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Grace Heny - Blog

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New Horizon of Contact Center Career Path

New Horizon of Contact Center Career Path

( session with Mr Ardian  - Work From Home Online Event on Outsourcing Topic)


On Monday 11th May 2020 shart 13.00 PM Jakarta Time, there is the third wave of ContactCenterWorld Conference Online Series with sub topic on Outsourcing.

On the 4th slot of Agenda, schedule interview Raj with Ardian from IconPlus organization. The IconPlus is a new growing outsourcing BPO for Contact Center and Digital Transformation in Indonesia.

The interview start with the introduction of IconPlus profile of Ardian Chalid himself. Ardian is the Commercial Director and responsible for the BPO Outsourcing Contact Center and also supporting client as the Digital Transformation and support with Big Data Analysis.

IconPLus is owned by Electricity Company which is state owned but as IconPlus itself work and run more like a private company. Lately in Year 2020, IconPlus received the License of BPO Outsourcing and may offer IT Partner services to help the Business Transformation. The competitive value of IconPlus is the insight of the Indonesian market. 


IconPlus previously coming from a exclusive partner of electricity company that managing and running the IT Process for the electricity company.  It has manage and serve more than 50 million electricity user nationwide Indonesia, handling 30,000 payment transaction per day, managing 1,200 Agent contact center distribute in 9 Sites using load balancing scheme, equip with complete digital channel, complete license and internet infrastructure, providing voice and non voice channel solution equip with big data analysis to support our client needs. IconPlus can support client with proper behavior analysis, trend and other specific analysis for Indonesian Population market.  As part of preparing the Digital Economy that support with Sharing Economy concept and collaboration, IconPlus had deploy 5,500 village node spread in Indonesia 17,000 islands.  This will become the key infrastructure to ensure Indonesia ready in entering the Digital Economy especially push by the covid outbreak.

Beside infrastructure, the IconPlus also in managing hundreds Agents in a fast pace contact center ambiance and sometime very harsh  client environment. That is why Ardian pointing out the business process inside IconPlus act more like private company rather than government institution. 


When asked about operational adjustment during the outbreak, Ardian fluently describe few key initiatives within the Contact Center Operational.  They conduct several adjustment including shift arrangement, shift working hour, reduce the number of agents per shift to come to the office and set few team member to set up cluster of Work From Home.  IconPlus also provide the facility like desktop, internet connection and a Non Voice Platform.  As Jakarta area being tighten in social distancing practice, they utilizing the Load Balancing Scheme within the 5 sites.

They implement common standard seating arrangement of 1-0-1 scheme (fill in seat – empty seat and fill in seat again seating arrangement) also deploying new Standard Operating Procedure, especially in term of working environment of our contact center.  Those are:

  1. Reinforce few habits and policy: securing personal belonging like headset, glass and utensils.  Regular Handwashing habit
  2. Provide online / platform for Morning Briefing and Online Coaching and replacing the face to face discussion.  Announce every information of new items in Knowledge Based through monitor, dashboard and/or WhatsApp Group Channel
  3. Disinfectants spray, Hand Sanitizers at every entry point, we provide proper Masks, support supplement like Vitamin C, checking personal health using filling the form to trace everybody day by day, checking personal temperature for every person entering our building, cleansing procedure for every common utilities such as elevator buttons, main door handles, toiler door, handles and other common used of possible virus spread area. Also regular cleaning every hour by our Cleaner Team. 
  4. Agent bringing their own cloth and exchange in the office, advice on not to use Mass Public Transportation – avoiding density during the travel and providing pick-up facilities for Agents for Jakarta outskirt area

IconPlus also have their own medical team and own clinic within our office building, so they are ready to support every personnel in the contact center and office tenant. All are equip with adequate health support facilities.


On question about language and the average cost per agent, Ardian describe the English and Bahasa Indonesia language that they serve plus average cost per yearly basis around USD 6,000 per head.

Further discussion, Mr Ardian describe to Raj few reasons why people usually outsource their Contact Center.  

