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Grace Heny - Blog Page 4

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Ready for Singapore event ?


Singapore Conference is coming, ready or not ....


The Singapore event is just around the corner. I believe within today all of our the participants are running around so buzzzy in preparing themselves for the event.
The event will be more packed with presenters than London and the competition ambiance now is raising :)

My best wish to all presenters, and special regards to Astra World, DJP, Halo BCA, Hutchison Indonesia, Infomedia, Mandiri Call and XL.

Some visualization on the stages look like for presenter to be ready and also wish from Monty - The Top Place 2 Work mascot. 


Publish Date: July 6, 2012 4:02 AM

London conference

Arrived in London after 23 hours of travel - just one word at the London conference : EXCITING ...

We just finished the 4 days conference with lots of ideas and sharing.  We met Turkey friends with the Turkish coffee hospitality, UK, Portugal, Spain, Finland, Denmark, Russia, Ukraine, UAE, Aljazair, Palestine, Bulgaria, Czech, Greece, Poland, South Africa, France, Nottingham and Saudi Arabia participants. Really great event! Cannot wait to look forward the Asia Pacific Region conference that to be held in Singapore July 9-12th.     


Publish Date: June 28, 2012 6:16 PM



'CALL CENTER' Handbook


This week, I went to the Kompas Gramedia couple of times. I had an intense discussion on choosing the font size, type, lay out of books, color, book size, section to section divider and the list goes on ....  Which articles need to go where.  After the exercised, I realized I have 20  articles containing real life case study left. This will form as the 2nd book - I can called it Bunga Rampai Case Study in real life practice - it will be interesting. Wow this is amazing.

The redaction advice me of not exceeding more than 250 pages, as it will be too thick and not convenient. So sticking to the rule, we only inserting 10 case study.  Really feel exciting for the book proofreading as the next step. 

Publish Date: June 14, 2012 4:28 PM

Grand Launching TeleCenter BFI


Launching Telecenter of multifinance company


June 1st, 2012, BFI officially Launching the operational of BFI TeleCenter. BFI was the Best multi finance company chosen by few independent parties including Info Bank and Forbes. BFI known for the strong financial performance achieved throughout their 30 years operation. In this TeleCenter, the  function covering outbound and inbound activities. This site at West Jakarta is the expansion of the current operation.

Through the 2 years period of the TeleCenter, it was proven that call center despite inbound or outbound can support the business significantly.  On this occasion, the BFI Senior Management also boosting the morale of the team and frontliners with full support to the TeleCenter management.

Below are the pictures taken yesterday. Few persons captured here are the key persons that have work behind the stage for the successfull launching.  Wish all the best for the TeleCenter, keep reaching the higher performance.


Publish Date: June 2, 2012 12:27 PM

Single presenter for Interactive workshop

On May 23rd last week, there is a great event held in Gren Melia Hotel, South Jakarta by Intelix and Lintasarta with Grace Heny from 168Solution as the single presenter.

The theme was Bringing your contact center value to the next generation as explained at the invitation cover.

Each invitation is valid for 2 personnel limited to the contact center community only with more than 100 invitation spread.

The attendance is 110% from the plan and we need to upgrade the capacity during the event.

The event is very interactive and all the audience seems cannot stop to raise their hands to ask regarding their concern.

Beside the questions and answers, Grace also explain the book outline and what is the content of the book tell a contact center story.

One of the question from overseas bank, Ms Yurike asking on the cloud computing contact center trend and the benefit we can reap from this cutting edge technology.

All the attendance are receiving souvenirs, gimmicks and specially thank you note from the organizer which is Intelix, Lintasarta and 168Solution.


Publish Date: June 1, 2012 12:45 PM

Minister and Call Center


Queuing at Gate Toll - Case Study

Antrian di Pintu Tol - Studi Kasus


You may have read and aware of the accident of Gate Toll by the Minister of State Ownership Enterprise; Mr Dahlan Iskan when he saw the long queue at one of the Gate Toll in Jakarta in March 2012. (For those who never been to Jakarta - Indonesia, you can call our traffic is the busiest of all cities - you should ask Raj about this :) ). He didn't just get upset, but he jump out of his car and took off the barrier of the toll and allow hundred of cars to enter freely. That was his action to help the situation. "It's ridiculous" a comment said, others replied "Excellence, good example". All pros and cons comments were throw at media for several  weeks in regards to the accident.

Anda mungkin pernah membaca dan melihat bagaimana marahnya Menteri BUMN Dahlan Iskan, ketika melihat antrian panjang di sebuah pintu tol dalam kota Jakarta, pada bulan Maret 2012. Pak menteri ini bukan sekadar marah, melainkan langsung bertindak, turun ke loket lalu membuka penghalang dan membiarkan mobil-mobil masuk tol tanpa bayar. "Kebangetan," ujar sejumlah pihak. "Bagus sekali, bisa menjadi contoh," kata pihak yang lain. Pro kontra pun mengalir selama sepekan lebih setelah peristiwa itu.



