ViM JAN 2017 (draft) 1

ViMJ
A
N
U
A
R
41 ST
Edition
Y 2017
Internet Magazine || Free Reading || Internal Use Only
GET TO KNOW
GM SARA
COCA COLA
CEO VISIT
CELCOM
DRESS DOWN
PLPH
Family Day
and many more....

FROM THE
DESK OF...General
Manager
Dear VADSTER,
Happy New Year to everyone. I hope you celebrated thet start of the year in good spirits with family and
friends. Now we are already in the new year, it is good to look ahead what is coming for the year but it is good to
reflect what we have done in the year of 2016.
2016 was a quite a year for all of us in VADS BPO Operations. We have embarked on operations efficiency
exercise to increase the productivity across all projects and you have witnessed the effort put in has delivered the
right results that we would like to see in 2016.
Customer experience was another focus which was looked at and after several months of putting the right
foundation, today we are able to see how the results has given the right impact to the orgnization. Kudos to everyone
who have participated to the success of the customer experience journey.
The year or 2016 has alos witnessed for the first time sending a junior team to participate in the Contact
Center World Associaton. The effort did not go to waste. With the right coaching given to the team, we have seen
the team has made us proud by winning awards at the Asia Pac and world level. Our People With Different Abilities
(PWDA) has made us proud too by winning two prestigious awards from two different bodies. It is indeed a
moment of joy for our PWDA team.
Overall the client satisfaction has been great, our productivity drive has shown positive results, exposure at
the local and international level given for our people and ultimately we have given our best for the year 2016.
Moving on to 2017, the BPO has to start looking at how we can continue to stay relevan in this industry and
we can’t avoid looking at our people in delivering what is required for the industry. The focus of the industry right
now very much in the area of digitalization, verticalization, and technology acceptance. The three main areas stated
are very wide and requires a lot of effort in order for us to be right from the beginning. I’m proud to mention, for a
start, we are changing our telephony system to OMNI ready. In the previous ViM, I’ve explained about OMNI and
it is good if you could pick the previous ViM editions to get the right understanding on OMNI. I’m proud to mention
Pos Malaysia is our first customer which has the OMNI channel capability.
I must say, 2017 going to be another excitement year for all of us. I urge everyone to be ready in going
through the transformation journey. It is not going to be easy but you have proven previously and you will definitely
the the pride by taking part in the journey that we will go through together.
I wish everyone a great year ahead and continue to give your best.
Always believe in our mantra and be the best always.
MANTAP! MANTAP! MANTAP!
Regards,
Saravanan Belusami
General Manager
BPO Operations

Full Name
Saravanan Belusami
BPO General Manager
Nick name / Celebrity Name
Director Fury
Year Started Working in VADS
2004
GM
Sara
Status
Married
Place of Residence
Sungai Petani, Kedah
Hometown
Taiping, Perak
Favorite Food
Chicken ketchup and
Ikan Keli sambal
Favorite Drinks
Air Suam
Usual Weekend Actvities
Spend time with the kids
Usual Hangout Spot
Village Mall Sungai Petani
Interesting places that
I have been
Taj Mahal, Borobudur,
Las Vegas
New places that I would like
to travel to?
Europe Countries
Three things you'll never
leave home without
Handphone, Handphone
and Handphone
How do you picture
yourself in 5 years?
Leading an organization
What would you like to see
in the future?
The value of humanitarian continue
to be in every individual
Employment Before VADS
I was in TM between 1991 to 1999,moved to
two International Telecommunication
providers before joining VADS
in 2004
Favorite TV Shows
Used to be Chips, Mac Gyver, Knight Rider,
Doogie Howser MD, Family Ties,
Silver Spoon, Fantasy Island,
3rd Rock from the Sun, The Andy Griffith
Show, Little House on the Prairie,
Charlie’s Angels, Six Million Dollar Man,
A-Team
Your personal ambition?
To be a role model always to
my family, organization
and community
What would you like to do in
the near future?
To continue learning to be a
better person in my career
One piece of advice that you
want to share
Continue to give your best and always
challenge your ownself to produce
better results
EDITORIAL BOARD
ViM 2017
vads.emag@gmail.com
ADVISOR
Mr Saravanan Belusami
PRODUCER
Ms Anushiya Sivaratnam
JOURNALIST
Rabiatul Adawiah (Ruby)
GRAPHIC DESIGNER
Ridzwan Razif
PHOTOGRAPHER
Farid Husain
SOCIAL MEDIA
Sharunizam (Sharz)
“WE ARE NOT JUST A TEAM, WE ARE A FAMILY..”

