Customer care centres of Telecom Industry play vital role in telecom business field last
few years. The capital of Sabah, Kota Kinabalu is the place for telecom service providers to promote
the best service and grab the market. In this geographical location, efficiency and service excellence
are the two major goals for customer care centre as other part of Malaysia. Efficiency depends on
speed and delivery that leads to get excellent service. The objectives of the research is to identify and
explore the influential factors of the service experience in customer care centre for telecom industry in
Kota Kinabalu, Sabah, Malaysia. Based on the first part of the research, it was identified the critical
factors of service experience of customer care centre to eliminate the rigidity of service near future in
the industry. Questionnaire survey was used for this research because the research method was
quantitative and experimental. Data were collected from the people who are attached with the
customer care centre activities of telecom industry in that region in terms of usage of the product or
seeking services through customer care centre. Results of this study show that how different factors
influence and shape a better service experience and whether the factors have positive and significant
influences on customer’s service experience in a customer care centre of this industry in Sabah. In
total 18 questions were asked to answer to the 200 sample interviewee to get the real scenario of
customer care centre in terms of service excellence. This study helps to find out the factors which
affect the service experience in Customer Care Centre. The result indicates that three out of four
factors have significant influence on Customer service experience in Telecom Industry in Sabah.