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Grace Heny - Blog Page 2

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'Jakarta Public Services' article on itech Mags

Cover Story itech Magazine

Article 'Kerennya Layanan Publik Pemprov DKI' as the cover story of itech magazine 5th November 2013 edition


Great Service by Jakarta Provincial Government

The phenomenon of Jokowi and Ahok euphoria for becoming the Jakarta Governor and Vice Governor continue post the appointment ceremony. Several ongoing initiatives and media frenzy carrying this couple seems never stopped. One of the new program is what we called 'blusukan' mean survey to the grass root of community without formality. Mr Jokowi as the Governer requested the service on kelurahan (municipality area) followin the bank services. Actually the concept of services customers using banking is not something new but it was unusual as it was introduce in the bureacracy institution. I do hope this is the beginning of the public services reformation for Jakarta citizens or so called ‘Jakarta Baru’ initiative.

The face to face services to administered Jakarta citizens

Long before Mr. Jokowi request this so called ‘banking services’ style of customer service, I recalled being in a hot discussion with a lady from Directorate General Taxes. It was back in Year 2011 and bottom line was her objection that Taxes service cannot and shouldnt follow the banking style service. My opinion is on the other side that Taxes service should have surpass the banking style service industry as when Taxes collect the fund it’s a regulation and people lost the ownership of the money while banking, the customer still own the money. Thats my point of view. With that in mind “Was not the tax payer should received more services compare to the private bank sector services?"

While with the face-to-face channel services, various dimension is the foundation of excellent services for face-to-face media. I am using the framework that comoonly use in Contact Center that specialized in face to face channel, they are : Accessibility (Speed), Appearance (look and feel), Quality, Efficiency, Cost and Strategic dimension.

Few face-to-face dimensions considering access, quality, efficient have pour out and discuss in my first book called ‘Call Center Call Center Handbook’ and later follow by the ‘Government Call Center’. For the purposes of better perspective, I like to discuss the various dimensions and its re- added dimension that is appearance. This dimension is specific related to face-to- face at the call center services via voice .

Accessibility category is the first thing that the visitors experience whenever they approach the office, such as signage for the location, parking space for vehicles, operating hours signage, entrance or exit door and waiting room for visitors. These all items are consider to express the easiness of visitor to find the entry or accessing the service provide.

The next dimension is the appearance of the outlet or branches or office starting with the naming or logo of the branch office. The easiness is the key on finding the office location. Beside the naming or signage of the office than it should be the calrity of instructions and appropriate display to be viewed by visitors. Visitors should be informed clearly where to queue or take a form or brochure for them to access specific services related to the reasons why they campe on the first place. By doing this will help the interaction deliver faster, smoother and on target time.

The next aspect is the key aspect of the reasons visitors come to the meeting with officers and get information or a solution is sought. Visitors certainly willing to interact with officers running as well as possible and as quickly as possible. Based on my the quality dimension usually forgot the the interaction with the officers aspect and this is actually the main reason why people come to the office or outlet. Especially in government sector of services, this aspect doesnt cover on the standard interaction. The service competition focus on appearance and infrastructure and just forget on the main aspects reasons why visitors come and interact with the staff. Indeed I found its challenging in monitoring and even assessing the interaction but its need to be done. This challenge can be bridged by doing mystery shopping using an independent agency with the unknown shopper who act as a visitor. Important for the shopper who is unknown by officers and typically use small video cam to document the interaction. If you implement mystery shopping than the Strategy Aspect define  in this category. While an examples of metrics under Efficiency dimension is the ‘number of face-to-face interactions’ handled during an hour. This ‘number per hour’ metrics will be increas along the  improvements are made. Cost is the most difficult aspect to measure in the public service sector. I wont address it on this occasion. But service outlets such as Apple Store monitor their cost per square meter as an indicator of the cost dimension.

Back to the Government Distric Service or so called Kelurahan or Kecamatan office, following the new Governance objectives where community (red: visitors) need to be serve during their interaction with the officers, these dimension can be use. It is advisable to implement them in stages, starting with Accessibility and Quality dimension first. Followed by Efficiency and strategic later on. What Mr. Jokowi done with his ‘blusukan’ actually is another form of mystery shopping.