First is Shifting Capex to Opex cost. Reason of huge investment need to provide omni channel.  While on the same time also acquiring new expertise in term of system and platform provide say  omni channel solution with internet and cloud support. Other reason is Economic of scale specially in this digital era, the collaboration and sharing economy is a way to survive with flexibility on scaling up or something also to size down. Last driver is provide a back up plan – as we all know Indonesia is within the Ring of Fire where earthquake, tsunami, disaster sometime took place.

According to Ardian, there are key success factor to be able to work out in an outsourcing concept:

Understand that the engagement is a collaborative and share responsibility when entering an outsourcing concept, so everybody will need to build a good communication, good team work and shared KPI’s.

As far as we can both sides try the best to break down the process and KPI in advance during the agreement discussion – involvement of various stakeholder from the client organization is key also.

In depth discussion about option of charging outsource, Ardian describe three scheme, those are per seat or per agent, this one is very common used. Second is by transaction but not so popular anymore also cant be apply to the non voice channel.  Last is Per Revenue Sharing scheme.  When Raj request to explain further, it is very interesting that Ardian stated they have a win win opportunity business with the agent contact center and work also as enrichment ladder or improvement from Agent Contact Center. If the Agent feel stuck in their current position, they have an option to become partner in building their own home business or as team leader in providing human resource capacity utilizing the 5,500 internet node nationwide. By utilizing these infrastructure, IconPlus feel very confidence they can provide wide opportunity to run the country economy and strengthen the contact center industry.  By describing this, Ardian put a different perspective of how IconPlus will become change maker in term of career path of Agent Contact Center.  It will be very interesting to reveal what is the opportunity provided. 

With that answer the interview between Mr Ardian and Raj have come to an end.  


GH - Written in Jakarta  15th May 2020


Publish Date: May 20, 2020 4:16 AM

FAST LEADERSHIP Role in Ramping Up the 112 Call Center Covid Hotline

LEADERSHIP Role in Ramping Up the 112 Call Center Covid Hotline


In mid April 2020, there is a message blast from ContactCenterWorld to Indonesian Contact Center Professional. The message description is below:


The message grab more than couple hundreds registration and invite a big crowd to listen to the Online Conference Series. 

The interview took place on 21st April 2020 using CCW platform around 13.00 PM Jakarta Time lasted 45 minutes.

Mr Raj directly meeting Mr Mor Bastiaan through digital platform in a very interactive discussion about the Call Center 112 Manado Siaga as the Covid Hotline for Manado Citizen.


First of all Raj introduce Mr Mor on the Manado City, the city where Mr Mor as the Vice Mayor responsible to serve almost half a Million of Manado citizen. 

In mid of April 2020, a month after the infected covid reported cases in Indonesia, Manado managing 18 infected cases and still able to manage the situation.  So following the Government Regulation of Isolation and Work From Home instruction to all citizen.  By having this 112 Call Center as the Covid Holtine, Manado citizen can ease that they are having someone backing them up for any information, response and help needed.  Mr Erwin Kontu as the Day to Day Key Person ramping up the idea of shifting the Call Center from usual emergency with added value of managing covid 19 in a very fast manner support by the higher management.


The interview went very well and Mr Mor Bastiaan answer the question in a tactical and direct manner.  Raj on the other hand highlighted few key items during the interview. Here is few insight extracted from the interview session.

During the covid 19 pandemic, the 112 Emergency Call Center announce by the Manado Government as the Covid 19 Hotline. Variety of calls serve here from queries, asking information, what to when handling possible infected patient, how to handle grocery bag or food from market, where to get help for the testing purpose beside the usual support given by Call Taker (the terminology for the Officer of 112 Call Center that pick up the call and serving the caller). 

The usual interaction coming from getting ambulance, firefighter, police report, electricity outage, burglary, how to help an incident victim, complaint on administering credential or Public Service support. 



