Indonesia
Ranked #1 in the World 2017
Ranked #1 in the Region 2017
PT Angkasa Pura II (Persero), is one of the State-Owned Enterprises engaged in airport service and airport-related services in the West part of Indonesia. The establishment of Angkasa Pura II aims to carry out the management and operation of airport services and airport-related services by optimizing the empowerment of its own resources and the implementation of good corporate governance practices. Angkasa Pura II has managed 14 airports. As a State-Owned Enterprise, Angkasa Pura II always performs its obligation to pay dividends to the state as shareholder. Angkasa Pura II also always committed to provide service and consumer protection to airport service users, implement good corporate governance practices, improve employee and family welfare and increase social awareness to the general public and the environment around the airport through Corporate Social Responsibility program.
We will be sharing our best practices which include
Our Contact Center has evolved from traditional Call Center as complaint logging department, now already have a strategic role within the Angkasa Pura II corporation. In the end of Year 2017, in supporting Angkasa Pura II company Giant Goals the Year 2020, the management established new organizational structure that managing the Contact Center 138. One of the biggest change was the transformation of Airport Contact Center from a sub-division into a division which handled call center voice, non voice interaction, social media, and aiming to customer’s engagement. Airport Contact Center should become an operational vehicle for all units in our company, authorize to follow up all complain in a reasonable response time.