Industrial Report

Topics: Customer relationship management, Customer service, Support automation Pages: 19 (1452 words) Published: April 12, 2015
CONTENT
1. Chapter 1

Introduction
Background of 1MOCC
Mission, vision, objective of 1MOCC
Organization chart
1MOCC’s principal activities

CHAPTER 1:
BACKGROUND OF ONE MALAYSIA ONE CALL CENTRE (1MOCC)

Introduction

Assalaimulaikum Warahmatullahhiwabarakutuh and the deepest gratitude to the divine grace and blessings as I can prepare this industrial report properly. While there are things that cannot be avoided, but it would not be a problem in completing the task.

However, I’m still looking for variety of sources and the results is this report can be prepared by the hard work and the help from colleagues. I am here to express my gratitude to Mrs. Yus Aznita binti Ustadi for being helpful in providing guidance and tutoring me to write this report.

I am proud to be able to complete this task on time. Finally, I would like to thank all those involved directly or indirectly in completing this task.

Thank you.

Yours sincerely,

………………………………………….
(FARHANA HAZWANI BINTI MUSA)
Matrix number: 2009276472
Group: NAMAF10I

Background of 1MOCC

Pusat Panggilan 1Malaysia (1Malaysia One Call Centre - 1MOCC) was established under the approval of the National Committee of the Blue Ocean Strategy (BOS) on 20 September, and serve as one of the projects under the National Flagship. 1MOCC project aims to facilitate public communication with government agencies as customers. Through this initiative, all questions, complaints and suggestions of the public will be linked to a contact number compared various contact numbers Government agencies available. Outcome of this project will provide a lot of advantages of short-term and long-term aspects of operational cost savings through the termination of the government online, without charge calls between the agencies and to optimize the use of resources. 1MOCC operation was launched by the Honourable Prime Minister of Malaysia; Datuk Seri Najib Tun Razak on 12 November 2012 at the Dewan Sri Satria, Putrajaya Corporation with a total membership of 30 people and operates at Level 12, Putrajaya Corporation Building. Issue extension 1MOCC to all Ministry headquarters and the additional workload shouldered by the Customer Service Officer 1MOCC been taken into account in the proposed restructuring of ABLE, which began February 1, 2014, the number of personnel 1MOCC membership has increased to 320 personnel and operates from three locations different; ie;

1. 1Malaysia One Call Centre (1MOCC),
Level 4; Block 12A; MKN Embassy Techzone Building,
No.3200, Technocrat Street 2, 63000,
Sepang Selangor Darul Ehsan.

2. Mampu Cyberjaya,
MKN Embassy Techzone Building,
Block B, No.3200, Technocrat Street 2, 63000,
Sepang Selangor Darul Ehsan.

3. 1Malaysia One Call Centre (1MOCC),
Level 6, Perbadanan Putrajaya,
Perbadanan Putrajaya Complex,
24, Persiaran Perdana,
Precinct 3, 62675 Putrajaya

Mission, vision, objective of 1MOCC

Establish a Single Point of Contact to facilitate the public to contact government agencies, by providing multiple channels of communication between the public and the Government, through a number 603 8000 8000 for all the channels available 24 hours a day, and 7 days a week. This means that the role of 1MOCC to be a government call centre, for all government ministries, department and agencies. Customer’s call (call channel) will get thru to 1MOCC’s customer service first before we transfer or divert the call to correct agencies. Sometimes, there are calls or cases that can be settle at 1MOCC level and don’t need to transfer or diverted to agencies. Another channel (non-call) for customer to get thru 1MOCC is email, SMS and Facebook page. Customer also can make a complaint, suggestions and opinion regarding government’s services. All customers’ calls will get thru Avaya system and details...
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