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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
29
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13

Conference Presentation Video

Robby Saputra - AVP of Service & Facility Analysis (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Look and Focus on the background of contact center and company needs
  2. Engaging employee strategy
  3. Delivering delighted process
  4. Enlightening team with inspirational quote
  5. Right strategy from vision to the expected reality.
  6. Believe is a powerful value
  7. Outcomes and results regular report.
  8. Rewarding the best performers
  9. The point must be clear and easy to calculate.
  10. Displayed as top 10 leaderboard.


 

Role of the Center:

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.



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