Publish Date: November 5, 2013 4:04 PM


Gathering and having fun event


'Play Hard and Work Hard' Gathering


I went to a gathering invitation held by a BPO last weekend. Few of their clients are Icon+ for PLN, Astra World, Smartfren, Indosat and others. The event was simple and participated by couple of hundreds Staff Call Center or I would prefer calling them 'Call Center Professionals'.  We have a short chit chat, as usual dangdutan, singing and Saung Mang Udjo angklung performance.  This is the well know angklung performance in West Java.

So in this opportunity I share with them few inspirational stories, jokes and informally wish to encourage them to achieve high performance.  I told the crowd about the Year 2014 ContactCenterWorld competition and event also. I do hope they will participate also to broaden their horizon and networking with other contact center professionals.



Publish Date: October 23, 2013 12:26 PM


Creativity in all aspect of entrepreneurship

@IdeaFest2013 conference where we boost the creativity

On September 18th 2013, Im attending a very good conference called IdeaFest 2013, it was really good conference to add our digital and media knowledge.  The first session is about media and the speaker is the CEO of Net TV and the Indonesian Country Head Google Indonesia.  Both speakers  statement revealing a new horizon how TV and internet media communicating and interact with people and through the people.

The sesssions following the first one was really impressive. I like the Nebengers initiative for Jakarta traffic jam solution. One thing about it that I remember that few of the entrepreneurs there actually have their market share worldwide and breaking through the Indonesian geography limitation.  It is truly awesome how digital platform enable creative mind to do things differently and change the way other’s people behave and communicate.  I think like it or not the contact center will be evolving also by this fact. Another fact is that 'painful problem' of company not listening to employee is becoming an opportunity to improve business performance.  It remind me of the TopPlace2Work from Raj initiative that we convey to the contact center professional.  Other industry have reveal the same challenge.

On the same day the Vice Governor of Jakarta Province Mr Basuki share his thought and inspiring discussion. The new way of creative government in communicate with the public using YouTube and social media is truly helping the transparancy aspect.  This bring the trust and public empowerment in supporting the government initiatives. I throw my idea on how the government should build an integrated communication by merging the ContactCenter with the Internet media. Hope in the near future Mr Basuki will come up with a creative way by using my statement.







Publish Date: October 6, 2013 2:21 PM


Delivering Best Practice Service from Jakarta to Vegas

Delivering Best Practice Service

Along the way from US Embassy in Jakarta to Las Vegas city


This week my team getting the visa from US Embassy in Jakarta. By having that, our plan was going very smooth.  We are meeting all the Finalist presenter for the most powerfull benchmarking event in ContactCenter, which is the ContactCenterWorld conference off course :) .  As usual attending the conference will help to broaden our knowledge, get to tap in in what happen in the contact center market. Getting a good networking channel and growing our networking are also the most important objectives in attending the ContactCenterWorld Top Ranking Performance. You will hear hundreds of good practices here, so we set our ticket, accomodation and our visa. Thanks to US Embassy here for being very practical and kind to us. All procedure pass smoothly and completed within first visit.  Its truly a First Contact Resolution ...

Beside going to CCW conference this year, we will have special agenda of visiting one of the famous e-commerce Contact Center in US. We secure our schedule and arrange the time to visit and benchmark. They surely are very busy and tight schedule. Few of the famous approach in their Contact Center has been applied in Indonesia e-commerce organization also. It is truly showing the service mindset and how successfull their organization instilling their service culture as their competitive value. Deffinitely should learn from them. So very excited to visit them in this opportunity going to US.

- Grace Heny -


Publish Date: October 6, 2013 3:17 AM


Sukses Membangun Call Center Indonesia article

Harian Ekonomi NERACA Newspaper

“Sukses Membangun Call Center Indonesia – Grace Heny”


Thanks to Neraca for covering my activities and profile on weekend 7th September 2013 edition. I was very surprized that the interview turn out to be almost one 'main' page coverage.  I also stated my gratitude to the Indonesian Contact Center professionals, best friends and family who supported me. I'm not forgetting the help from worldwide also those who supported me specially to ContactCenterWorld Team :)   I believe that we can support the Indonesian economic and education through building the Contact Center industry as the platform.

Thanks to all great person that I'd known in this industry.



