 seats”. the less privileged in our
limited to Internet service, In recognition of the above community. The core es-
IPTV, mobile and fixed line achievement, Singtel has sence of BPO to multi-na-
networks. We started with included Scicom operations tionals like Singtel is cost
a work force of 18 Inbound in its yearly “Sales Kick Off saving. Over the years,
staff, offering our services event”. This event offers the the business has seen a
to Singtel customers. Over premise to appreciate the positive upwards trend in
a short period our sales efforts of the preceding fi- cost saving with the Sing-
performance triggered an nancial year while sharing tel-SCICOM liaison, as
extension of our operations future sales projection for cost per sale continues
to outbound services which the upcoming financial year. to positively nose-dive.
comprised of five execu- In a sales environment, mo- Show me the MONEY!
tives. We are proud to an- tivation plays a great role
nounce that as of date our and Scicom Management

MAXIS
Malaysia's no 1 4G network

MAXISis an established Bringing light and laughter to the 11th
brand in Malaysia in Floor, Menara TA One; we began opera-
the telecommunications industry, with tions in Scicom on 8th December 2015.
their headquarters just opposite our The Scicom Maxis team is an outbound
building. It is an undeniable fact that telesales desk which starts their day at
most of us would have seen the MAXIS 9.30am and closes at 6.30pm. Our job
signboard as we walk pass KLCC. The scope includes calling existing custom-
best story is yet to come!!!! In Novem- ers to promote attractive plans which are
ber 2015, while Scicom was hustling aimed at improving user experience.We
and bustling through our daily routine, initially started with 16 headcount and
we received an announcement that they slowly expanded to 32 headcount as of
chose “SCICOM”; Yes, Scicom was en- April 2016. The team is highly driven and
trusted to set up and start the outbound possesses good communication skills
telesales desk. Time passed as swift as which allows them to be successful in
Maxis’ 4G Network and it has already sales. Our operations is currently man-
been 7 months since MAXIS is under the aged by Operations Manager, Segaran,
tender loving care of Scicom. who is known as the “Sensei of Sales”.

Though still a young project we have To top that, our team accomplished a
managed to plan some activities to keep conversion rate of 17% based on the
us connected. In the month of May, we leads.
went on a cruise ship adventure in Pen- The clients were over the moon
ang to spend quality bonding time. Be- with Scicom and their performance and
sides that, with the convenience of KLCC presented everyone with a token of ap-
right opposite Menara TA, the team has preciation.
managed to organize Movie days. In lieu to the aforementioned
Our team of young, spirited and achievement, Maxis is looking towards
energetic executives is now benchmark- growth in various aspects which will be
ing an average of 2000 leads in a day. able to profit both Scicom and Maxis in
We started with 500 sales in the month creating a “win win” situation.
of January 2016 and continued the mo- The direction of our team is pretty straight
mentum with the fire in our bellies which forward as they would like to ensure that
lead to us significantly hitting 1000 sales they are able to build a long term rela-
in the month of February 2016. tionship with the client.



DO
YOU
KNOW ?

Jamaican reggae singer-
songwriter and guitarist,
Bob Marley owned a BMW,
not for prestige but because
of the coincidence of
initials for Bob Marley and
the Wailers

SOCIALResponsbility

“A life is lived when shared”

A flurry of emotions wells within my soul of obligation, blend our economic
at the mention of charity, destitution, growth with societal benefit at large,
less privileged and other words linked ensuring that all within the communi-
to this section of the human nature, ty we operate shares from the eco-
social responsibility and self-sharing. nomic growth of our company. This
Living within this community of es- is in line with Mr Sudhar’s interest.
teemed colleagues in SCICOM, over Since 2013 we have organized four
the past four years, I’ve come to wit- charitable programs, creatively rais-
ness firsthand the true nature of shar- ing needed monetary and non-mon-
ing. With unreserved affection our peo- etary aids, while gaining support
ple offer their tokens might to reach out through awareness, all in line with
to the less privileged, to victims of na- Mr. Sudhar’s passion and interest to-
ture’s wrath and to the sick & disabled. wards the less privileged in our society.
Making A Difference (MAD) with- Our team of gladiators from each proj-
in our people and society has been ect, a determined, passionate group
a leading premise in our Social Re- of team players, helps ensure that
sponsibility here in Scicom, as we these programs see great gains.
continue to extend some of our core For your informative and reading
values (social excellence) to our im- pleasures, journey with me along
mediate community and beyond. the story path of the individual char-
We continually, not just as a sense ity events organized by our team

SINGTEL
IYTCRAH
The turn of every New Year ushers in new initiatives, and in ear-
ly 2014, Singtel Telesales proposed and organized a charity
event supported by management. The event witnessed a slow
start due to tight schedules, but with perseverance from a group of
dedicated volunteers,the event came to fruition with paintable mem-
ories. Singtel Telesales scouted and found a deserving recipient of
this charitable giving, Persatuan Penjagaan Kanak Kanak Cacat
(Handicapped Child Care Association), located in Klang Selangor.