Previously, Dahlan Iskan has asked the company of toll roads management called Jasa Marga (SOEs) to ensure a reasonable queue at the toll booth in the city. It was instructed by Mr Dahlan 'up to 5 cars' queue only. Dahlan provide some period of time for the company to improve their queuing system in reaching this target. What happen was, the queue stay lengthy as it was. What trigger Mr  Dahlan's anger was out of 4 booths, only 2 booths were operated, so this create more queue and things get worse. The 2 'not operated' booths waiting for the staffs/operators to come.

Sebelumnya, Dahlan Iskan sudah meminta kepada pengelola jalan tol yaitu Jasa Marga (BUMN), agar membuat antrian di pintu tol dalam kota, maksimal 5 mobil saja. Dahlan memberikan waktu kepada perusahaan itu untuk melaksanakan target tersebut. Namun, yang terjadi malah sebaliknya. Antrian tetap panjang. Kemarahan Dahlan di pintu tol tadi, bukan hanya karena antriannya yang panjang, melainkan juga karena 2 loket dari 4 lokat yang tersedia, masih tertutup karena penjaganya belum datang. 



So what do an angry Ministers got to do with the call center? Actually the queue in Gate Toll (toll booth) is the same principles on following the queue phone calls in the call center. There are some immutable laws and must be there in any queuing concept. The first principle is ....

Lalu apa hubungannya kemarahan pak menteri, dengan pembahasan call center? Sebenarnya antrian pintu tol sama saja dengan antrian telepon di call center. Ada beberapa prinsip yang sama dan pasti terjadi di sebuah antrian. Prinsip pertama .....



(excerpt from the Call Center Idol book, to be publish soon.)

(dicuplik dari buku Call Center Idol, yang akan segera tersedia di toko buku Gramedia terdekat.)



Publish Date: May 14, 2012 10:03 AM

CCW Awards at Jelajah Dunia Astra


CCW Awards at Jelajah Dunia Astra 

Celebrating their 55th anniversary, Astra group held various activities on May 4th and 5th.  The event called Jelajah Dunia Astra held in East Jakarta. At Astra World booth inside the exhibition hall, they were introducing new service for customers that relate to location based service technology. This new service will compliment the contact center services. 

The CEO himself was meeting the visitors and explain the new services.  In front of the booth, Astra World also display ContactCenterWorld recognitions.

Last year at Australia and US, Astra World was contribute to Indonesia winning achievement.  Both in Australia and in US, Astra World were able to win a GOLD medal and added the number of Gold achievement in Year 2011 for Indonesia.

Hoping this year, our Indonesia contestant will be able to win more and bringing home more Gold from the best ContactCenterWorld competition.

Congratulations for the 55th anniversary !


Publish Date: May 5, 2012 1:53 PM

Kartu Kredit Tak Kenal Kata Cerai


No 'divorce' for Credit card


Do you have a problem with your credit card? From my own research done, its quite common people facing issues with their credit cards. Just read various complaints lodge in few media, credit cards issues are always among the TOP 5 complaints. I'm also had few problems. On one occasion, I was able to receive a direct explanation from a foreign bank executive. His company is the biggest credit card issuer in Indonesia. We happened to meet at a Focus Group Discussions event held by Central Bank of Indonesia, YLKI (Indonesian Consumer Foundation) involving the banking consumers and attended by the credit card associations.
On that occasion, I expressed my own experience as a frustrated customers and from the observation that I made. The first topic that I highlighted is the difficulty to accessing the bank to acquired necessary nor to lodge complaint. Contacting the call center of bank are a challenge by its own. I myself are a corporate customer of a worldwide foreign bank and had always facing difficulty in accessing their call center. It was impossible to connected to their call center on Monday through Friday so I did it on weekend.

Then the next topic that I brought up - and surprisingly was agreed by all customers was 'difficulty' in closing a credit card.
I was having trouble deactivating my credit card, not only they put me back and forward, go here and there, start explaining from zero all around the place,  complicated procedure and being delayed. The closure process take so long until they charge me another annual fee and this put me in 'deeper'  trouble. The issue in closing the credit card, was not experience by me alone, but it happen to almost all the customers that participated on that Focus Group Discussion event. This problem seems to be systematic and took place in several banks.
Responding to this issue, the senior bank executive said that this happen because a bank did not recognized any word that translating to "divorce" ......