The Call Center operational hour is 7 by 24 hours and being back up by few various agency serving  the Call Taker escalation process including Dinas kesehatan (Heath Agency), Firefighter Officer (Petugas Pemadam Kebakaran), and few contractual based officer.   During the outbreak of virus, the Call Center 112 also deploy few Key Procedure covering check temperature before entering site, full mask to cover mouth and nose, change cloth, one meter distancing for seating arrangement, proper food supplies for lunch and dinner. Online briefing, knowledge sharing through WA. The Work From Home for Call Taker 112 themselves are on progress to be deploy and will be based on the progress. 


Mr Mor share the work flow of how Call Center 112 escalate and collaborate with the chain of process in managing public or citizen report of complaint.  They have 3 layers of structure in 112 Emergency Call Center support by an Application called ESA 112. This Application being presented during the Top Ranking Performance ContactCenterWorld for category Best Emergency Response. The First layer of handling are the Call Taker that answering the calls, sort out the concern, collect the necessary information and write down the interaction.  The second layer is the Dispatcher, this support function for specific condition like health or special unit, in few cases manado 112 got help from Private Sector Hospital also in providing information or .

Third is the Field Responder that work in the field and come to pick up the patient or victim of accident.  During the Covid 19 Hotline, we equip our Call Taker with Proper Health Corona Virus outbreak guidance and direct support from various Health Unit and hospitals cross function to provide support to the public needs concerning the covid infection.

There is key component on how this 112 Emergency Call Center able to support and work in a fast manner. Fast Response Management support and Decision Making so Execution can take what action within minute. The Key is Leadership factor, this is very crucial especially with the current dynamic happen in the field where incident happen and also the digital life changing behavior. 

What are the key to Fast Response during this Outbreak Season? Mr Mor Bastiaan share his thought during this crucial moment on how to achieve a Fast Response Management chain command and take necessary Decision Making. He said he use to conduct daily monitoring and he, himself monitor the progress and all escalation process through the WhasApp Group (WAG) Forum and ensure all unit and three Layer of 112 escalation process completed the information up to Field Responder close the incident report. By doing this daily monitoring should be strong, leader values of fast response and take necessary decision are take place. Especially during this outbreak season, Manado City Government hoping to control the situation, manage the number spreading and infected cases in hoping to reach the Flatten The Curve target.

Raj closing the interview by specially thanking the whole Manado City Government especially those involved directly with the Emergency Call Center Manado Siaga 112.  Mr Mor Bastiaan also send Best Regards to all audience with Keeping Good Habit and taking care of our own health message in response.   112 Call Center Manado City serve as Covid Hotline to support Manado Citizen.  


 GH – written in Jakarta 22th April 2020 

Publish Date: May 14, 2020 10:31 AM

The NEW NORMAL of Work From Home in real life.

The NEW NORMAL of Work From Home in real life.


In regards to the pandemic condition and WFH key topic, me and my team is not something new to this issue.


I myself and few of my team member have been in a ‘hybrid model’ of ‘Work at the Office’ (WFO) and ‘Work from Home’ (WFH) for almost 10 years. So when the Corona Virus outbreak took place and 'Work From Home' concept introduced in 14th March 2020 this year, we did few adjustment but it’s not something new at all. 

This article wrap up what to prepare and what to expect in the Work From Home environment and I believe will become the New Normal way of Working Habit in the future also.

       (Picture: Traditional Indonesian Batik Mask Design)

I wrote this to summarize key items tips as part of shifting the WFO to WFH platform, with the hope reader can get some tips and insight what to expect:

1.   Everybody will need to change that they responsible for their own activities, time plan and deliverable. NO work mean NO job being deliver, there will be NO Pay. I know this part is not preferable and people don’t like it so much, especially the segment that work with rigid 40 hours FTE concept will hate this very much :).  My point is basically a change of benefit model need to be introduce and deploy following result or deliverable orientation.

