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TM STRENGTHENS SPECIAL WORKING ARRANGEMENTS FOR ITS CONTACT CENTRE STAFF TOWARDS ENSURING SAFETY OF WARGA TM AND ESSENTIAL SERVICES FOR THE NATION

TM; TMpoint; unifi

Updates on latest developments of all customer service operations for Malaysians throughout Movement Control Order extended period

25/03/2020

As the safety and health of its employees remain as top priority, Telekom Malaysia Berhad (TM) wishes to inform that the Company is further strengthening its Special Working Arrangements, particularly to address the operations of its contact centres, during the Movement Control Order (MCO), which has now been extended to 14 April 2020.

Effective 26 March 2020, all TM Contact Centres nationwide will operate from 7.00 am to 9.00 pm. This includes TM call centre at 100, Live Chat, Social Media and e-mail.

While the working shifts for its contact centre agents remain at two (2) sessions per day, the number of customer service agents per shift will be reduced and the agents on duty will continue to exercise social distancing where each agent are being separated by one (1) empty workstation (approximately one (1) meter distance from each other). Agents from the 2nd shift will not be using the workstations used by the agents in the 1st shift. The agents are also required to sanitise themselves and their work stations before they start their shift. To further minimise contact and control the movements, the entry points to the contact centres have also been limited to two (2) entry points only per day.

The contact centre agents are also to be split into two (2) working teams where each team will work for three (3) days followed by three (3) off-days.

TM will also be implementing a special allowance for all its customer service frontliners who have to work during the MCO period.

Dato' Noor Kamarul Anuar Nuruddin, Group Chief Executive Officer, TM said: "The wellbeing of our employees is of paramount importance to us as they are the backbone of the Company. We will not compromise on this and continue to implement stringent safety measures amongst our Warga TM, especially those who need to be working at their respective office during this extended MCO period. We sincerely ask our customers to bear with us as there may be potential delay in our response to your queries and requests due to the changes in the contact centre operations hours and high call volume expected. As a national provider of essential service, we will continue to adapt our daily operations to ensure the safety of our employees within the guidelines and restrictions guided by the Government, whilst we remain committed to deliver smooth continuity of our services for Malaysians nationwide; supported by a robust business continuity plan. Connectivity is critical during this unprecedented period, and TM is always here to help everyone stay home, stay connected, stay entertained, stay informed and stay served during the MCO. We also pray that all Malaysians stay safe and stay strong while we weather through this testing time together."

Updates on Latest Developments of All TM Customer Service Operations during the extended MCO period

TMpoints

  • All TMpoint outlets nationwide are closed

TM Contact Centres at 100, Live Chat, Social Media and e-mail

  • Operations Hours: 7.00 a.m. to 9.00 p.m.

Installations and Restorations

All installation activities at customers' premises has been postponed. Network and service restoration activities that do not involve presence into customers' premises will resume as usual. However, TM will continue to perform installation and full restoration activities outside customer premises as well as at hospitals, clinics and other critical agencies

Payment Channels

  • All TM Payment Kiosks at TMpoint are not in operation
  • Alternative cash payment channels are at 7-Eleven, MyNews, Speedmart 99, KK Mart, MyNews and Petronas.
  • Alternative digital payment channels via Autopay, unifi self-care portal at unifi.com.my, myunifi app, online payment channels from any of your preferred bank via JomPAY with TM's biller codes (8888 for unifi Home, 2345 for Streamyx & Voice and 3608 for unifi Mobile) and via e-Wallet (Boost app).


Digital Channels

For more information, query, customer service, subscription and any support related needs, please visit www.unifi.com.my.

Customers can also reach out to us via our digital channels as follows:

*Note: the digital channels will only be manned between 7.00 a.m. to 9.00 p.m.

unifi Offers to help Malaysians to #sTayhoMe #stayconnected #staysafe

TM, as the enabler of Digital Malaysia via its digital lifestyle arm, unifi has recently announced several offers to encourage Malaysians to make full use of their time at home; utilising the available digital tools and unifi suite of services which include phone, wifi@unifi, unifi TV and unifi Mobile. This is to ensure that they #stayconnected especially with friends and family via voice and video calls, messaging or social media and #stayproductive while working at home.

During this MCO period, TM is offering FREE LTE hotspot pass for unifi Mobile postpaid users; and 7-day unlimited data pass for unifi Mobile #BEBAS prepaid customers. In addition, unifi TV subscribers can also #stayentertained with FREE access to all channels on unifi TV, including premium channels and unifi PlayTV; and 20% discount for all Video-on-Demand (VOD) titles in its HyppFlicks Plus category.

The Company will continually monitor for developments on the ongoing situation and adapt its services to help customers, whenever needed as the safety of its employees and members of the public are of paramount importance to us.

Proactive Measures Undertaken thus far to Contain the Spread of COVID-19 Virus

As previously announced, since the outbreak of COVID-19, TM has implemented a number of preventive measures across its operations as part of its safety protocols to help curb the pandemic and ensure the wellbeing of its employees as well as its stakeholders.

TM initiated its Special Working Arrangements for its workforce nationwide effective 18 March 2020, until such time as further guided by the MCO. TM employees with critical functions are given the options of flexible working hours or split working teams. Meanwhile, employees of non-critical functions are encouraged to work from home utilising digital channels and online productivity tools available.

TM would like to wish all its customers and stakeholders a safe and healthy stay at home under the MCO, and to remind them to continue to take precautionary measures such as social distancing and good personal hygiene to lower the risk and spread of the virus.

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