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Grace Heny - Blog Page 3

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Long list of AstraWorld CCW Awards

Long list of CCW Awards for AstraWorld team


After attending the ContactCenterWorld event for 2 years in a row only, the team under Mrs Novie Marlika direction and the AstraWorld directors made a very fast progress on the achievement.  They made it to the Vegas and with the spirit of learning, benchmarking and also bringing Indonesia name to the international level of playing field, the listed few awards so far. This also proof for their customers that AstraWorld have full commitment in delivering the Service Excellence to their customers and partners.

Below is the adv at half page Kompas the major newspaper in Indonesia. 


Publish Date: December 23, 2012 11:59 PM

SWA Online Magazine interview

Call Center will always be there and needed

Interview Grace Heny by SWA Online magazine


On October 17th 2012, SWA reporter conduct an interview to discuss how is the Indonesian Call Center industry going forward.  The discussion take place during the Call Center conference and book launching ceremony.

Here is the coverage

Publish Date: October 29, 2012 11:46 PM

Telematika Indonesia Mag Cover - Oct ed

Publish Date: October 23, 2012 12:44 PM

Top Career Magazine Review Call Center Book


Top Career Magazine review the Call Center Handbook

The Top Career Magazine called the Call Center Handbook as an inspiring book for professional Call Center. The one page review describing the book summary.

Publish Date: October 20, 2012 2:52 PM

Call Center Handbook Launch

AstraWorld and TRI Call Center shared their secrets at 'Call Center Handbook' launch

Jakarta, October 17th, 2012 -
Mrs. Novie Marlika, Head of E-Channel Management PT. Astra International Tbk - AstraWorld, deliver a sharing session of her experiences at the session of "Contact Center Vast Role and Function to Growth Business".  During this session, she describe the role AstraWorld Call Center and how the Call Center support the growth of Astra group companies.

This session was deliver prior to the official launch ceremony of the Call Center Handbook by Elex Media Publisher.  The ceremony of handed out the 'Giant Book from Publisher to the author; Grace Heny. The book is Grace contribution to the Contact Center professional community in Indonesia and hopefully worldwide.

On the same day, Mrs SB Diah Pudjiastuti also share her experience and success story in managing a BPO Call Center concept to the audience. Her session called "BPO Call Center, should be afraid to use it. Success Factor and common pitfalls for outsourcing Call Center". Mrs Diah is the Head of Customer Operation that managing TRI Call Center.

Seminar entitled "Revealing Current Call Center Trends and Models" combine with the book launch of "Call Center Handbook: Comprehensive studies of Customer Service" organized by 168Solution with PT Intelix Global Crossing and PT Persada by inviting Mrs. Novie Marlika of PT Astra International - AstraWorld and Mrs. SB Diah Pudjiastuti of PT Hutchison Indonesia as a key  speakers.  The event took place on October 17th  2012, held at Ballroom 1 Ritz Carlton Hotel, Mega Kuningan, South Jakarta.
The Seminar and book launch attended by more than 150 peoples from the call center community, opened with a Keynote Speaker Mr. Sudaryatmo, Executive Board of the Indonesian Consumers Foundation.  In his speech, Mr Sudaryatmo expressed his appreciation to the effort of the Call Center Handbook published. He really hopes that more consumers can take advantage of the call center services in accordance with its function, whereas everybody can take advantage of the presence of call center refering to the book.

Premiere of "The Call Center Handbook: Comprehensive Customer Service Approach" is the closing ceremony of the seminar, which took place since 9 am. Handed of a giant book cover by Ms. Digna, as Elex Media Representative to Grace Heny as the author marks the official launch of the book. Call Center Handbook is available in overall Gramedia bookstores nationwide, as well as at several online bookstores in Indonesia.

Grace Heny handed out the Call Center Handbook to Mrs Novie Marlika.