2.   Alignment of communication between colleague and peers. There is a need to set up a simple agreed communication process, including: try to use the same terminology, definition, wording and what stage the discussion will take place. Our team personally set up few stages of discussion: Brain Storming stage, Discussion stage and Decision Making stage. Also define a rule of the game that Leader should have the final call to override decision. We learn this along the 10 years’ experience, than we agreed on the stage definition and learn from our own misunderstanding and mistake. Also we appointed few Team Leader who have the right to override certain decision making and all team member agreed on that consensus. A good and clear decision making should be communicate and expected to be improve over the time, this is based on team member organizational dynamic and behavior.

3.   Use variation of platform to communicate: mix of video conference, writing / chatting and voice platform. One key important point that everybody should be aware of that written communication by default doesn’t transmit the tone or body language or body gesture. To help this situation, we can use ‘a question mark’ emphasizing that it is a question statement, put a smile icon to tone down certain strong message, type ‘FYI = For Your Information’ in-front of the statement to explain that this is dissemination information. If it’s an instruction statement say it clearly, example “I need you to do this, with bla bla bla …….” by doing this we hope that it will be clear to the received during the discussion take place. 

4.   Discipline is key. Set up a routine discussion schedule, create written agenda prior to the video conference meeting. Ask everybody to prepare the material, collect the information and be ready during the video conference meeting. This will need to be done to have an effective meeting that save a lot of time and energy.


5.   Because our team member previously a hybrid model, work in the office, work from home and also have a high mobility activities between clients, we have a centralized personnel in monitoring all our activities and mobility. So everybody know who need to go which place/client, on what purpose and who to meet. Of course this especially useful to minimize resources like business fleet car - if you own one, second is very useful for coordination purpose.

6.  Develop a good habit of writing communication in a digital platform, write any event or meeting or certain occasion to create an effective work and writing habit. I personally reinforce that our team in Indonesia learn to write good English language for communication purpose. Once I agreed with a friend of mine saying “Bahasa Tutur dengan Bahasa Tulis itu berbeda, sehingga latihan menulis yang efektif sangat diperlukan”; meaning Talking is different in Wiriting, so skill to write effectively need to be develop. 

7.  When you work at home, do separate yourself. If you have a close room, closed the door and be focus. Set your own time consistently say every working day Monday to Friday start at 8 AM, change your business attire like proper dress and build a working ambiance in front of your notebook. By doing this our mindset is set to work, be focus on what to do and more productive.


8.   Work is work and you need to be focus. You cannot mix during your working hour with other activities like cooking, picking up laundry in your house or cuddling your toddler.

9.   Our team member based on experience set a monitoring procedure to help everybody be focus and set their focus on the target result. We have routine weekly Project Meeting start at 8.00 AM and the key person will request an update progress from everybody twice a week.

What personal qualities for Effective Work From Home?

I crafted these aspect based on my own perspective and experience: Self Driver, Self Monitoring, Time Management, Focus person, segregation of Family and Working habit & facilities at home, writing habit and Life Long Learning. This Work From Home habit will disrupt your personal life up to certain level, it’s quite common.  After certain period you and your family will get used to it. 


Before I dismiss my team to fully Work From Home on 14th March 2020 following the Isolation instruction, I told them that this is a huge opportunity to do things differently. There is massive opportunity to turn this changing behavior to a new way of doing things and explore new opportunity also. 


A story on 'Work From Home' phenomenon - written in Jakarta 8th May 2020 

All pictures are private collection

Publish Date: May 13, 2020 9:11 PM


Dear Fellow Contact Center Professional all around the World,

Happy EID MUBARAK 1440 H

Wishing all of you a very happy Eid to all who celebrating!

May this special day brings Peace, Happiness and Prosperity to everyone.



Grace Heny 


Publish Date: June 4, 2019 10:30 AM

The DATA behind ‘Chatbot GUN’

The DATA behind ‘Chatbot GUN’

Success Story of Chatbot Service in Contact Center


One morning I was very happy to visit a friend who was running his startup e-logistic company and recognized as one of TOP 10 Potential Startups in Indonesia. This TOP 10 list is predicted to be the  Next Unicorns. It was a rare opportunity to be able to learn from e-logistic expert.  Visiting into his warehouse in Sunter area (North Jakarta, Indonesia) reminded me that technology and system were not designed only for front liners but also for backend and processing function of organizations. My friend now is proven to be a startup founder who has been successfully develop his business in storage, warehousing and logistic delivery industry relatively within a short time period.