(More articles on the Call Center Idol book that will be available at your nearest bookstore soon)



Kartu Kredit Tak Kenal Kata Cerai


Anda pernah bermasalah dengan kartu kredit? Dari hasil riset kecil-kecilan yang saya lakukan, lumayan banyak orang yang punya masalah dengan kartu kredit. Lihat saja di surat pembaca berbagai media, masalah kartu kredit berada pada lima besar pengaduan. Saya juga pernah punya masalah. Beruntung saya bisa mendapatkan penjelasan langsung dari seorang petinggi bank asing, penerbit kartu kredit. Kebetulan kami berjumpa pada sebuah acara Focus Group Discussion, yang melibatkan praktisi perbankan, Bank Indonesia, asosiasi kartu kredit dan YLKI (Yayasan Lembaga Konsumen Indonesia) serta sejumlah nasabah.


Dalam kesempatan itu, saya mengungkapkan beberapa hal dari pengalaman sendiri sebagai nasabah dan mengamati keluhan-keluhan yang ada di lingkungan.  Topik pertama dan berulang kali saya tekankan adalah kesulitan menghubungi bank yang bersangkutan untuk menyampaikan keluhan. Kesulitan pertama adalah tidak bisa menghubungi call center bank karena sibuk. Saya sendiri menjadi pelanggan korporasi bank asing ternama dan selalu kesulitan menghubungi di hari Senin sampai dengan Jumat sehingga terpaksa menelepon call center di akhir pekan.


Kemudian topik berikutnya yang sedang naik daun dan diiyakan oleh semua nasabah yang hadir adalah kesulitan menutup kartu kredit.  Saya mengalami sendiri kesulitan menutup kartu kredit, tidak hanya dipingpong, dipersulit dan ditunda-tunda, tapi juga digiring agar proses penutupannya menjadi lebih lama, mungkin sampai akhirnya batal menutup. Saking lamanya proses penutupan, saya pernah mengalami harus menunggu hingga munculnya tagihan baru berupa iuran tahunan berikutnya. Masalah jadi tambah ruwet. Mau menutup kartu, kok malah dibebani tambahan biaya. Masalah itu bukan hanya terjadi di satu bank, melainkan di beberapa bank.


Menanggapi keluhan tersebut, seorang petinggi bank mengatakan, bahwa bank tidak kenal kata “cerai”......

artikel selengkapnya dapat dibaca pada buku Call Center yang akan tersedia di toko buku terdekat anda.

Publish Date: April 21, 2012 3:28 AM

Kasus Pencurian Pulsa; Menggunungnya keluhan pelanggan yang tidak tersalurkan

Lost Pulse Case;

Mounted complaints customer that are not solved


On October 18, 2011, the executives of all telecom operators in Indonesia agree to abide a moratorium of temporary suspension of SMS service content (or sometimes called as content provider service; abbreviated as CP). The shock impacted the sales of content industry through the telecom operators. One of which also impact the Indonesia's music industry as the victim. Telecommunications operators wait for the regulations to be finalized and on the meantime waiting for further directions  from the regulator. Actually the signs of this ice cube phenomenon is quite clear. Number of customer complaints concerning this pulse is increasingly over time. The data from YLKI (*) and from my own research since the month of November 2010 up to April 2011 and going thru various media such as Kompas, Bisnis Indonesia,  Detik, Okezone shown that customers who loss their pulse is the top complaint for communications services. More precisely telecom operators should extract all the actual customer complaints received via the call center and other channel. From these data, we can see trends and breadth of problems that occur.

The author's own experience of lossing my balance during a meeting with the Ministry of Information and Telematics. The event is to discuss the Quality of Service Regulation revisions. This held by the Ministry of Information and Communications ....

(Excerpted from the Call Center Idol book which will be published in a book store near you!)


Kasus Pencurian Pulsa;

Menggunungnya keluhan pelanggan yang tidak tersalurkan


Pada tanggal 18 Oktober 2011, sebagian pimpinan operator telekomunikasi  setuju untuk mematuhi moratorium menghentikan sementara layanan SMS konten (atau kadang diistilahkan menjadi layanan konten disingkat CP).  Dunia konten mengalami gunjangan cukup hebat dengan di berhentikannya penjualan konten melalui operator telekomunikasi ini, salah satunya juga berimbas terhadap industri musik Indonesia.  Operator telekomunikasi berpendapat sebaiknya menunggu peraturan terkait dikaji dan arahan dari regulator.   Sebenarnya tanda-tanda keluhan pelanggan akan layanan yang satu ini sudah terbaca dari beberapa waktu sebelumnya.  Data dari YLKI (*) dan riset yang di lakukan penulis dari Bulan November 2010 s/d April 2011 yang lalu melalui media Kompas, Bisnis Indonesia, Detik, Okezone terbukti menunjukkan bahwa pelanggan yang merasa kehilangan pulsa selalu berada menjadi primadona keluhan untuk layanan komunikasi. Lebih tepat lagi sebenarnya membedah keluhan pelanggan yang di sampaikan via call center operator telekomunikasi itu sendiri, dari data tersebut, dapat dilihat trend dan keluasan masalah yang terjadi. 

