PERWIRA Outbound Activation Call Script
Version: 1.1
Last updated: 7 May 2026
Quick answer
- This is a non-sales activation support call.
- Call may be recorded for quality assurance and training.
- Do not ask the user to read out OTP, password, MyKad, or other sensitive credentials.
- For existing DeCart / pre-registered users, guide login with Military ID and temporary password.
- For new / non-DeCart users, guide registration using the applicable Military ID or MyKad ID and let them create their own password.
1. Opening script
Agent script:
Good day. May I speak with [User’s Name], please?
My name is [Agent Name] from the PERWIRA Support Team. Please be informed that this call may be recorded for quality assurance and training purposes.
Good day. May I speak with [User’s Name], please?
My name is [Agent Name] from the PERWIRA Support Team. Please be informed that this call may be recorded for quality assurance and training purposes.
2. Purpose of call
Agent script:
I am calling to assist you in activating and using the PERWIRA Super App. As a DeCart user, you are eligible to activate PERWIRA and enjoy its features.
I am calling to assist you in activating and using the PERWIRA Super App. As a DeCart user, you are eligible to activate PERWIRA and enjoy its features.
3. Verification and notes
- Confirm you are speaking to the intended user.
- For operational tracking, ask which camp, base, city, or state they are currently based at.
- Record the location in the lead tracking sheet.
- Do not request OTP, password, or sensitive numbers verbally.
4. Download guidance
Option A — Website recommended
- Ask user to open Safari / Chrome.
- Go to www.perwira.com.my.
- Tap Free Download.
- Select iOS, Android, or Huawei based on their device.
- Follow the instructions to install.
Option B — App stores
- Apple App Store: search PERWIRA Super App, tap Get, then Open.
- Google Play Store: search PERWIRA Super App, tap Install, then Open.
- Huawei AppGallery: search PERWIRA Super App, tap Install, then Open.
5. Device handling logic
Same phone
Ask user to put the call on speaker mode so they can follow the steps.
Second device available
Continue call on primary phone and guide app download/login on the second device.
No second device / no time
Offer email guide and schedule callback if needed.
6. Login and activation
Existing DeCart / pre-registered users
Agent script:
Since you are an existing DeCart/pre-registered user, please log in using your Military ID number as the username. Your temporary password is your MyKad number. Please key it in yourself — I do not need you to read it out to me. After logging in, you will be prompted to update your password. Once updated, your account will be activated immediately.
Since you are an existing DeCart/pre-registered user, please log in using your Military ID number as the username. Your temporary password is your MyKad number. Please key it in yourself — I do not need you to read it out to me. After logging in, you will be prompted to update your password. Once updated, your account will be activated immediately.
New / non-DeCart users
Agent script:
If you were not previously registered under DeCart, please select Register or Sign Up in the app. You will need to enter the required details using your applicable Military ID or MyKad ID, then create your own password during registration. Please do not share your password or OTP with anyone.
If you were not previously registered under DeCart, please select Register or Sign Up in the app. You will need to enter the required details using your applicable Military ID or MyKad ID, then create your own password during registration. Please do not share your password or OTP with anyone.
7. Feature walkthrough
- Kedai PERNAMA Online Shop: shopping access for defence personnel and veterans.
- Berita: official announcements and community updates.
- Welfare services: selected offers and services for the defence community.
- Upcoming digital enhancements: new features will be introduced progressively.
8. Lucky draw mention
Agent script:
Users who activate and start using the PERWIRA Super App are eligible to participate in the Lucky Draw scheduled for September 2026. Further details will be available inside the application.
Users who activate and start using the PERWIRA Super App are eligible to participate in the Lucky Draw scheduled for September 2026. Further details will be available inside the application.
Agent reminders
- Keep the call assistance-focused, not sales-focused.
- Never ask for OTP or password.
- Log outcome, tag, and next action after every call.
- If user prefers email, use the activation email template.