Our discussion heated when we talked about an article with a title “When customers served by a Robot” published in “Business Indonesia” newspaper dated 20th March 2018. The content of the article is describing few major banks in Indonesia have signed a contract with a startup company for setting up chatbot (chatting robot) deployment. My friend under assumption that this solution will replace the role of human in Call Center.   

Is that correct? Let’s review it in more depth. What exactly is a chatbot and how it works? We shall start with the definition of a chatbot to have the same level of understanding.


Based on Wikipedia, “A chatbot (also known as a talkbot, chatterbot, Bot, IM bot, interactive agent, or Artificial Conversational Entity) is a computer program which conducts a conversation via auditory or textual methods. Such programs are often designed to convincingly simulate how a human would behave as a conversational partner, thereby passing the Turing test. Chatbots are typically used in dialog systems for various practical purposes including customer service or information acquisition. Some chatterbots use sophisticated natural language processing systems, but many simpler systems scan for keywords within the input, then pull a reply with the most matching keywords, or the most similar wording pattern, from a database.  The term "ChatterBot" was originally coined by Michael Mauldin (creator of the first Verbot, Julia) in 1994 to describe these conversational programs. Today, most chatbots are either accessed via virtual assistants such as Google Assistant and Amazon Alexa, via messaging apps such as Facebook Messenger or WeChat, or via individual organizations' apps and websites. Chatbots can be classified into usage categories such as conversational commerce (e-commerce via chat), analytics, communication, customer support, design, developer tools, education, entertainment, finance, food, games, health, HR, marketing, news, personal, productivity, shopping, social, sports, travel and utilities.“

Looking from the above definition, the main principal of Chatbot is interactive (keyword then reply). One of Indonesia’s biggest private banks launched their first chatbot through LINE channel with a big banner stated, “PROMOTION INFO”. They define what kind of services handled by their chatbot. Unfortunately, not all conversations can be handled through this innovation. A very comprehensive Question and Answer (known as Q&A) must be prepared far ahead of chatbot’s launching date to the public. Thus, scope of service coverages must be determine first.

Have you tried to interact with a chatbot?

If we asked, “what are the promotion for Credit Card A?”, its surely give us a relevant answer.

If we changed our question to Australian slang say “oi, any mates rates for new CC applicant?”, the word “mates rates” is an Australian’s slang word for discount and credit card word has been abbreviated as CC. What do you think the answer will be?

There are 3 possibilities answers.

FIRST, chatbot is confused and their standard answer is “Sorry, Chatbot is still learning.” Surely, one of chatbot’s functions is to keep learning. 

SECOND, “Sorry change of topic, have you recently watch any movies?” This is one of distraction techniques, probably imitating politic strategy.

THIRD, chatbot is giving a relevant answer. How can this happen? The only way that chatbot can understand the context of question is from a comprehensive database. If a chatbot doesn’t have enough database to be its reference such as words, contexts and comprehensive human conversation language, surely chatbot is unable to answer that question. Meanwhile, human language is very broad for example English word we have British English, American English, Australian English and so on, slang words and youth language. In Indonesia we known 'Alay words', 'Millenials language that are huge using emoticons". All of that must be reference in chatbot’s database. My analogy is like a kid on how they learnt on using language when growing up. If we as parents always using positive language, then our kids will follow on using positive language.  On the other hand, if we are using harsh language frequently surely our kids will copy us.

You might think that the chatbot is not too smart after all. This is debatable are, but for sure this programming system is very smart but need to be fed appropriately. We should feed them with comprehensive database and need proper administrator’s direction. So, it’s not odd if an organization who will launch a chatbot as one of their service’s pioneers to interact with their customers will firstly define their service’s coverages. In this context is “Learning is a Process, not a Destination”. For a chatbot by having more interactions will accelerate their learning curve.