Publish Date: October 5, 2013 1:58 PM


Government initiative to protect consumer interest

National Consumer Protection Agency

The BPKN (National Consumer Protection Agency) held the first cross industry meeting on September 25th 2013 in jakarta. The objective is to have preliminary brain storm and assessing any possibility and initiatives in protecting consumer interest.  The discussion opened by the Head of Coordinator of BPKN and follow by OJK (Indonesian Financial Representative Authority) representative in describing the OJK regulation set so far. One of the key initiative is to set up a mandatory for all financial organization to have a contact center to serve their customers. I was invited as member with expertise on contact center point of view. The telecommunication case of Pencurian Pulsa is become a bad precedent and learning case study to anticipate things in the future.  So the discussion invited few ministry such as Ministry of Commerce, Indonesian Foundation of Consumer Agency and few government sectors also involved.  Thank you to BPKN.

Below are pictures from the event.






Publish Date: October 5, 2013 1:26 PM


Halo Kemkes 500567 Call Center

Halo Kemkes 500567 Call Center

Study case of a Call center with the spirit on continuous improvement in supporting Indonesian health


Mrs. Dyah as the officer from the Ministry of Health of Republic of Indonesia was one of the key speaker during the conference. The conference named " Optimalisasi Contact Center untuk memberikan Respon Terbaik bagi Masyarakat " was held on Gren Melia Hotel in May 2013.

As part of the education activities and sharing the same spirit in improving service on government sector to the public, Mrs Dyah openly share her fruitful tips and the Halo Kemkes 500567 calll center operational.

On behalf of the event coordinator, I am thanking Mrs Dyah and Ministry of Health for the cooperation show during the event.   Grace hand over the placard of appreciation toe Mrs Dyah and team at Halo Kemkes 500567.

Services of Halo Kemkes 500567 Call Center

Along with the technology driver, the public needs to sourcing information and the increase role of government in promoting the health to community in Indonesia, all the leaders on Ministry of Health set an improvement initiative fo the Halo Kemkes Call Center. This initiative was started with the awareness of the current condition and the need to utilize and increase the role of Halo Kemkes 500567 Call Center since year 2012. Awareness that theres a lot can be done and services provide through the Call Center becoming very strong driver for the team to improve and provide the best service to public. As part of 3 years improvement, Mrs Dyah stated the operational realignment, team capacity building with soft skills and basic principles ToMCC (otherwise known as the abbreviation of the technical operational management Call Center) held every Saturday to show the commitment in execute the plan.
Regarding the rebranding of Halo Kemkes from the previous name PTRC, Mrs Dyah share that this is more easier to remember and pronounce. It is more friendly and communicative. This Call Center is working together with the 119 Call Center or known as SPGDT, the call center initiated by Jakarta Government.

Mrs Dyah also share her vision of expanding of media interaction in having social networking in the near future. But she realize that they need to prepare all things first before introducing new service. Once the service was being introduced to the public than the service would have to be improve along the way.

From almost 500 plus interactions from the period of January up to March 2013, the queries and question variant in few topics. Starting from Pilgrimage Health topics as the most frequent topics. In addition, the Staff Call Center at Halo Kemkes 500567 also attending the data and information queries about health centers and hospitals information, JAMKESNAS, health workers, disease control, pharmacy and medical devices.
To continue in improving the service, Halo Kemkes starting to monitor few international measurement standards call center. The Key Performance Indicators (KPI) as the basic foundation of operational measurement that refers to the Best Practice International Contact Center or in Indonesia known as CCIC (Indonesia Contact Center Certification). Looking at the positive spirit, we all wishing Halo Kemkes  a prospective and successful continuous improvement initiatives toward year 2015.



Publish Date: July 23, 2013 7:46 AM




Euforia pengangkatan Jokowi dan Ahok menjadi DKI 1 dan DKI 2 ternyata tidak hanya pada masa kampanye dan upacara pengangkatan gubernur serta wakil gubernur. Beberapa inisiatif berlanjut dan kehebohan media mengusung pasangan ini seakan tidak pernah berhenti. Salah satu program anyar yang digaungkan adalah hasil 'blusukan' Bapak Jokowi yaitu memberikan pelayanan tatap muka di kelurahan menyerupai pelayanan di bank. Sebenarnya konsep pelayanan bank bukan sesuatu yang baru tetapi karena dicanangkan di lingkungan yang tidak biasa maka hal ini jadi luar biasa. Penulis berharap ini adalah awal dari pembenahan layanan publik bagi warga DKI Jakarta ......

