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
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
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
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
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 :
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
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
Dinner at Hard Rock Cafe
Malaysia and Hongkong
Publish Date: November 5, 2011 11:18 PM
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
Congrats to BFI Finance as award to be the Best MultiFinance by Infobank magazine - August 2011
Publish Date: October 8, 2011 5:13 AM
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
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
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
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
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
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
“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:
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 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 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.
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?
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:
A few basic guidance that can be used:
The following is the sample of standard procedure based on my 15 years experience in the Call Center:
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:
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:
Note: this article is published in www.ContactCenterIndonesia.com
Publish Date: May 14, 2011 9:04 AM