The team came out with brilliant fund raising ideas, using all avail-
able missives to create awareness across board, on the soul en-
riching benefits of self-sharing. In July, fund raising boxes were
strategically placed at Scicom projects and shared services. The
committee members made weekly rounds, instilling the charity
awareness to ensure needed donations were made available. Fi-
nally, on the 23rd of August 2014, the team visited the chosen char-
ity, contributing the gathered funds to the Association. They min-
gled around with the recipients of this charity, spending quality time
and witnessing firsthand the possible benefits of their offer of love.
It was a blessed day, a soul enriching journey worth another turn.

The last charity event planted a lasting sense of sharing with-
in our team of Singtel champions. Hence, the desire to reach
out again was engineered by another arm of the Singtel Cus-
tomer Care. The Helpdesk and General Enquiry teams took
upon themselves this joyous journey of love, they surveyed
and found a home in Kajang, Pusat Jagaan Beribuan Kasih,
this home houses orphans and homeless elderly people.

As in the previous campaign, an innovative means to raise funds
was organized. In November, we prepared breakfast & lunch for
Scicomers, raising sizeable funds for the charity. On 13th Decem-
ber 2014, the team visited the home contributing monies raised
from this charity campaign, they also gave needed groceries. Ev-
eryone in the home was evidently happy with the team’s presence
and the love shared will forever live in hearts of all the participants.

DONATION
DRIVE

You could save a life! Every day, week and we were more than happy to
blood supply is required to save immediately book the hall on the 10th
the lives of many. By donating floor of Menara TA. The blood drive took
blood, we are directly saving someone’s place on the 9th of March 2016. Sched-
life, it could be an accident victim about uled to start at 10:00 am the drive com-
to undergo surgery or people suffering mittee members arrived early at 8:00 am
from diseases such as leukemia, can- setting up the hall. Registration began
cer, cardiovascular diseases, liver dys- at about 9:00 am with all the counters
function and hemophilia. We as Scicom- open for business. We had our dedicat-
ers are not only well known for assisting ed runners in the committee whom were
customers but also to assist those in responsible to contact and remind repre-
need. Hooray!!! We have successfully sentatives of every project on their allo-
organized another noble blood donation cated slots to donate blood.
campaign. Every interested donor was re-
McScicom Club, a fun club from quired to go through four processes in
McDonald’s project, initiated this blood order to donate blood. Firstly, they reg-
donation drive with the collaboration of istered themselves at the registration
all other projects in Scicom. With the counter, filling up the application form.
endless effort of the committee mem- Then, they will be required to undergo
bers chosen from individual projects the a blood test to identify their hemoglobin
campaign sailed smoothly. Every project level and blood groups. Once this check-
was given a Powerpoint presentation point is passed, donors will go through
and posters of the blood donation cam- an interview session with the doctors
paign which highlighted its benefits. The on duty to review their medical history,
outcome? We managed to get the list of blood pressure and other vital informa-
participants from every project within a tion. If the green light is given by

the doctors, donors may proceed to do- contacted us via email to organize an-
nate blood with the assistance of skilled other blood drive in acknowledgement of
medical professionals. The process of our importance to the society at large.
drawing blood (phlebotomy) takes up to Organizing the drive, yes is a no-
15 minutes. ble act but we must sensitize within the
Once the process is completed, donors the urgency associated with
successful donors are given food and blood donation. If we are hesitant to
drinks which were prepared by the Na- even donate one unit (450ml) of blood
tional Blood Centre. Our utmost grati- for any reason, remember there are
tude to the Etika project for sponsoring lives at stake with each lost minute. Why
drinks given to the donors. A total of 147 worry when we can gain it back within 8
donors turned up for the donation and weeks? Let us all put our hands togeth-
117 of them were successful donors. er in the upcoming blood donation drive
Recently, the National Blood Centre and donate blood to those in need.

ESLCHAREVITENYT

Caring for the society is part of our social responsibility.

Recently, our group of team leaders orga- herbal tea and yam cake were sold
nized a charity event for the Rumah Car- during this event. We received dedicated
ing Kajang. We paid a visit to this home support from internal SCICOM employ-
on the 4th of May 2016 and discovered ees, which we are grateful for. The event
that they were moving to a newly built was mass advertised one week ahead,
house. This relocation was because of this included the pre-sale of breakfast
an eviction notice given to them in their and lunch coupons throughout SCICOM
current residence of 13 years. We aided projects and not forgetting the random
this home by raising funds for their dai- cash donations from various people.
lies. With the overwhelming response
The fund was raised by serving and support from all employees, we suc-
breakfast and lunch to our Scicom fam- cessfully raised a significant amount of
ily which took palce on the 11th of May money to help the home. The committee
2016. This was an ESL wide event, unit- contacted the home’s person in charge
edly with the Vietnam, Chinese, Thai and to enquire the mode of fund disburse-
Payment desks. Food such as Vietnam- ment for example: groceries, medica-
ese spring rolls, curry puffs, Chinese tion, furniture, clothing and etc).