Layanan CALL CENTER satu pintu bagi warga DKI
Jika di New York kebutuhan warga kota New York sangat bervariasi dari kebutuhan akan child care services di kota New York, bagaimana mendapatkan pelatihan first aid bagi petugas kesehatan dan jajaran petugas sosial lainnya, kehilangan dompet yang tertinggal pada taxi, pelayanan publik terkait dengan asuransi jaminan sosial, pertanyaan terkait administrasi kependudukan seperti kartu identitas, informasi shelter bagi para tunawisma, pelaporan penganiayaan binatang peliharaan, kebocoran gas di blok tertentu, pohon yang tumbang, hidran air yang bocor atau terbuka, ingin berhenti merokok dan cara membuang kulkas yang tidak mencemari lingkungan.
Apakah kebutuhan warga DKI Jakarta berbeda dengan New York? Bisa disimak beberapa kebutuhan warga DKI Jakarta berikut ini .....

(nantikan artikel selengkapnya dalam buku 'Government Call Center' karangan Grace Heny)

Berikut ini adalah cuplikan dari penjelasan studi kasus tersebut :

Publish Date: June 26, 2013 11:55 AM


Seminar on Government Call Center

Second Book of Grace Heny: Government Call Center to be finalized

Yesterday May 15th 2013, Telkom Indonesia thru their subsidiaries PT PINS Indonesia together with Intellix held a Seminar specially to share and embrace the Public Information Policy from the government sector and all government institution.

I share some of key items that I observed worldwide and unique  support by ContactCenterWorld to the audience and having an open discussion.

I personally very grateful for the enthusiasm show by all attendance. From 200 invitations being distributed, the attendance was 125% from the plan. Quite awesome right ! We are very happy to see the service mindset is starting to grow and the public sector awareness of importance of service. Actually what I share is what the government stated already, those are 2 key regulations that become the driver of  the need for setting up a call center for public service. The first is the Undang-Undang Republik Indonesia Nomor 14 Tahun 2008 tentang Keterbukaan Informasi Publik (translated to Regulation No#14 Year 2008 about Public Information Transparency) and the second is Undang-Undang Republik Indonesia nomor 25 tahun 2009 tentang Pelayanan Publik (translated to Regulation No# 25 Year 2009 about Public Services).  These two regulations are believe to be the key driver for government sector to set up a proper call center function.

Other key points I highlighted yesterday was the principles taken from both regulations:

- definition of public services in fulfilling the citizen need on services, product and/or administration services that provided by government

- few principles of the public services: professional, participative, non discrimination, transparent, accountable, on time and fast response, easy accessibility

- to summary the citizen need to be informed, to be empowered, always being communicate, knowledge to be accessible, improving the transparency and in the end support the good corporate governance

In conclusion  to fulfill the needs, a call center is truly the answer.

I am writing down all these items and study on a book called 'Government Call Center'. Now is being finalized of writing and formatting.  Below are few picture which one was the handover from the publisher to me to acknowledge the official plan in publishing the book.

I am writing this book with the hope in supporting Indonesia call center industry (Indonesia Contact Center industry to be exact) to take a leap of improvement initiative. And that push first will come from the government side to better serve the Indonesian society in general.  There are various of sector that need to be leverage in improving to provide better service. At the end this service will be translates to a better life environment for Indonesia society. Naming from medical sector that had been mark by the launching of call center 119 in supporting KJS. This is another type of emergency line similar to 911 but in mini version providing ambulance and sourcing hospital availability. At this stage, it's already a big leap and should be good enough. I also share my idea on non emergency line provide by city mayor to support the various services mega metro city living like in Jakarta. This line should help the public with administration service for ID card services, driver license services and safety / security public services.  I truly hope this idea someday becoming a realization to help the Jakarta citizen in being more humanized living in a mega metro city phenomenon.



Publish Date: May 19, 2013 4:13 AM


Call Center Handbook on the shelf

It is really a unique happiness to see my book 'Call Center' display on the bookshelf of other call center professionals.


Publish Date: April 10, 2013 5:04 AM


Cover Story iTech Magz

Cover Story of iTech Magz in March 2013.