About Call Center Handbook
The book is 252 pages and took quite sometime in writing it down. Until the year 2011, Grace was actualizing here dream by puring out all ideas and case studied to simple wirtten and become a book. She hope that the book will build an awareness of how is the  world of call center is actually looks like.  What and how is the ContactCenter professional certification and with the hope that this contribute positively to the contact center world.


Astra World berbagi rahasia Call Center pada peluncuran Buku ‘Call Center Handbook’ terbitan Elex Media

Jakarta, 17 Oktober 2011 –
Ibu Novie Marlika, Head of E-Channel Management PT. Astra International Tbk – AstraWorld, berkesempatan menjadi pembicara dan berbagi pengalaman dengan menyampaikan materi “Value of Contact Center to Business Growth & Summary – The Vast Role and Function of Contact Center”. Sesi ini menjabarkan peran AstraWorld terhadap keseluruhan bisnis Astra dan juga menjabarkan komitmen manajemen dalam pengembangan SDM Astra.

Sesi ini diadakan sebelum peluncuran resmi buku Call Center Handbook oleh Penerbit Elex Media kepada Grace Heny, penulis buku Call Center Handbook.  Buku ini menjadi sumbangsih Grace Heny kepada komunitas Call Center Indonesia.

Acara Seminar bertema “Revealing Current Call Center Trend and Model” sekaligus peluncuran buku “Call Center Handbook: Mengupas Tuntas Layanan Pelanggan” diselenggarakan oleh PT Satu Enam Delapan Solusi bersama PT Intelix Global Crossing dan PT Personel Alih Daya (Persada) dengan mengundang Ibu Novie Marlika dari PT Astra International - AstraWorld dan Ibu SB Diah Pudjiastuti dari PT Hutchison Indonesia sebagai nara sumber kunci. Acara yang menyasar para pelaku dunia call center ini berlangsung pada tanggal 17 Oktober 2012, bertempat di Ballroom 1, Hotel Ritz Carlton, Mega Kuningan, Jakarta.
Seminar dan peluncuran buku yang dihadiri lebih dari 150 orang dari dunia call center, dibuka dengan Keynote Speaker oleh Bapak Sudaryatmo, Pengurus Harian Yayasan Lembaga Konsumen Indonesia. Dalam sambutannya, Sudaryatmo menyampaikan penghargaan atas kehadiran buku Call Center Handbook di Indonesia, serta berharap konsumen dapat lebih memanfaatkan layanan call center sesuai dengan fungsinya, sedangkan bagi para pelaku call center dapat memanfaatkan apa yang tertuang dalam buku ini untuk menjadi acuan dan perkenalan bagaimana call center menunjang bisnis serta peningkatan layanan organisasi.

Peluncuran buku “Call Center Handbook: Mengupas Tuntas Layanan Pelanggan” menutup acara seminar yang berlangsung sejak pukul 9 pagi. Penyerahan sampul buku raksasa dilakukan oleh Ibu Digna Maria, Perwakilan Elex Media kepada Grace Heny, sang penulis buku. Momen ini menandai resminya peluncuran buku Call Center Handbook yang saat ini telah tersedia di toko buku Gramedia, serta di beberapa toko buku online yang ada di Indonesia.

Tentang Buku Call Center Handbook
Proses penulisan buku setebal 252 halaman ini terbilang tidak sebentar, mengingat waktu luang Grace Heny yang tidak banyak. Sebelum ini, naskah yang mengambil waktu penulisan sekitar 2 tahun, merupakan buku yang dibagikan Grace ketika memberikan pelatihan tentang call center di beberapa instansi. Hingga di tahun 2011, Grace berpikir untuk mencetak naskah tersebut dengan harapan dapat menjadi buku panduan (handbook) yang dapat bermanfaat bagi para pelaku di dunia call center dan masyarakat luas yang belum memahami tentang dunia tersebut.