1st Dress Down Day for 2017
CELCOM
This is our 1st Dress Down day for
2017, held at Level 10 Menara Celcom
on 25th January 2017. We chose
Smart Casual theme to give our staff
& contact centre look more relax and
casual.
Coca Cola CEO & Commercial Director Visit
Level 23 & 18 Plaza VADS
Mr Stephen Lusk & Mr Gareth McGeown was met & greeted by VADS BPO
GM, Mr Saravanan. Mr Lusk & & Mr McGeown was then introduced to En Fauzil, GM
Sales, Mr Jonathan, Sales & Solution and operation team En Shahzan & En Nizam.
The guest & VADS team then proceed to Level 23 meeting room for VADS presentation
on 2016 Business Performance review, chaired by our VADS CEO, Mr Massimo. During
the meeting,various item & issues was discussed to seek more business opportunity
between VADS & Coca Cola, to iron out issues running Coca Cola contact center by
VADS and our future & moving forward plans.
The team & guest then proceed to visit contact center, located at level 18 Plaza VADS. A
good 45 minutes was spent by our guest to meet our agent & operation team, at the same
time having 1st hand information & feedback on our daily operation.
Lastly, our guest & management team visited SMBA located at level 14. Our guest spent
about 30 minutes, having in-sights on SMBA module & operation.
VIP
Mr Stephen Lusk
CEO, Coca Cola Bottling & Investment Group
Mr Gareth McGeown
Commercial Director, Coca Cola Malaysia & Singapore
Mr Edward Toh
Operation Manager, Coca Cola CIC Operation Singapore
Mr Massimo Migliuolo
CEO, VADS Berhad
Mr Saravanan Belusami
GM, BPO Operation
Ms Sheela Tanggaraju
AGM, BPO Operation, MNC & Shared Services

FAMILY DAY
PosLaju Pickup Hotline
On 7th January 2017 PLPH team had organized a family
day to Sri Bayu Beach Resort. The event was organized by PLPH
Team and participated by PLPH members, Pn Hazura & family,
TM Mr Allif Ikhwan & family, OM Mr Nashreeq & family, QA
Redzuan & QA Rosmi.
The main objective of this event was to enhance
toleration within us, boost our motivation and morale towards
our daily job in hopes that it will improve and strengthen our
bond to a higher level so that we can work together dynamically.
Among the exciting activities & games conducted were ‘king
kong berjalan’, ‘3 Serangkai’ , ‘Gula – Gula dalam tepung’
(semanis kurma) & ‘Baling telur’ (makin dekat makin sayang).
Thanks for the effort and commitment by all
participants to put up a great effort in making the event a success
and committee especially in organizing such an interesting and
fun event.
Great people and it was fun and interesting day for all.
Everyone had such a good time and went home with a memorable
and marvelous experience.
FAREWELL FOR OMAR ARIF & MS HALIZAH
Accident Assist Call Center (AACC)
On Thursday December 29, AACC held a farewell party for Ms
Halizah and Omar Arif. Both of them will be leaving VADS to start their
own business and career. We organized this farewell part at room AACC
level 18. The farewell filled with jokes and laughter.
GOTONG ROYONG COMMUNAL WORK
Cygal
There are many reasons for why we want to keep a clean office
environment. Not only is a neat and tidy space more visually appealing
than a cluttered mess, but it also makes a good impression and is more
conducive to productivity in the workplace. So on 28th January 2017, we
conducted a 'Gotong-Royong' joined by our CSP and Team Leader.
The main aim of the Gotong-royong
was to clean the office surrounding.
The gotong-royong started at 2.30pm
in the afternoon.
The team was divided in few groups. One of the groups cleaned all the workstation
including Team Leaders’ workstation. The other group cleared the rubbish left around
while other identified the broken chair. Later we started to organize all the file and loose
paper including the board.
The office was soon begun to look clear and tidy. At the end of gotong-royong, the team
gathered at pantry as food had been provided. A special thank for the team for their time
and cooperation.

YEAR OF ROOSTER
DECORATION
3rd Floor, Cygal
On January PDA, we have done traditional
Chinese Paper Cutting and DIY Angpao
Lantern for decorating our working
environment. The main idea of having this
PDA is to make everyone participate to
decorate the floor with Chinese New Year feel
and make the environment livelier.
COLORING CONTEST
CNY THEME
Cygal
On January PDA, we have done a coloring
contest to make TL and CSP from Cygal and
PFCC bond together. The theme is Chinese
New Year. The main idea of having this PDA
is to make everyone participate to enjoy to
color and make a better bond together.
SATURDATE
AT KEMENSAH
On 21st January 2017, our
team had a wonderful day of BBQ at
Sg Kemensah. This event was held to
keep our bonding within team
member also with other CSP & TL.
We had a very great time together.
CYCLING
AT TITIWANGSA
On 31st January 2017, our
team had a fun day of picnic &
cycling at Taman Tasik
Titiwangsa. It was very sunny and
beautiful day. We had a very great
time together and not just we can
keep our good health but also we
had an
opportunity to appreciate the green
scenery of the lake.
LAST CHAPTER BOWLING WITH LOVE
PV Assurance
On 22nd January 2017, PV Assurance organized a bowling
activity held at U-Bowl One Utama Shopping Complex. The main
objective was to celebrate the last get-together as some of the CSP
and TL will be relocating to other centre. This activity was quite a
success since we received full cooperation from the team members.
On top of that, several CSPs also bring along their family members
which made the affair even livelier. Afterwards they ended the
activity with spending their quality time together at dinner. We
hope this healthy activity can sustain our energy to work better in
new place and of course strengthen the bond between us even we
were apart.