Penulis sendiri mengalami kasus kehilangan pulsa tepat pada saat penulis menghadiri pertemuan dengan Kementerian Informasi dan telematika dalam rangka membahas revisi Peraturan Menteri Standar Kualitas Pelayanan untuk dunia Telekomunikasi. ....



(Dicuplik dari buku Call Center Idol yang akan segera terbit di toko buku terdekat)

Publish Date: April 20, 2012 3:44 PM

Workshop on Health call center

Health Call Center

I was invited as a speaker and deliver few slides to our friends in health ministry.

The call center role is being highlithed to be position as the key communication channel and education.  Even the minister herself are planning to boost this channel soon.  The objective is to build a better Indonesia in term of health awareness.

Publish Date: April 11, 2012 11:26 PM

Contact Pertamina

Last week, we have a good discussion with the operational team from Contact Pertamina. We have been invited by Pertamina team to meet at their contact center site. 

Publish Date: April 5, 2012 2:33 PM

Sharing event

This week, we have been giving a priviledge in helping our young and energetic team from government institution with Best Practices topic. These are few of the pictures taken and the Head was so kind in delivering an energetic speech.  We are feel very honor by the hospitality and kindness of the host. 


Publish Date: March 31, 2012 2:47 AM

Advocacy & Credit Card Consumer Protection Discussion

Advocacy and Credit Card Consumer Protection 2012

Wednesday March 28th 2012, I was invited to a Focus Group Discussion in Hotel Millenium central Jakarta. The topic was about 'Advocacy and Credit card Protection' held by YLKI (Indonesia Consumers Foundation) and facilitated by Bank Indonesia (Central Bank of Indonesia).  Few banking representative are attending the discussion also.

As following discussion background, so we came up with 'sistemic problems' in credit card services.  Some of key items cover are the customers data security issues, optional clauses option for customers on the data sharing policy, branches services, solution provided, time to response back to customers, telemarketing code of conduct and offering call, call center accessibility is in a very terrible condition, more variation of access channel for customers to launch complaint. My own experience was that not all banks have an open email address for their customers to contact the bank. Specially I pinpoint an overseas bank that operate in Indonesia.  And in this occasion I also share few of improvement opportunities for banking to improve. These critiques are coming from my own customer experience point of view. 

The discussion was attended by few representative banks, AKKI (Indonesia Credit Card Association) and few customers.  Hopefully what we share on these event will bringing the banking services rolling out an improvement plan for a better shape.           

Few pictures below from the event. Next to me is Mr Andri; an honorable Lecture from Gajah Mada University.    

Publish Date: March 30, 2012 7:28 AM

Kunjungan komunitas Call Center

Ramah tamah di Call Center Bandung

Sebagai bagian dari keinginan mempererat hubungan sesama profesional call center dan juga saling berbagi pada akhir Februari kemarin di adakan kunjungan ramah tamah. Kunjungan di adakan oleh tim 168Solution ke lokasi Call Center PLN Icon DJBB di Bandung.   Kegiatan di akhir dengan foto bersama.

Publish Date: March 3, 2012 2:19 PM

Akankah dominasi Indonesia di ContactCenterWorld berlanjut?

Akankah dominasi Indonesia di ContactCenterWorld berlanjut?

Sesuai prediksi kompetisi ContactCenterWorld - Asia Pasifik 2012 yang akan di adakan di bulan Juli memang akan berlangsung sangat ketat. Lokasi Singapura akan menjadi tuan rumah para tamu dari 11 negara di Asia Pasifik yang melayani lebih dari 194 kontestan. Kegiatan ini sendiri adalah kegiatan rutin tahunan sebagai seleksi kedua untuk menentukan para pemenang yang akan berhak berkompetisi di tingkat dunia di acara CCW Las Vegas US bulan November 2012. Hanya pemenang Gold di Asia Pasifik yang berhak bertanding ke tingkat World sehingga menjadikan ajang ini sangat ketat dan memiliki gengsi tersendiri karena tingkat kesulitannya.
Semoga Indonesia kembali mengukir kemenangan terbanyak melalui wakil2nya dari Astra World, Dir Jenderal Pajak, Halo BCA, Hutchison, Infomedia dan Mandiri Call di ajang tersebut. Selamat berbenah ...

untuk data selengkapnya dapat di lihat pada detil berikut ini: 

Publish Date: February 25, 2012 3:10 PM

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