Publish Date: October 19, 2012 2:41 PM

Presenting for Public Service topic

Presenting for Public Service topic

Closing the September month, I was invited to deliver a short presentation on how Contact Center solution becoming the core of Public Service for government sector. I was happy that the response and enthusiasm shown. I was honor to provide few key insight about how the contact center background and industry were all about now.  The event held at Senayan Gold and Driving Range, but feel sorry I dont have time to do a driving activities.  Looking at the audience, we were sure that we will have a follow up events in more detail and prepare for this segment of user.  A good service from government sector is also a mandatory expectation from Indonesia society.

I was sharing my experience and my visit about Taxation call center, specially on what I got from Australian Tax Office (ATO) benchmark in Year 2011.  I am very glad that I met and network with key person from ATO during the Australia ContactCenterWorld in July 2011, so I was able to have a fruitful visit back then.


Publish Date: October 9, 2012 8:35 AM

Book discussion with Magazines

Publish Date: September 15, 2012 2:06 PM

Call Center Book at the Shelf of New Arrival

At the New Arrival shelf next to Robert Kiyosaki book.

Above Adam Khoo book at New Arrival section

At Plaza Semanggi Gramedia Book shelf

Next to Mr TP Rahmat Book ( a well known professional and entrepreneur)

Publish Date: September 3, 2012 11:56 PM

Call Center Book at the Gramedia

First day of book present at the Gramedia book store shelf.

At Friday 31st August 2012, starting morning I drop my proposal to a client at Thamrin and then attending a meeting at Mayapada Tower. The discussion went well and completed around 10.30 am.  I am very exciting to drop to the nearest Trimedia Book Store at Ambas. I found my 'Call Center Handbook' at the New Arrival shelf together with Adam Khoo book.  Waow so excited and I feel very Thankful up to today. Thats my two and half years of effort and thinking.   I am also sending my thanks to all friends and colleagues that inspired me to write down my experience.  If you are in Jakarta, drop by to any Gramedia book store and please do find my book "CALL CENTER Handbook: Mengupas Tuntas Layanan Pelanggan".

Above Midas Touch - Donald Trump and Robert Kiyosaki book

@ Gandaria City hold by a dear 'fan'

Publish Date: September 1, 2012 10:54 PM


CALL CENTER Handbook by Elex Media - Kompas Gramedia publisher


Whenever we think of services in any industry, 'Call Center' is the word that immediately pop up in our mind. Initiating a complaint, have questions, or in need of information relating to a product / service from any organization, than Call Center is the answer for it. Call Center consider to be a 'unknown' world for quite long time and consider as a 'garbage can'. Not many people realized or understand what is it like working in a Call Center, except for those who engaged with the daily Call Center operational. Who says Call Center staff will be forever stuck in their desk using a headset, and becoming the  'trash can' for customers complaint and negative emotion?

Who says Contact Center staff are living a boring day to day monotonous routine work? I am compiling my 15 years experience in the world of contact center starting as Contact Center Agent in a book called Call Center Handbook. Starting from the inside and perception of the world's of Call Center, both operational and managerial, to an interesting life as a Call Center professional. The story are filled with real life case study and far away from a boring reading book.

Publish Date: August 17, 2012 3:02 AM

AstraWorld Press Conference event on ContactCenterWorld

AstraWorld Press Conference - Jakarta

Yesterday AstraWorld held a press conference in MKG Jakarta to announce the AstraWorld achievement. The team winning 9 medals from ContactCenterWorld Top Ranking Performers competition. The event attended by senior management of AstraWorld and brief session by Ms Novie Marlika.  The frontliners that compete was meeting the Astra International management as part of the recognition and appreciation plus few other things in the form of tangible and intangible value also. This to encourage and really support the team that will be competing to Vegas in November later this year in the world competition.

The event release by minimum 11 media and few articles can be click here:




Publish Date: August 17, 2012 2:52 AM

Notes from Indonesian Consumers Foundation


YLKI (Indonesian Consumer Foundation) notes for

"CALL CENTER" Handbook

There are two indicators to express a good level of state consumer protection in any country. First, there are a growing culture of complaint (complaint habit) whenever consumer feel they are being violated by industry or businessman. Second, having a tradition of an independent comparison testing (comparative testing), either by consumer organizations, media and other independent institutions.