The intervew was taken from the offices of 168Solution and we discussed a lot on the process, sizing, market, the prospect of the Indonesia Call Center in the near future.

Publish Date: April 4, 2013 2:59 PM


Call Center Handbook; Writing your thoughts and opening learning opportunity

Simple Celebration: Writing your thoughts, opening others learning opportunity

Today 16 Feb 2013, we all gather in our office, just a simple 'Give Thanks' celebration for the improvement we made so far.  Just a day before, I received a letter from Kompas Gramedia publisher that I recorded 2,311 exemplar of Call Center Handbook. This sales number was from August 31st (first day the book available on the book store) up to December 31st in Year 2012.  Thanks for all the friends suport and specially to Indonesian contact center professionals here - surely happy to see that my book is opening another learning opportunity. I do hope my book also inspired those who work in contact center industry and be proud of your service attitude.  That is the main reason why I wrote it on the first place.

Truly gratefull and this certainly keep me to write another one and few specific topic raised by colleage professional call center. Few friends from Astra requested that I should write on the Forecasting Staffing Scheduling (WFM) topic, People Management topic, Performance Management topic and the most sexy nowadays about BPO outsourcing topic in Indonesia. Specially the do and don'ts.   Let me thought it seriously and let me meditate on that  :)  

Publish Date: February 24, 2013 2:45 AM

Keluhan Tak Tertangani, Layanan SMS Premium Dihentikan

Real Study Case: a proven  important role of Contact Center

Inspired by my own experience dealing with a telco company in Indonesia, I wrote this article. I do hope this will become an eye opener for all user and relevant parties on how important is the role of Contact Center in your organization. Do it right and it will bring you more benefit.  For this case study 'pencurian pulsa' topic, the role of contact center can help as early warning system to detect customers crucial problem.  Thanks for Telematika magazine who publish my article.

This is the complete article in Bahasa Indonesia:

Keluhan Tak Tertangani, Layanan SMS Premium Dihentikan

Pada akhir tahun 2011, pemerintah meminta semua operator telekomunikasi menghentikan sementara layanan premium content provider (CP). Penghentian itu sebagai tindak lanjut dari keluhan pelanggan yang merasa dirugikan oleh layanan itu. Sejumlah pihak bahkan ditetapkan sebagai tersangka, karena diduga menyelewengkan layanan untuk kepentingannya dan merugikan konsumen. Semua pimpinan operator telekomunikasi setuju untuk mematuhi penghentian sementara layanan konten tersebut. Akibat kebijakan itu, industri konten mengalami gunjangan cukup hebat.

Keluhan pelanggan atas layanan konten memang terus menerus terjadi. Data YLKI menunjukkan keluhan terus meningkat dari waktu ke waktu. Saya pun mencatat keluhan konsumen melalui berbagai media massa, dalam beberapa bulan sebelum penghentian, menunjukkan posisi sebagai 3 teratas keluhan pada layanan komunikasi. Demikian pula keluhan melalui call center, juga terlihat tren yang terus meningkat.

Saya sendiri mengalami kasus kehilangan pulsa tepat pada saat menghadiri pertemuan dengan Direktorat Standarisasi dari Kementerian Informasi dan Telematika dalam rangka membahas revisi Peraturan Menteri Standar Kualitas Pelayanan untuk Dunia Telekomunikasi. Setelah ditelepon oleh salah satu operator, saya menerima sms penawaran layanan data.  Di akhir sms diberikan instruksi untuk menekan Y jika setuju dan tekan N jika menolak tawaran tersebut.  Saya membalas sms dengan menekan ‘N’ dan jawaban sms dari operator berbunyi, “Terima kasih atas konfirmasi Anda, layanan data diaktifkan”.

Lho saya bingung sendiri, apakah salah menekan huruf. Saat itu juga saya tunjukkan sms tersebut kepada beberapa rekan di Direktorat Standarisasi dan beberapa orang menjadi saksi bahwa saya tidak salah mengetik huruf N, sebagai tanda menolak layanan tersebut. Dari sini mulailah pengalaman sulitnya mematikan layanan tersebut baik melalui call center ataupun istilah UNREG sendiri. Memang sungguh-sungguh menjengkelkan dan yang terlebih menyesakkan, pulsa konsumen sudah terpotong. Rugi bukan? Meski awalnya hanya sedikit, tapi lama-lama menjadi bukit. Apalagi kalau jumlah pelanggan yang bernasib seperti saya, jumlahnya ribuan. Belum lagi tambahan tekanan emosi seperti sulit menghentikan layanan, menelepon call center, tidak bisa unreg, dan dibuat repot. Benar-benar dibuat emosi! Wajar jika konsumen mengeluh.