Then, when will a chatbot can be totally perfect in a context of learning human as a whole? I’m also not sure, probably the answer is ’when a robot can totally be replacing a human being’. I believe “the sky has no limit” based on the creativity and learning aspect therefore learning shall continue.


GH – 27th March 2018

Publish Date: April 18, 2018 7:29 PM

Digital Seminar and Coaching Clinic

On March 27th, 2015, we held a big collaboration between 168Solution, AtmaJaya Hospitality, DigID Talent and MStarz group in the form of Digital Seminar.

The event objective is to build 'Digital Awareness' program for Indonesian Young Generation. To help equip them with the right digital knowledge and eventually skill to innovate. We believe that by having the right digital overview, framework, understanding on the digital ecosystem, thus will help our Indonesian young generation to be on the foremost talent in marketplace.

The audience registration was overwhelmed, we recorded 150% capacity, so we closed the registration before hand. But we manage to sort out and spread the crowd to 3 coaching clinic group. The small group covering few session such as Personal Branding delivery by DigIDTalent, 2nd class about Social Media for Customer Care by our team at 168Solution and last topic is YouTube Channel Management by MStarz team.

We are lucky to be support by prestigious presenter such as Mr Garth from Mirum Agency management (previously XM Gravity), Indosat Mrs Hence (Ooredoo Group) and Mr Ade from NetTV. 

We also being support by AOS and BIZNET in the event delivery.  Thanks to all the participants and sponsor.


Publish Date: March 29, 2015 7:23 PM

ContactCenterWorld dengan Penghargaan Mandiri di Kompas Adv

Penghargaan prestisius oleh Mandiri di tahun 2014 pada halaman Kompas.  Terima kasih kepada rekan-rekan Mandiri, terutama dari panitia Mr Raj dan tim CCW.

Ada yang mau menandingi prestasi teman-teman Mandiri ini di ajang Hayo buruan hubungi kami secepatnya ya ....

Publish Date: February 20, 2015 2:42 AM


ContactCenterWorld dengan BCA

ContactCenterWorld disejajarkan dengan Forbes, Euromoney dan Asian Banker. Terima kasih atas kerjasama rekan-rekan Halo BCA yang dipimpin oleh 'Celebrity Leader' Ibu  Wani Sabu. Tentunya ContactCenterWorld menanti kegiatan berikutnya ya.

Dari Raj dan tim.

Publish Date: February 20, 2015 1:05 AM


Met Imlek

Kepada Rekan2 Professional Contact Center di Indonesia.

Untuk yang merayakan Imlek, selamat ya semoga sukses semua di tahun ini.

Buat yang masih on progress menunggu hasil Finalist, sabar ya .... tunggu 2 hari lagi :)

Publish Date: February 19, 2015 10:03 AM


ContactCenterWorld APAC Spore

Congrats to all presenters,

Please click our video at YouTube 'CCW APAC Gala Dinner'

Enjoy ...

Publish Date: June 20, 2014 9:08 PM

Contact Center Academy 101 Program

Contact Center Academy 101 at AtmaJaya University


On May 31st 2014, we held the 6th session of the learning program for university student at AtmaJaya Jakarta, Indonesia. We called the class as Contact Center Academy 101 - this to represent the beginner's level. Last week the program was verify along with AtmaJaya accreditation process.  We slot two session to conduct role play with all the students at laboratorium of computer class using real softphone, headset and contact management application. As we put the theme of ‘Fun, Interactice and Applicative’ attach to this program, that is why we think it is very important to conduct role play with appropriate environment of call center.  The program initiated by 168Solution and supported by Contact Center Indonesia also AtmaJaya University – Hospitality.

These are the pictures, we do hope this initial class is the platform of a better, formal and collaborative call center program to bridge the productive ages to the right skill in entering the industry that we all love – call center.



