On February 1, 20112, Ms. Pataraporn Samantarath, Minister Counselor of Office of Labour Affairs in Malaysia, and staffs visited Thai workers at Scicom (MSC) Berhad, located at 25th Floor, Menara TA One 22 Jalan P. Ramlee 50250 Kuala Lumpur Malaysia. They were received by Khun Songkran Auttha, operation manager, and Khun Eksaran Wannamath, assistant operation manager.
The Scicom (MSC) Berhad is a leading contract centre and business process outsourcing services provider, which has been operating for over 50 years. The company has headquarters in five countries, including one in the Menara TA One which provides call center service for Nokia customers. The company’s officers are tasked to give clients answers, advices, and instructions as well as to receive their complaints about the services and products. The company does not only manage call centre services in 30 languages, covering 91 countries, but also electronic mail services. It continues to adapt it services in a way that is most convenient for their clients. Furthermore, the company has sub-branches that provide services to companies such as Fuji Xerox, IBM, DELL, and HP.
The Scicom (MSC) Berhad recruits Call Centre staffs from several nationalities to provide services to their clients in oversea countries including Indonesia, Vietnam, Bangladesh, Cambodia, and Thailand. At present, some 42 Thai workers are working for the company; all of them have work permit, and health insurance. They are paid at different rate, depending on a country they work in but at an average of some 3,000 ringgit (30,000 baht). In order to make sure that its employee completes his employment contract, the company deducts 10 percent of the employee monthly wage, and will return him back in full amount after one year. The company also arranges condominium for its employees to share. Employees have 15 days’ holiday per year and their vacation can be accumulated to extend the vacation time. The company organizes two recreation events twice a year for its employee on the New Year and Songkran Day.
According to the Office of Labour Affairs in Malaysia, the company demands new workers to replace those who have completed their contract. It posts job advertisements on Jobdab.com website or commutates through words of mouth. As for primary requirements for a call centre staff, interested person must be 23 years old or above as he needs to obtain an Employment Pass as required by the Malaysia’s immigration office; bachelor degree or diploma in any field; basic computer skills; fluent in Thai and English; good communication skill needed to provide customers with clear product and service information and give them greatest satisfaction; while resilience, stress tolerance, problem solving, judgment, and customer service orientation are key competencies.
The Office of Labour Affairs in Malaysia wants to provide another channel for job seekers to search for jobs. Once it is notified by companies about available positions, it will give jobseekers information about the job.