Going Beyond IT

  • Source: Event
  • Article Date: 12/6/2018

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The PETRONAS Contact Centre (PCC) was officially launched on 21 May 2018 by PETRONAS Executive Vice President (EVP) and Group Chief Financial Officer (GCFO) Datuk George Ratilal at PETRONAS ICT's new office at Menara ExxonMobil.

Other guests at the opening ceremony included PETRONAS ICT Sdn. Bhd. Board members Norliza Nawi and Farahena Hanapiah, KLCC Property Holdings Berhad Senior General Manager Datin Faudziah Ibrahim, Group Chief Information Officer (GCIO) Redza Goh and PETRONAS ICT leaders.

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PETRONAS Contact Centre Head of Contact Centre Jessie Khoh (left) taking the guests on a tour around the Contact Centre located at Level 20 of Menara ExxonMobil.

Formerly known as PETRONAS ICT Contact Centre (ICC), the rebranded contact centre expands its first line ICT support that goes beyond traditional IT needs, offering a business-focused single-point of contact for PETRONAS Group. PETRONAS ICT Head of Operations and PETRONAS Contact Centre Head, Freddy Portier spoke about PCC's readiness to broaden its horizons beyond ICT support at the event.

"ICC has been around for 15 years. Over the years it has become more matured and we have successfully raised our service quality to world-class standard. Today we are a multiple award-winning, high performing and cost efficient contact centre. Customer satisfaction has always been our focus. We are going to use our expertise and experience to provide more value added services for PETRONAS by bringing on-board the various service desks that are now present in the company. This allows the OPUs to focus more on their core business and with this we can positively contribute to various efficiency improvements. This is what Focused Execution looks like to me."

PCC currently supports Financial Shared Services (FS2), Group Technical Data, Supplier Relationship Management and PETRONAS ICT.

PCC is located in the new PETRONAS ICT office at Menara ExxonMobil which was retrofitted with the Workplace for Tomorrow (WFT) concept. The team moved from Bangsar South to Menara ExxonMobil at the end of 2017 as part of the WFT initiative and the effort to house all PETRONAS ICT employees under one roof.

Along with PCC, the rest of PETRONAS ICT employees from its offices in Menara Perak, Bangsar South and Etiqa Towers also moved to Menara ExxonMobil in stages between October 2017 and March 2018.

PETRONAS ICT Head of Administration Services Tunku Shahirzade Tunku Azwil shared that PETRONAS ICT is one of the first operating units to be on-board WFT. "Today, some 1,300 PETRONAS ICT employees are working in a mobile, flexible and open office layout", she added.

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The new office also boasts WFT's collaborative technologies such as wireless internet, digital screens, and audio- and video-conferencing facilities. PETRONAS ICT occupies Level 20 to Level 29 of Menara ExxonMobil.

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To commemorate the opening of the new office, EVP and Group CFO Datuk George Ratilal joined GCIO Redza Goh in signing a commemorative plaque on Level 21.

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