“Generosity isn’t
about money, it’s

about the heart.”

On the 14th of May 2016, we vis-
ited the home bearing the goods. The
people from the home received us with
great warmth and happiness. We spent
some quality time with them and was
immensely blessed. A lot of us were in-
spired by the strength and courage of
the People at Rumah Caring Kajang.
The only thing we had decided as
we left the place was that it was not our
last act of goodness toward them and
that we would see them again…soon…

“We Rise
By Lifting
Others.”



INTELLIGENT MINDS
Mr.VINOD Mr.RAHUL

The calm assured demeanor inept in ality traits are among the aforementioned
the natures of our Senior Operation drivers. These ingredients cannot be
Managers Vinod and Rahul, is easily ev- over-emphasized, as they aid in molding
ident in every interaction. Their smart in- an individual towards tangible organiza-
terpretation of matters ranging from daily tional success.
living to industry issues leaves one often The Wire: Does it get lonelier as you climb
amazed at the range of awareness on the management ladder?
such diverse matters. Rahul: No, in a contact centre it is almost
We had the chance to chat with them to impossible to feel lonely, we are in a peo-
give our readers a better insight into what ple’s business where you meet individu-
molds their resolves, and was again left als of diverse culture and creed. It is im-
invitingly flabbergasted at their minds perative for us to stay connected with our
reach on relevant matters, often appear- people, from agents to Senior Manage-
ing choreographed. ment and clients, and at such we even
The Wire: What does it take to be successful gain more knowledge from the exposure
at your position? to these diverse groups. Loneliness finds
Rahul: We all started from the lowest no room in our array of words, for our
point of the organization as floor agents, people is our business and they are very
with mixed feeling on what the industry important to us as leaders.
holds for your career, wondering if you Vinod: No, it is not lonely at all. In-fact
are stay on or move along. But over the I actually made more quality friend as I
years, one thing holds true, passion for climb higher.
the job is the key element that aids any- The Wire: Haven been in SCICOM for many
one’s growth within the industry, knowing years, what is your best moment yet of note?
and loving the business propels you to- Rahul: While at the Singtel project, we
wards actualizing your dream. had loads of team building events, most
Vinod: There are key elements that must of which were grand, events through
be inherent within a person striving to which we touched the lives of many, giv-
climb the management ladder, these ing all a sense of belonging. We aid these
traits or drivers must be nurtured and people make a difference in their lives.
tampered with patience to galvanize to- Some came into the organization without
wards self-actualization. Positive attitude, a proper direction in life, and to help mold
passion or deep desire and good person them into industry leaders is quite

remarkable for me. tact. The first group of people I consult-
Vinod: There have been a lot for me, ed with fueled my fears the more, they
but the most remarkable one would be told me that I will struggle with it. But a
in 2009, during our annual dinner, when light appeared in the tunnel of my mind,
I received an award from our CEO Mr. I worked with a director Mr. Tungsten a
Leo as best Senior Manager in the man- Caucasian who speaks no mandarin,
agers’ category. It was a big boost and but he handles Mandarin, Thai and Viet-
encouragement for me, one that still lives namese portfolios successfully, hence I
in mind daily as I engage in my duties. thought if he could do it, then I can do it
Also, the privilege to touch people lives, somehow. I then re-structured my strat-
molding front liners from agent’s level to egy, ensuring that I build a strong team
managers, gives you a fulfilling desire of of leaders, people with the right knowl-
self-worth, knowing that you helped give edge and attitude to foster a successful
these individuals’ lives some meaning. service delivery. Taking extra care in se-
The Wire: Have you ever considered going to lecting my team leaders are more. Plan-
the moon? ning, strategic thinking, decision making
Rahul: Not really, I think it will be too cold does not necessarily require Mandarin
over there. speaking staffs, only the product contact
Vinod: The moon has no life, hence I don’t handling required Mandarin speakers.
want to go there. Hence I made sure I got the right peo-
The Wire: Of the team building events that ple to guide the rest. My view is, if you
you have helped organize are there any that is are handicapped in the language, ensure
close to your heart? as a leader you choose the right people
Rahul: All the events are special to us, as to helm strategic positions, such that the
it offers us opportunities to give back and wheel of burden sharing moves smoothly.
touch people’s lives. We aim not to make The Wire: You are considered cool by almost
people robotic, by just getting them to do all, how do you manage difficult situations
only work, we also want them to feel the with your projects?
sense of community. These events al- Vinod: No, Nothing is gained by being or
lows us to mingle and share self with ev- staying panicked in the eye of storm or
eryone, ultimately relieving all the pres- travails. If one takes a problem too much
sures of the job and encouraging all that to heart or personally, it will consume you
we care. and nothing is solved. I take every tough
Vinod: For every event there is a mean- situation or problem as an opportunity to
ing to it, and all are equally important as it learn, an opportunity to show or build my
gives us chance to reach our people and capabilities. For, the moment you resolve
appreciate them. a tough problem, you either would have
The Wire: How does it feel managing a pre- shown your strength or enhanced it with
dominantly Chinese project where the only new knowledge.
language of contact for the product is in Man- The Wire: If you become a millionaire what
darin? will be your first act?
Rahul: Frankly speaking, I doubted my- Vinod: I will resign. No, there are things
self at the beginning, I didn’t truly know that I have been planning to do, which
how to hold together a project with an all with the right resources I can start to en-
Mandarin speaking staff and product con gage them more effectively, reaching the