Talking about complaint habit, some statistical to be envy of comparing to other countries explain below. In Malaysia year 2009, the National Consumer Complaint Center (NCCC) received 32 369 complaints of consumers. In the UK, The Financial Services Authority, on 2nd half of 2010 received 1.7 million complaints of consumers of financial services.
The Banking Ombudsman in India during 2009-2010 received 79 266 complaints of consumer financial services. While for Indonesia, the field of Consumer Complaint YLKI in 2011 "only" received 525 consumer complaints. Is it good or better we are alert of it.

There are two things on why the rate of complainants in these countries considerately high. In addition to the complainant culture, this is also supported by the ease and various access channels to launch a complaint, mention the core channel is a CALL CENTER.

Consumer complaints in this new business era is very important and meaningful in the efforts of quality improvement of product / service. So we dont get surprise that various organization are competing to provide an ease and good call center as the main access for consumers who would launch a proper complain.

The launch of "Call Center" handbook has two important meanings. For consumers is to help develop the complainant culture, at least through the call center. For business entities, this is the important guide to design  a proper Call Center as the access point management for inquiries/complaints, so business can get lots of feedback from consumer, to take into consideration for quality improvement of the product / service. ***

(Sudaryatmo, Chairman of the Daily Executive Board of YLKI)


Publish Date: August 8, 2012 2:10 PM

Astra World contribution to Customers and Clients


Astra World contribution to customers and clients

Today we found the Astra World recognition award contribute to their customers and clients.  On page 3 of Kompas newspaper today, we will see a half page recognition of ContactCenterWorld Awards event in Singapore.  That also focus on the achievement received by Astra World from the same event.

This year the event was held in Singapore for a full week with almost 200 Finalist from around the Asia Pacific competing in 20+ categories.  From the event, Astra World won 3 Gold for Best Direct Response Campaign, Green Contact Center and Recruitment Campaign.  Beside presentation, all the Finalist should answer  'toughest' questions directly without help.  These awards also as key contribution for Indonesian delegate.


Publish Date: August 8, 2012 2:08 PM

Congrats and prepare for Vegas event

Congratulation to all winner and prepare for Vegas event 


Coming home from Singapore event, really tired but surpize with the level of presenters preparation and commitment to deliver the great results. Those that cannot speak English facing twice the challenges and yet they still take this as the opportunity to excel, to learn and upgrading themselves.

The event took place at Resorld World Sentosa from July 9 up to 12, and Gala Dinner held at Regent Hotel. Indonesian delegates dominating the Finalist reaching 45% of the contestants. The higher number of Gold won by Halo BCA  follow by Astra World.  Others participants are Bukopin Bank, Dirjen Pajak, Hutchison Indonesia, Infomedia, Mandiri Call, Telkomsel and Telkom. 

Seeing the presenters performance, we can estimate how much time, effort, thinking spent during the preparation. Not too mention the rehearsel to ensure the fast, communicative and fruitfull content presentation being deliver to win the Gold awards.

Other Asia Pacific countries that presented are Japan, Malaysia, Australia, China, Thailand, Pakistan, Fiji and the host Singapore.


Congrats to all ... but the winner still have to be ready for the Vegas to meet our friends from Turkey, Portugal, Poland, Ukraine, Russian, UK, USA, Canada, S Africa and others. Be aware and be ready again ....

All Leaders are on QA session ...


All Best Contact Center are on QA session ...



The Best Contact Center winner presentation 


Publish Date: July 21, 2012 3:06 AM

Standing applause for our Frontliners

All here are our frontliners Customer Service winner.

With a standing applause by the audience, above are our Customer Service Professional winner that all of us specially thanks for their passion to do the day to day job.

This category is very favorit and the number of candidate is amazing ....

May the best win and represent Asia Pacific in World arena in Vegas...

Publish Date: July 11, 2012 4:58 PM

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