WESTPORTS MALAYSIA SDN BHD

MINUTES OF CALL CENTER DEPT MEETING

HELD AT CALL CENTER MEETING ROOM ON
27th FEBRUARY 2012 AT 1530 HOURS
Present

NO

Mr. Jeremy Khoo

Mr. Ethan Chuah
Mr. Saravanan
En. Mohd Razuan
Mr. Rathana Singam
En. Mohd Azir
Ms. Anita Nathan
ISSUES DISCUSSED

ACTION BY

OPENING
Ethan welcomed all the staffs and introduced Jeremy Khoo
to the Call Center team. Went thru the previous meeting
minutes.

1.

E-GATEPASS
Currently there are 30 active users for e-Gatepass.
Customers who are interested to use e-Gatepass service to
send am email to either Ethan or Jeremy. Any issues
pertaining to e-Gatepass to contact CSIT.

2.

ISP
Starting from 1st March 2012 there will be changes in EMC
charges for all inspection containers which has been
discharged. 2 EMC will be charged for request of containers
for inspection after discharge where else 1 EMC for request
of containers for inspection before discharge.

3.

Info

EDO
From 1st March 2012 onwards there will be no longer expiry
for e-Do.

4.

Info

Info

EXTENSION CALLS
Ragu is yet to provide the reports requested by Anita for no
of call that received at ext 850 & DID 03-31694084. We
need to know from where is this calls coming as the no of
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Anita

06/01/15 10:45 AM

calls has increased to ext 850. Anita to liaise back with

Ragu to obtain the report soonest.

NO
1.

MISCELLANEOUS
CALL CENTER FUND
The amount to pay for this year remains the same. Non
executive RM5, executive and managers RM10.

2.

Info

KPI
Ethan requested Anita to teach the supervisors to extract
report for the 6 KPIs which was set for Call Center staffs.
The 6 KPIs are: Service Level must be 95% and above for the
month
Breaks are 1 hour per day, calculation will be total
breaks/total working hours for the month.
0 Miss Calls for the month
Speed of Answering is set at 5 seconds and below
Abandoned Calls must be below 0.15% over total
call for the month
0 Lateness for the month, unless justified (eg
accident)

4.

Info

SHIPPERS EVENT
Call Center here after will be involved in shippers events
and meeting shippers to know them better.

3.

ACTION
BY

Anita

Info

STAFF DISCIPLINE
Ethan reminded staffs to inform supervisor in the event they
will be late to work, MC or EL 1 hour before shift start to
arrange for replacement staff.

All staff

Prepared by: Anita Nathan

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