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Grace Heny - Blog Page 5

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February activities

Entering a new year of 2012, few organizations including banking, insurance, outsourcing, government, health industry, energy, oil mining and multi finance industry all seems in rush hour. The activities in the form of workshops, coaching, consulting and visitation took place in few client locations surround Jakarta area. We delivered soft skills related to interaction platform and technical operation management skill (basic call center principles, resources calculation, excellence service) also defining the standard excellence service checklist to be used in the daily performance management.

These are few activities:

Our internal meeting coordination


And also special appreciation to Pak Budi Sutedjo who share his valuable knowledge and experience.

Publish Date: February 20, 2012 1:31 PM

Gathering Contact Center community

Third week of December 2011, Persada gathered contact center professionals in Indonesia in West Java to have an informal yet fruitfull session. Some of the companies that attended are Indosat, IM2, Bank Muamalat, Astra World, Canon, Three, Halo BCA, Directorate Taxes, ACC, UOB Bank.

Below is the welcome signage

Publish Date: December 23, 2011 1:06 PM

The Best of ContactCenterWorld Y2011in action

Coming from Vegas in November, few of the contestants share the happines and moment of joy as winner by advertising the Awards received from the ContactCenterWorld Year 2011.

Astra World put a half page of KOMPAS - leading national newspaper in Indonesia.

While Halo BCA adv in Sinar Harapan below

All the best for all the winning team, may next year more to come bring the Red and White Flag again in this event.

Publish Date: December 16, 2011 2:39 AM

Exercise and Sharing

Today we had a very fun activities, yet fruitfull discussion and sharing a learning moment together with a bunch of call center professionals. The team are part of the DHL Express call center team.

With the qualified workforce, DHL is upholding their 'Excellence and Simply Delivered' in their standard in serving their customers.   


Publish Date: December 3, 2011 1:49 PM

Various activities in November

Coming back from US, we had a buzy activities in helping contact center professionals in local market.  Most of the  the participants are new one which coming from various background, with major are from the government sector, health, FMCG, transportation and also banking.  With regards to the service delivery, public and goverment sector are keen to have a good contact center. 

Below are all the activities we had :

Training classes



Various activities including presentations, classess delivery also meeting with regulators regarding service delivery in Indonesia

 We had serious classes also

and yet fill with fun activities like below

Publish Date: December 2, 2011 6:42 AM

Amazing week with amazing peoples in Vegas

In November 1st up to 4th, we had a great weekend in working towards our slides and sharing all the creative ideas. We met Contact Center Professionals from 26 countries worldwide and all delegates are learning new things. Questions and discussion took place from simple one, complex and even joke (silly) questions plus so much fun and nite entertainment.

Wish to meet you all again in the next coming event Year 2012 ContactCenterWorld 7th Annual Awards.

These are some of the pictures taken

With US friend

From Palestine and Ukraine


With Japan and US

Japan and Indonesian delegates, with samurai and pikacu costum

All Indonesian Finals - Gold Awards

South Africa


Dinner at Hard Rock Cafe

Malaysia and Hongkong

Publish Date: November 5, 2011 11:18 PM

Pitching process

This month we have been appointed by our client to help them on a pitching process for sourcing a proper partner that will help the telesales, inbound and telecollection function.

The activities are meeting the vendor, discussion and follow by vendor site visit by client and ourselves. These activities to be completed prior to the document requirements development.  Below are the picture taken from the event.

Publish Date: October 18, 2011 3:30 PM

Best Multi Finance Infobank version August 2011

Congrats to BFI Finance as award to be the Best MultiFinance by Infobank magazine - August 2011

Publish Date: October 8, 2011 5:13 AM

Astra World activities

Novie is preparing her team to participate the Y2012 Top Ranking Performers.

As the registration started this year, Astra World is starting to go world wide with their performances.

This picture taken from the October 2011 activity ...

Publish Date: October 8, 2011 5:08 AM

Four ContactCenterWorld Awards for Infomedia Team in Kompas

Today in Kompas Seremonia, one of the winning - Infomedia from Indonesia cover in the adv.  Infomedia as the leading and biggest BPO (oursourcing) contact center in Indonesia is really proud with their achievement from the APAC event last July11.  With a Gold out of 4 category that Infomedia team attended, Infomedia is  eligible to represent APAC on the Final ContactCenterWORLD in Las Vegas this November 2011. The category of Customer Service Professional will be present by Ms Kusbandiah from CIMB Niaga - Infomedia Team.