Publish Date: June 1, 2014 11:29 AM

Layanan OJK 500655 launch



Launching of Financial Services Authority Call Center 500655


The Financial Services Authority (OJK) has launched the ‘Layanan OJK 500655', a call center for Indonesian community to find information, provide report and filed complaints towards financial sector in Indonesia. The Call Center was launched yesterday February 6th 2014 at Bank Indonesia building. The tagline is traceable and trackable as part of an effort to improve transparency and accountability in the banking and finance sector.   


Publish Date: February 7, 2014 8:26 AM


Unfriendly Weather for Call Center


Unfriendly Weather for Call Center


Having rainy days for almost a week, Jakarta facing major issues with accessibility to the call center location in certain areas. Even not all areas impacted by the flood but the interdependencies and linkage  between streets in Jakarta road create ‘transportation confused’ to come to the call center site. Not mentioning the uncertainty of route that call center staff may have to face during the mobility.  Looking at the density, the hike of Staff Contact Center minimum wage and all operational items challenge, I personally believe it’s the right time for organizations to explore deep on having 2nd contact center site remotely outside Jabodetabek area. We have a lot of good talent and ‘services’ people surround Jabodetabek and that they are able to be develop to certain extent. The need to build a good ecosystem for Staff Contact Center in supporting their expertise and skill, for sure the flourish of call center will help to develop a good ecosystem also.

For Jakartans themselves few ideas maybe explore to be introduce such as :

  • Work Force Management in CC have to turn on the SMS networking system to inform all the Staff CC on whose to be in charge. Also whose replacing whom in regards to the flood area location.
  • When I was a call center manager, our call center have a flexibility to rent few apartments from the next door apartment. So the Staff Contact Center may take rest after their login time and it was offer with overtime to those who want to extend the working schedule. We called it Skeleton Team initiative.
  • Having a standby ‘small boat’ to access the office location on 2nd floor for those who want to go out or in the building are. Usually the routine ‘flood’ call center standby their operational with these items (more than one in fact)
  • Special food and sleeping bag for those who cannot go home in the certain ‘trap’ schedule.
  • Build a communication with the proper regulator on maintaining the right alert and early warning system so the staff contact center can assure their family and friends in safe area.

I believe this situation will be recover soon because all related parties  really work hard to help the situation. Hope it will recover soon...


Publish Date: January 13, 2014 3:40 AM


Call Center for Hospitals

Call Center Handbook in MediaKom mag Oct 2013 edition


The MediaKom is a special magazine publish by the Public Communication of Ministry of Health of Indonesia. This magazine usually distribute for the health communities in Indonesia and hospitals nationwide. The October 2013 edition covered the Call Center Handbook and also featuring the Halo Kemkes 500567 Call Center.

Thanks to MediaKom




Publish Date: January 13, 2014 2:45 AM


Government Call Center - release in November 2013

Government Call Center book released in November 2013

The book initially written following the market needs and request from few contact center professionals in Indonesia. It was started on year 2012 and than completed by all relevant study cases, or experience and some market research conducted.  The Indonesian regulation alone really are on the hype of supporting the Information Transparency by what we call 'KIP', it was an abbreviation of 'Keterbukaan Informasi Publik' as part of good corporate governance theme. The book will be available in major book store starting on January 2014.    



The Government Call Center Book was written in the spirit to support the government in providing a better public services to the community.   First three sections of the book are talking about the objectives of Information Transparency regulations related to providing information to the public. It was regulated under UU KIP.  The author want to emphasize the need or serving the society in term of providing the right information to society. And having contact center as the platform is the right way to do it. The benefit visualize such as public services say like EMS = Emergency Medical Service or what we known as 911.

Few Objectives as the target of the book:

  • Opening the perspective and the needs of contact center to serve the society better with the right information
  • Provide simple and easy concept of service through a contact center covering face to face with few dimension of services such as Accessibility (Speed), Quality and Appearance.
  • Provide the real study cases of public service from our real life experience by looking at the society needs. By doing this the author hoping to help pinpoint and provide practical ideas for improving the community lifes.