Meledaknya kasus pencurian pulsa seharusnya tidak terjadi, seandainya umpan balik dan penghentian layanan oleh konsumen melalui sms unreg dapat dilaksanakan dengan mudah. Atau call center perusahaan tersebut dapat membantu pelanggan, menonaktifkan fitur-fitur tertentu.  Masalahnya semua keluhan ini tidak diselesaikan dengan baik. Akhirnya keluhan tersebut menggunung dan meledak sehingga bergulir dari sekadar bisnis memasuki ranah politis dan kemudian ke pengadilan. 


Peran Call Center

Sebenarnya, antisipasi keluhan bisa dilakukan dengan mudah, karena sudah menjadi pekerjaan sehari-hari call center. Manajemen call center akan melakukan pengawasan, membedah tipe penelepon, lalu menindaklanjutinya ke berbagai divisi terkait. Semuanya terekam dan tercatat, sehingga bisa dikalkulasi dengan mudah. Trennya akan sangat gampang terbaca dari waktu ke waktu. Jika perusahaan mau lebih dalam membaca tren, maka kasus ini tidak akan meledak seperti itu.

Di sinilah peran penting call center bagi sebuah perusahaan. Data penelepon bukan hanya sebagai angka-angka saja, dan bukan sekedar pelayanan biasa. Data-data itu jika diolah dengan baik akan menunjukkan sejumlah fakta yang berkaitan erat dengan sejumlah hal strategis. Ah andaikan perusahaan memberikan perhatian lebih kepada fungsi call center, dan tidak hanya sekadar menjadi "keranjang sampah" tentu perusahaan tersebut akan mendapatkan sejumlah keuntungan dan manfaat melimpah. Banyak call center sukses memainkan perannya dalam inisiatif Customer Relationship Management, saluran distribusi penjualan, mengusung tema edukasi dan branding image pelanggan, menjadi channel saluran paling efisien untuk self service, bahkan yang paling strategispun bisa menjadi market intelligent alias indikator dalam menilai perubahan di pasar. Untuk industri Konten sendiri, peran Call Center adalah menjadi channel utama dalam monitoring adanya hal-hal yang berpotensi merugikan semua pihak. Bisa menjadi semacam early warning indikator bagi regulator, masyarakat dan industri sendiri.  Dari keluhan yang masuk para pelaku industri yang jujur tidak perlu takut untuk tetap berusaha.  Semoga ke depannya Rancangan Peraturan Menteri tentang Penyelenggaraan Konten yang sedang di uji publik dapat mengawal industri konten bertumbuh tentunya lebih pesat tapi tentu dengan sehat pula!

Publish Date: February 5, 2013 3:12 PM

Flood in Jakarta and SAR Call Center

Call Center SAR Jakarta : popular call center in Jakarta this week

Popular tweet this week 'For those who need a call center SAR Jakarta / raft tel: 0215501512/0215501111' to announce the call center that can help those in need during the flood.

We are all very concerned now since Jakarta announced as emergency response stated by the Governor.  Hope all call center professional that still working today will execute a proper Disaster Recovery Plan, secure the skeleton team to the right place and having a proper communication structure. We pray for all the victim and hope sun will rise soon after the rainy days.

Below are the picture of the main icon of Jakarta the area of HI - Sudirman street


Publish Date: January 18, 2013 5:44 AM

Study Case A proven role of Contact Center

Real Study Case: a proven  important role of Contact Center

Inspired by my own experience dealing with a telco company in Indonesia, I wrote this article. I do hope this will become an eye opener for all user and relevant parties on how important is the role of Contact Center in your organization. Do it right and it will bring you more benefit.  For this case study 'pencurian pulsa' topic, the role of contact center can help as early warning system to detect customers crucial problem.  Thanks for Telematika magazine who publish my article.



Publish Date: January 15, 2013 1:21 PM

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