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TM's VADS wins best BPO outsourcer of year

AvantiKumar | Oct. 22, 2012
VADS wins 16 awards from Outsourcing Malaysia

CCAM VADS  modified

Photo - (from left) Izeti Zulkifli, manager, Quality Assurance, VADS Bhd (second from left) together with Mohd Fauzil Wahab, general manager, BPO Operations, VADS Bhd (third from left) receiving the Best Process Excellence award at the recent 2011 CCAM Awards ceremony. On the far left is Mohd Irwan Rizal, president of Customer Relationship Management & Contact Centre Association of Malaysia (CCAM).


The outsourcing arm of Telekom Malaysia (TM), VADS has won 16 awards during the national industry association PIKOM chapter Outsourcing Malaysia's Smart Sourcing event, held recently in Kuala Lumpur.

The highest honour went to VADS as it took home The Best of the Best BPO Outsourcer of the Year Award during the 13th Annual Customer Relationship Management and Contact Centre Association (CCAM) Awards Night which was officiated by wife of the Prime Minister, Datin Paduka Seri Rosmah Mansor. 

VADS also won 13 other awards including three Gold Awards for Best Outsource Inbound Contact Centre Above 100 seats, Best Outsource Outbound Contact Centre Above 100 seats and The Most Creative Contact Centre for its Step Up Programme, the Company's initiative towards improving the skills of the professionals, including employing People with Disabilities (PwD) as a means of giving back to the society.

VADS also received seven  Silver Awards for Best Outsource Inbound Contact Centre Above 100 seats, Best Process Excellence (Open), Best Video Contact Centre, Best Outsource Inbound Contact Center Under 100 seats, Social Media Programme Contact Centre, Best Contact Centre Team Leader Above 100 seats (Aznal Ariff Zakaria) and Best Contact Centre Supporting Professional (Izeti Zulkifli).

In addition, VADS took home three Bronze Awards for Best Outsource Outbound Contact Center Under 100 seats, Best Contact Centre Team Leader Above 100 seats (Norlizah Ali) and Best Contact Centre Team Leader Under 100 seats (Mashiur Rahman).
The CCAM Awards is organised by the Customer Relationship Management and Contact Centre Association of Malaysia which has been at the forefront in developing the local CRM and contact centre industry in Malaysia. It is a strategic think tank, an educational platform and a progressive establishment geared towards constantly improving the calibre of industry professionals.

MOSTI minister

Meanwhile, at the recent Outsourcing Malaysia Excellence Awards which was held in conjunction with the Smart Sourcing Summit, VADS took home the highest honour of the night - Outsourcing Service Provider of the Year Award as well as the BPO Engagement of the Year Award.  The awards were presented by Datuk Seri Panglima Dr Maximus Johnity Ongkili, Minister of Science, Technology and Innovation. Accepting the awards on behalf of the Company was VADS chief executive officer, Ahmad Azhar Yahya. 

Yahya said: "These awards cement our leadership role in the outsourcing sector in Malaysia. It's a great achievement and reinforces our company's strength as one of the best outsourcers in the country. Winning these awards which are recognised industry-wide and used globally to showcase best practices and value creation in the sourcing space has not only enhanced our position as Malaysia's ICT and BPO Powerhouse but also Malaysia's position in the global sourcing marketplace. I would like to congratulate my team for their tireless efforts and encourage them to continue to do better and serve our customers with utmost dedication."

"I would also like to thank our customers who have grown together with us. As we all know, customers are key pillars to any businesses and it is our priority to ensure that all their business process & IT outsourcing needs are taken care of for better customer service experience," said Yahya.

The OM Excellence Awards is organised by Outsourcing Malaysia, a chapter of PIKOM in partnership of the International Association of Outsourcing Professionals - the global standard-setting organisation and advocate for the outsourcing profession. The awards recognise and reward excellence in outsourcing. These awards are aimed at furthering the cause of outsourcing as a key strategic driver for value creation as Malaysia endeavours to become a world-class location for outsourcing services. The OM Excellence awards were assessed through deployment of a comprehensive, market-aligned "Sourcing Awards Assessment Set [SAAS]".

VADS operates more than 4,000 seats in 13 delivery sites in two countries (11 in Malaysia and two in Indonesia). VADS manages more than 72 million customer interactions per year and growing, on behalf of clients across various industries.


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