Infomedia currently managing clients ranging from telecommunication, transportation, food and beverage, financial and banking, public services etc. With this achievement Infomedia acknowledge their position as the biggest and market leader of outsourcing partner in the Indonesia Contact Center market. Not too mention these awards also showing Infomedia are ready to expand and participate in pursuing international opportunity (English language market), not only local one.

In this picture Raj with all the 3 Finalist for Best Leaders including Antoine - St George Bank, Kumamoto san - SoftBank Mobile, and Mr Arman Hazairin - Infomedia.

Publish Date: August 28, 2011 1:48 PM

ContactCenterWorld Awards for Astra World

AstraWorld coverage in leading newspaper Kompas today.  The adv is about the AstraWorld achievement of 4 Corporate Awards category and Runner Up Industry Champion received during the ContactCenterWorld APAC event at Gold Coast - Australia. The image was taken from Kompas and from the Majalah Astra July 2011 ed with Raj and Novie there.

Publish Date: August 22, 2011 3:59 AM

ContactCenterWorld Awards for Halo BCA

Halo BCA Team announce their achievement of 9 Awards received during APAC event at Gold Coast - Australia in newspaper. The image was taken from the leading newspaper Kompas on Seremonia section release July 2011. Raj also here in the middle.

Publish Date: August 15, 2011 4:39 PM

2011 Best in Asia Pacific Crowne

Attending the Gold Coast event for 2011 Best Practice Conference is the best decision I've made this year and definitely will attend the Las Vegas event.

I met few colleagues from Quangzhou - China, Japan, Thailand, Australia, Fiji and visited few call centers in Sydney as my follow up from the conference.   Feel very sorry to those that had not come to the conference, a lot of opportunities of sharing and business case wise.

We have good times, learning on few challenging items, fruitful discussion, open our mindset, no sales pitches bother us and make a lot of new friends.

This is me with Raj and Tutiek - one of my best friends.

 Arriving at 6 and started the briefing on 7 PM ... a bit tired but happy  :)

With Professor from Tokyo Univ of Technology - sharing the same ideas 

Publish Date: August 5, 2011 2:58 PM

Gala Dinner - Indonesia Contact Center Y2011

On June 1st, we had an event in East Jakarta attend by 1,000 Contact Center Professionals for a performance, fun, networking and appreciation.

Participation coming from Banking, Telco, transportation, multi media, insurance, automotive also government sector. 

Here is Grace picture with Wani's from Halo BCA and BCA Senior Management also Contact Center Agents performance and audience. 



Publish Date: June 6, 2011 5:16 AM

Disaster Recovery Plan in Call Center

Chapter XII

Disaster Recovery Plan in Call Center


 Bomb threat, natural disaster, riots and tsunami has inspired me to create this DRP framework and hopefully my piece of writing could help all Call Center Heroes in providing  service to Customer” – Grace Heny.


DRP Contact Center’s Note

Lesson Learned from Japan’s Earthquake on March 2011



            Have you ever imagine, all dear Call Center Professionals, that one day you will be asked to leave the Call Center building/location, and needs to relocate all your Call Center staffs.  Your might get panicked not knowing what need to be done first, how to do it and what is  the next operational step.

            This is where “Disaster Recovery Plan” term or often abbreviated as DRP play role, which refer to a plan in managing emergency situations and consist of processes to continue services ly in a disruptive event. The most shocking event to all of us is the recent earthquake in Japan.The main purpose of a Disaster Recovery Plan is to ensure that Call Center’s operational activity can continue and the service continue during the emergency situation.

            So the question is what should we prepare as the Call Center Management in facing disruptive events and what it should cover?  Let’s discuss the following review.


Preparation in Developing  Disaster Recovery Plan


We will start from the Call Center’s comprehensve operational framework to establish a good DRP, which is to use each layer as the components of the Call Center:

  • Network Layer or IT which also covers the telecommunication flow; including phone number of all your staffs, phone’s line connection from PSTN central Switch to the Call Center, other cable connections or IT link in our Call Center.
  • Equipment Layer; especially Call Center Technology and its related systems such as PABX, ACD system, IVR, recording system, CTI, telephone sets, computers and its peripherals including software and hardware.  Also do not forget the equipment to supply electricity into those systems and tools; UPS is the common equipment being used nowdays. In few countries, power disturbance is quite common.
  • Call Center Process Layer, starting from the  process when a Customer calls to get an information, call is being picked up by agent and  Customer interaction is being recorded in the contact management application, then calls is being followed up, resolved and informed back to the Customer.  On normal condition, most of the processs and recording done by system, then the emergency situation will force those processes to be done manually.  It is highly recommended not to forget documentation of what has been done in order to update the Customer database after the situation go back to normal.
  • Reporting Layer, it is about how the report should be able to explain this extraordinary event and what approach should be used in a Call Center Contract; also often reffered as Service Level Agreement.