less privileged, and giving back to the so- Vinod: No answer. Rahul is quite hand-

ciety, then I will take better care of my im- some though.

mediate family. Final words to the readers of The Wire.

Rahul: I will be selfish first. No, I have Rahul: I was involved with the first three

been planning to reach the less privi- editions of the wire magazine, and the

leged, not necessarily the poor, but rath- whole idea of the magazine is to intro-

er those who can’t afford to be educated, duce SCICOM as a body of organization

I would do my best to aid them gain an better to the employees, we share the

education. I have a group of friends who success stories and what it takes to run

offers free teaching to the less privileged, the projects in the industry so that oth-

however on a skeletal capacity. These ers are well informed on the structure that

guys do so at their spare time, as they carries SCICOM.

have to chase their own daily bread also, Vinod: I hope this edition explores deeper

but with the right funding, I can engage into introducing more about SCICOM to

these guys on a permanent capacity and the employees. Bringing to light the dif-

get more people to assist with the drive. ferent elements that makes the body, in-

It is my ultimate intention to wipe out illit- troduce IT, finance and others as they are

eracy from the society at large. Offering the backbone of SCICOM, the structure

free tuition and more. behind that holds the framework of our

Also, I will help with the medical bills of service delivery.

the less privileged in areas that I can. Let’s show some appreciation to these

The Wire: Would you give your number to a departments by introducing them better

stranger? to the rest of the employees.

Rahul: No I wouldn’t.

Vinod: If there is something positive to do

with such a stranger, maybe, but other-

wise no.

The Wire: Would you sing or dance?

Rahul: I can neither dance nor sing.

Vinod: None of the above.

The Wire: Superman or Batman?

Vinod: Batman because I’m active at

night.

Rahul: Superman, though both are

quite helpful.

The Wire: Chappati or Roti Channai?

Vinod: Chappati

Rahul: Roti Channai

The Wire: Classic Cars or Muscle cars?

Vinod: Muscle cars

Rahul: Classic cars

The Wire: Do you think you are hand-

some?

Rahul: That’s putting me on the spot,

as no answer will be ok. But ladies

think Vinod is handsome.

convergingcommunities

You may scratch your head, roll your eyes and
even turn your head when you see someone wearing
the ALTEL t-shirt; obviously not for adverse reasons
but mainly due to the unique approach in design and
their rather catchy phrases. Some of the phrases are
“ALTEL you NO lie”, “ALTEL tell you how to save” and
“Some Like it Big” (Referring to their biggest data plan
of course). That is ALTEL; funky when it comes to ap-
proach but aggressive in nature to compete against
the big boys in the market.
ALTEL Holdings in a subsidiary of Puncak Se-
mangat and was established in June 2012 and started
its Scicom based Customer Care Operations in July
2013, which is located at 18th floor. Our support desk
caters for the Malaysian market inclusive of Sabah
and Sarawak.
We started with 15 headcount and currently at
25 dedicated full time employees. Our contact volume
which was previously at about 100 now ranges with-
in 2500 to 3000 per day. And, with client’s increased
trust towards the quality of services offered by Scicom,
our operations which started with inbound and email
support was extended to Live Chat and Social Media.
Our Customer Care plays a pivotal role in assisting
customers with basic enquiries such as credit balance
update, sim card reactivation and complicated issues
such as intermittent internet connectivity.
We are FUN!!! As a team, we constantly seek ways to
integrate work and fun with the intent to balance work
life. ALTEL Library, Project Mentor and Quality Clinic
are a few of the initiatives introduced within the team
to invigorate our productive minds, and this has yield-
ed mountains of positivity.