The way the book was written is being practical, easy to read, fun and based on updated situation. Looking at the objectives, the author try using the illustration and visual for being more attractive.  The cover of the book using the real contact center workforce troops from a benchmark contact center also involving the government staff.


Synopsis of 'Government Call Center' book


The book is divided into few topics and sub topics below:

First is about  Call Center and Public Services

Regulation on Call Center as related to the Public Service is starting from Keterbukaan Informasi Publik regulation (Public Information Transparency).

Follow by the Principles and Regulation in providing the excellence Public Service and how the Public Service is the basic right for all citizen.

Second part is talking about Public Services around us and the benchmarking  

  • For emergency, health and disaster relief segment.  The author explain the role and function of Halo Kemkes 500567 contact center for the society. Previously the Halo Kemkes 500567 was first introduced as PTRC, an abbreviation of 'Pusat Tanggap Response Cepat' (PTRC) as part of the Health Ministry of the Republic of Indonesia initiative. Along the discussion, the author explain few other aspects that related with the Halo Kemkes function in health segement. Those are 911 call center benchmarking; a short review at how 911 call center Montgomery County operate. Another case study of medical sector coming from a non government is CVS Caremark, they provide the study case of business model for medical services that author think is really good. They also provide a Social Corporate Responsibility through the initiative for helping the drivers and toll road passengers called CVS Samaria.
  • Another good cases are the 'Call Center for Woman and Kids Helpline'. The New Delhi government opening up a call center specially to help Women call Women Helpline 181 in New Delhi. This is becoming the pioneer for the women service helpline. The other example is the Prevent Child Abuse (PCA) Helpline that was initiated and than vacum for a certain period and was able rebuild by the support of society, education institution and also government from that area. So to be able to deliver a good public service, a collaboration is the key.
  • Administration of the Jakarta Population was being elaborate with the article of Great Service provide by Jakarta Provincial Government. This is specially pointing the non emergency helpline and how Jakarta should have one to support the society. The author provide the platform of excellence service on face to face and also what are the capability of current provincial function services that relate to the non emergency line with benchmark to the 311 call center in New York.
  • For energy and power, author are comparing and focusing on revamping the human resources aspect to help restructuring the people aspect and deliver the excellence service. Author highlighted the Engaged People' British Gas’ as the study case.
  • Following the benchmark visit during the author to the Australian Taxation Office or ATO Call Center that definitely decribing the role and function of contact center in supporting the Australian citizen as good tax payer
  • For Transportation segment, author explaining her real experience on extending her STNK through the face to face interaction. The study case elaborate the real experience of 100% customer satisfaction survey score that will not serve the purpose of continuous improvement initiative.
  • Also follow by the Rail Europe example of multi channel, Flat and Residential Contact Center as the voice of government, how a contact center supporting the livestock and farming. Closing by  the manpower call center study case that support the disability. The author try to highlighted the key point and important knowledges using the book as the media. If the reader need to elaborate things in more detail, author really advising the contact center professional to open up their netwoking horizon by attending the Top Ranking Performance - conferences series.

The last section is the Call Center Best Practice.

Covering the Emergency Interaction Framework for emergency situation in call center. This decription starting with real experience of calling a '119 call center of Kartu Jakarta Sehat' or SPGDT.  What items to be prepare in setting up a contact center, such as managing limited resources and other component to be utilized. The contact center technology is actually quite complex that reader need to understand the platform, and how the procurement process of contact center in government sector using pengadaan barang dan jasa or 'PBJ'. The most updated is practical tips on choosing a good work force management application.

Few study cases with fun, entertain and easy to read but still provide a benefit for the reader are cover in this section.

These including:

- how to promote your call center

- study case of deactivation of SMS premium in telecommunication industry in Indonesia

- black campaign of ‘Satanic card’, collaboration with marketing

- the last are the concept of Accessibility, Quality and Efficiency or sum up as AKE.

The last pages of the book also inserting the agenda of the Las Vegas event of on 11th up to 15th November 2013. Hope to inspired better public services in delivering better community for the people life.

Publish Date: November 9, 2013 9:35 PM


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