From all of the layers, the most important aspect is the People aspect and we should always put people’s safety first above alllayers.  Let’s move on to discus each layer more deeply in below topics.


Network Layer

            Network layer includes all IT’s telecommunication and line components: phone line access, such as Short Number 500xxx or 14xxx, link/connection from PSTN to company’s telephone network and IT link/connection  and cablings in your Call Center.  Should we differetiate the line for voice and data? The answer is that each of them have their strengths and weaknesses.

            Let’s map the electricity cable line of your Call Center, fulfill the electricity safety standards and avoid prone situation.  Do not overlook small things, such as a pile of plugs and wire which would be very dangerous when a short circuit happened.  Map all the cable lines and develop a diagram to plot all equipments connected between each cable.  Review this map to understand which point is the most prone and which critical equipment needs to be backed up by UPS.  Sometimes we do not need a big disastrous event such as a bomb explotion to paralyze our Call Center.  An event in another area could also affected our Call Center.  A National Private Bank’s Call Center operation was affected due to a big flood occured in another areas in Jakarta as the STO which Call Center’s phone number access was located in was drowned by  flood.  Thus, the Call Center’s main access number was rerouted into a PSTN.  If we’ve mapped out all the cables and lines, we could identify and point out which spotcertain components that would be damaged would  and then establish a temporary solution.

            A National Private Bank, the use of PSTN number is the temporary solution.        How to communicate the temporary number to the Customers we can use the available channels like radio or other communication channels  such as SMS or mailing list to enable our Call Center publish the number to public. 


Equipment Layer

            Equipment layer is the common facility that should be protected in the case of emergency situation.  Besides registering equipments, the key item we should identify is to determine the priority of all those equipments.  A long list of Call Center equipments are: PABX, IVR, ACD, telephone set, headset, Call Center Management reporting application, recording system, wallboard, contact management system, computer and its components.

            The latest solution for those components is having a redundancy backup system and most of the equipment already has this capability.  The simplest example is when CTI does not work, a Call Center can operate well through a process by asking Customer’s name when an interaction occured.  This will not degrade the service significantly.  The main objective of this diversion is how Customer’s call can continue to be well served although your CTI facility does not work.

            Other common failure is when IVR does not work for the whole day, we can determine that as long as PABX is still working, then Call Center can continue its operation.  This shows which equipment should we prioritize in delivering service to  our Customer.  PABX has higher priority than IVR, and IVR has higher priority than CTI and so on.

            How about PABX compared to the contact management application (basic application used in Call Center, can be in the form of database or application like CRM).  We should be able to decide by using the Customer’s point of view, for instance the capability to block the card should still be there although IVR or recording system does not work.  This is important to avoid financial claim from the Customer.


 Operational Layer

In deciding what is the most important process, we should look at it from the Customer’s point of view and identify what process that could not be postponed without creating any critical loss to the Customer or company.  This loss parameter is a financial loss such as the responsibility to block credit card or postpaid phone service if requested by the Customer.  The most important thing is to determine the fastest solution from all blocked processes in the emergency situation, and mostly the use of manual process is the fastest and safest solution.

            What is the back up if knowledge base can not be accessed?  What data that can still be provided manually, at least the ones related with critical processes such as blocking, and pricing information should still be accessed by the Call Center.  The main objective of this solution is to continue receiving calls and we should be able to continue meeting Customer’s expectation.  For instance blocking a calling card; alhtough the automatic process is not available, the manual process is the best solution that needs to be prepared.

            For other processes that have been outsourced, and single source, the processes should have redundancy process or option to multi source, placing back up if the main vendor having a problem.

            Identify the manual work, can we record order manually when the contact management application is not available?  Or is it possible to ask Customer to contact us again with the hope that Call Center would operate with full capability then?


Reporting Layer

            For Call Center that is operated by third party, it is pretty critical to decide what approach is being used by vendor to be reported to Customers who are using the outsourcing agency.  On the other hand user should be more tolerance if the service is degrading in the emergency situation, and the Customer may request multiple sites as the feasible solution to ensure that our Call Center continuously operate. In this case, the needs of vendor to have access to multiple sites Call Center and load balancing feature will be significant for the company.


People Layer as the Most Important and Foremost Component

            I am confident that reader will agree that People – Call Center Team, including yourself is the most important aspect that their safety should be put first. 