BOWLING TO SUCESS in YEAR 2017
On 13th January 2017, team assurance at Plaza Vads held a bowling activity at
U-bowl Bowling Center (Wangsa Bowl) , 1 Utama Shopping Centre. This is our 1st
activity of this year 2017. With this activity, we hope that the year 2017 will made us
more trustworthy, with a strong sense of timekeeping, more responsibility at work,
determined, brave, perseverant, and hardworking. We held this activity after Maghrib
prayer. Many CSP turn in and show their bowling skills. Some of the guys show their
extensive experience in bowling skills which turn out helpful in dropping many pins but
some of the skill made the bowling ball went inside the bowling gutter. The girls team
also show a vibrant positives attitude although not so great as the guys. We bonded over
when this activity is carried out and some of them went overboard will Selfie. We ended
the activity after an hour and half. We also manage to express our own stress free faces.
A brief speech by the project manager, Nurfaiz Bin Mohd Nor after the activity. He
hopes that this activity will carried out again in near future. We dismissed at 9.00PM
and some of us carried out own activity.
Picture & Story by TL Abdul Rahman.
PV Assurance
BALLON CUP CHALLENGE
PFCC Assurance
On 15th January 2017, PFCC Assurance Team organize Ballon Challenge. The
event held at Jump Start, Level 6, PFCC. Each of the team consist 2 participant in Open
Category. The event participate by more than 50 staff. As the challenge require
participant to fill air in the ballon and use it to drop 20 glasses, many of us thought this
game will be win by man but this not happened. The game won by PFCC sportswoman,
Atiyah and pregnat lady, Lyn.
The event fully of fun and laugh and of course it meet the objective of the event which
is to keep staff engagement with enjoyment activity. Hopefully, many games can be
organize in the future and indirectly it can minimize our stress in doing our daily task
and resposibilities.
Story by Haryani
Picture by Gabriel
On 18th December 2016 Assurance PV (Mandarin Team)
organized a PDA Batting cage at 1 Utama Shopping Centre, U5 Sport
zone Level. The participants are from Inbound CSP (Inbound, Mandarin
Team) and their Team Leaders. The objective of this PDA is to
strengthen the bond among TLs and CSPs while enjoying the games
activity.
In addition, this is a mind-refreshing alternative as well as to break away
from working stress. Moreover, we could have a same level understanding
for future when we working as a team.
BATTING CAGE wan wan er yi
PV Mandarin Team

MCC EXCHANE GIFT DAY
Graha Maju, Melaka
On 3rd January 2017, Melaka Contact Centre
(MCC) held an event in line with New Year Celebration.
The purpose of this event is to strengthen the relationship
among all departments in MCC. We are glad to inform that
participant from all department give a good response. The
event started with opening speech by SOM Nurizayani
followed by OM Nazlina, TM Rohaida and TM Kamarul.
All gifts had been collected since last week of December
until 2nd January 2017. For this event, VADSTERs are
required to prepare a gift (minimum RM 5) and gather all
the present to PIC latest by 2nd January 2017. All participants
are required to redeem the gift on 3rd January 2017 at
Breakout Room.
By this event, we hope for a life infused with energy and
happiness in New Year and look forward for positivity in
2017. Let us leave our sorrow behind and indulge in
happiness. Best wishes to all VADSTERs on this
New Year.
CHRISTMAS & NEW YEAR EXCHANGE GIFT
Kuching
To start off the year 2017 the TLs of Billing & Provisioning
Kuching organized a “Gift Exchange” program on 10th January 2017. A
total of 60 staff comprising of CSPs, TLs, FS and the OM of the Unit
participated in this program whereby each participant will contribute a
gift costing not more than RM20.00 which will be exchanged with their
colleagues.
The staff was given a one week period to purchase the gift. The aim of the
event was also to enhance solidarity among the CSPs/TLs and to create
fun as each gift was supposed to be a surprise.
MCC GATHERING DAY
Kuinin Steamboat & Grill Bukit Baru, Melaka
On 7th January 2017 Melaka Contact Centre
(MCC) held an event to gather all operation team
for Makan-Makan time which was arranged by TL
Anuar. This event took place at "Kuinin Grill and
Steamboat" Bukit Baru, Melaka own by one of staff
from RTFM team. Manager, HR, RTFM, QA
Trainer, Team Leader and Specialist spared their
time to join and working together to make this
gathering more fun. Event started with manager
speech and followed by "Makan-Makan" time.
We had been served with variety of food such as seafood, noodle, satay, meat
and chicken. During this event, organizer also arranged a Surprise Birthday
party to celebrate December babies by preparing two cakes which one of the
cakes contributed by SOM Nurizayani. List of person who celebrated their
birthday on December is TM Kamarul, TM Rohaida, TL Zam Zarina, TL
Asyraf & TL Roseline. This event is part of activity engagement at MCC to
mend the bone among Staff from all departments. All participants expressed
a good response and enjoy this event with special thanks to organizer and to
all who participated in this event.