            To develop a plan for People Layer, starts with the following steps:

  • Involve your senior management and determine one Chief Commando when an emergency situation occured, he/she is the one who will lead to declare the closing of Call Center’s operation and send the staffs home, so that no further confusion and ambiguity.  It is recommended to have only one lead commando in order to save time.  In an emergency situation time is very critical and important.
  • Identify key personnel, decide who as the warden in Call Center for each floor/location, who will be responsible to disseminate information, if Call Center staff is being relocated, who will lead all the personnel in the new location or in the temporary evacuation location.
  • Discuss with your Security team, how to exit from the Call Center location to the established safety point, how to handle employees in the emergency situation.  Study and follow the requested steps.
  • Ensure that all floors where Call Center located follow the evacuation procedure, evacuation flow is mapped out clearly and included in the Real Time Management plan (or so called Daily Managing Contact  Center in 1-6-8 Best Practice Approach Model). Show this plan in one big paper and attached it to the wall, so that it would be a part of your Call Center’s Daily Managing Contact Center.
  • Identify and arrange MoU if possible with nearest hospital and nearest hotel or apartment.  Whenever Call Center staff required a treatement or being evacuated, those location is the target for meeting or evacuation point.
  • The communication flow in emergency situation and who is in charge should be printed out in big posters and shown in visible locations to be a guidance when a crisis take place.


A few basic guidance that can be used:

  • Follow direction to monitor information through the established  communication line,  such as the concept in Multi Level Marketing in announcing the work schedule change.  For example, you send SMS to 3 staffs and the 3 staffs will diseminate the information to the other defined 3 staffs.  You should have a complete list of phone numbers or mobile numbers and it should be updated continuously.  This list will definitely help us in our daily operational.
  • Follow the established Emergency Instrucstion, allow one Chief Commando  to make decision.  Emergency processes should be identified by each force majeure type, and  by other type of emergency situations such as earthquake, flood, riot or other condition such as bomb explotion in the location near you.


The following is the sample of standard procedure based on my 15 years experience in the Call Center:

  • Assign who will be the emergency team that will be on duty (usually men or those who live near the office location; not being discriminated but in my country Indonesia, it’s quite common that women will get priviledge).
  • Send home the team that will not required to work Put announcement in PABX in accordance to the situation to filter the number of incoming calls, hopefully Customer will understand if there is a decreasing service in this emergency situation.  If IVR does not work and PABX still can operate will, you can decide when to turn on the PABX’s announcement to replace the IVR.
  • Supporting Team from other division can help out as Call Center staff while Logistic team can help to prepare Call Center staff needs such as food supply.  For instance during Jakarta May 98 Riot (The unrest that took place in Jakarta Capital City in May 1998), supports from other divisions are really needed to assist the team with night duty  or to help prepare the nearest accomodation.
  • Decide what service will still be served and what additional service that is informative and not required immediately by the Customer.
  • If you have secondary Call Center site, you may come to a situation where you should stop  the main Call Center operation, you  can directly route the traffic calls to the second site.


Multiple Site Call Center as Solution in the Emergency Situation

            We can explore the option of having secondary site Call Center as the back up of the main one.  If we would like our Call Center to have a perfect back up, then the solution is to duplicate the Call Center in other location.  However, the duplication does not need to be 100% exactly the same, it is enough by providing ordinary office space, telephone set, standard application without CTI or even only half capability of the main Call Center.  If this is the choice that you should identify the main and critical processes should be put first for resolution purpose compare to other that still can wait.  The agreement with certain outsource vendor to handle Customer when an emergency situation occured is also considered as a solution of multiple site Call Center.  The author once has come across an agreement between 2 divisions of Call Center, each has different function but can back up each other in the emergency situation as their locations are in 2 different areas and they formulate this together.


Some of the imporant things need to be kept in mind in establishing the second Call Center are:

  • Discontinued electricity supply is one of the most common system problem in certain area.  The damaged due to electricity off is one of the most hardest damage that can not be restored, which cause the hardware damaged, and sometimes it is very expensive and needs to be replaced and our data needs to be deleted.
  • Multiple collective connection to trunk, network, or other component can also cause collective failure so that system become more susceptible.  Involve your IT team in this initiative


Audit Solution for Call Center’ DRP

After you establish the DRP, do not forget to audit the prone points and prepare solution to complete the DRP strategy into 2 main parts:

  • Rehearsel – rehearsel – rehearsel or Contigency Plan Testing.  All Call Center staff should understand and participate in the rehearsel by groups so that each staff knows their roles.  Plan what should be done in emergency situation with one Chief Commando  to lead in this kind of situation.
  • Audit UPS to ensure the power supply is not discontinued and try to protect all the critical components to sustain the continuity of your business.



Note: this article is published in


Publish Date: May 14, 2011 9:04 AM

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