Company Overview:

In 2013 the ABSA Wealth , Investment Management and Insurance ( WIMI ) business cluster clearly re-defined the future operating model for its direct delivery channel with a core focus on achieving a sales center of excellence to promote WIMI solutions through its Bancassurance partnership within the Absa Retail Banking channels.

Role of the Center:

Our Contact Centre’s main focus is on Inbound and Outbound Sales of Non-Advice Short Term and Long Term Insurance Products. The centre also supports a Short Term Adviser Force where Adviser Customers are assisted in updating policies etc. We also have a Service Area which mainly focus on setting up appointments for Face to Face Advisers and supporting an Orphan customer base.

Company Overview:

The AIA Group is a leading life insurance organisation in Asia Pacific that traces its roots in the region back more than 90 years. It provides individuals and businesses with products and services for life insurance, retirement planning, accident and health insurance as well as wealth management solutions

Role of the Center:

The role of our Contact Center is as a one-stop-shop for all our customer's protection and financial security needs at every life stage. In addition to this, we also have a team handling customer retention. In short, we manage internal and external customers of my company and this includes assisting on anything and everything our customers need.financial solutions including The Contact Center has 150 seats in total where we manage inbound calls as well as make outbound customer retention calls. We call ourselves Generation CX and We commit to Deliver a Personalized and Trustworthy experience to customers, first time, every time. We do this by 1)Taking Personal Responsibility, 2) Making, Embracing & Keeping Promises, 3)Trusting and Empowering People and 4) Always Thinking Customer.

Company Overview:

Alonet Bilgi provides Call Center, Complaint Management, Customer Experimentation, CRM, Social Media Management, Quality and Process Consultancy services to all industries; with a focus in telecom, finance and retail sectors.

Role of the Center:

We are one of the Leading Customer Experience Centers in Turkey, operating with 750 employees and a capacity of 2.500 seats in 9 main industries such as Telecommunications, Retail, Finance & Insurance. We have 3 Locations in Turkey: Istanbul , Izmir,and Sivas

Company Overview:

Arcelik A.S. Year of Establishment: 1955 Headquarters: Istanbul,Turkey Having operations in durable consumer goods industry with production, marketing and after-sales services, Arçelik A.Ş. offers products and services around the world with its 27,000 employees,15 different production facilities in 6 countries (Turkey, Romania, Russia, China, South Africa and Thailand), its sales and marketing companies all over the world and its 10 brands (Arçelik, Beko, Grundig, Blomberg, ElektraBregenz, Arctic, Leisure, Flavel, Defy and Altus) serving products and services in more than 135 countries. International organization in 27 countries.

Role of the Center:

Arçelik Contact Center is the FIRST Contact Center in TURKEY. It has been operated since 1991. Our principle is make customers to feel the best customer experience 7/24 not in words, but of deeds. In this regard, we strive for being one step ahead of customer’s demands and moves with the vision of “to reach more customers with innovative products and applications in rapidly changing world “provided by optimized processes and digitalized technology with maximum productivity and minimum cost. We have won many awards in the national and international field with our customer satisfaction and CRM applications In our opinion, secret of success for excellent customer experience is managing the perception, empathy and interaction of customer. As a result we want to live and sustain end to end customer experience management. Our contact center includes both support and sales function. We have inbound (white goods, TV, nontv, fcr processes, pos device and other dealer & service system's support teams) Outbound ( sales, inquiry and survey process teams) Solution Center, Back Office, Social Media, IT Help Desk Support, Reporting and Training and Quality teams.

Company Overview:

AssisTT, serving in 20 cities and 25 different centers throughout Turkey with approximately 10 thousand employees, is a customer contact point. It also serves as a strategic companion to many public organizations and private companies in addition to Turk Telekom group companies.

Role of the Center:

As one of the biggest call center company in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.

Company Overview:

Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. BAJ commenced its business on October 9, 1976. BAJ is recognized as a Shari'ah compliant financial institution in Saudi Arabia. BAJ is a client-driven and service-oriented Saudi Financial Group which provides individuals, businesses and institutions with Shari'ah compliant financial services through professional and dedicated staff.

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Company Overview:

From a constitutional standpoint, Bank Indonesia’s status as an independent institution is not parallel with higher state institutions such as the House of Representatives, National Audit Office and Supreme Court. Bank Indonesia’s status is also unlike any State Department as Bank Indonesia’s official position is separate from the Government. Such special status is required to enable Bank Indonesia to perform its roles and functions as the Monetary Authority more effectively and efficiently. With respect to its relationship with the President and House of Representatives, at the beginning of each financial year Bank Indonesia delivers in writing an evaluation of monetary policy implementation and future monetary policy planning.

Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Company Overview:

BPO+, a collaborated entity of two distinctly varied professional corporations, is a provider of World-class Contact Center and BPO services, Telecom System Integration and IT services from the Gulf Countries.

Role of the Center:

BPO+ offers services ranging from primary voice-based inbound and outbound services to non-voice BPO and KPO services. Owing to its rich experience and understanding of the dimensions of customer relations and highly qualified and trained professionals, BPO+ have also successfully branched out into a variety of related services including tech-support, online shop assistance and debt collections

Company Overview:

To maintain its leadership position as a customer experience management company in the era of the connected car, Club Auto has invested wisely in people, processes and technology. Working closely with the top automotive brands in the business, Club Auto has evolved beyond roadside assistance to become a valued strategic partner in the automotive sector. Today, with its world-class solutions centre and robust technology platform, Club Auto provides a full suite of mobility-related services tailored for automotive customers. Club Auto utilizes new and emerging technology to manage the customer experience both inside and outside the vehicle, with the goal of transforming any negative car ownership events into positive brand experiences. Club Auto has been keenly focused on making the right investments to position the company as a top strategic partner today, and one that is well prepared for the future of automotive mobility.

Role of the Center:

Handles customer service inquiries for Club Auto’s client base. Answers all customer contact such as roadside assistant requests, handling customer inquiries related to their automotive concerns and utilizing computer applications to provide exceptional customer service

Company Overview:

GRAN is one of the leader of BPO Contact center in Russia &CIS (founded in 2006). 7 sites, approx. 2000 employees which speak 9 languages and having extensive background in customer service, sales and client relationship. GRAN has experience in different vertical market from Finance& Insurance to Retail and E-commerce and have trusted-based and long-term partnership with a lot of Global and Russian Companies.

Role of the Center:

Our Company is BPO contact center, so we have a number of projects of different types: customer support, tech support, leads generation, sales campaign, market research. Our Company is one of the leader in Russia and CIS market.

Company Overview:

Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings. With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

Role of the Center:

Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased: - Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale) - Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based troubleshooting, and a Mission Critical option with two-hour onsite support, for customers who choose the highest level of support for their most critical hardware assets. In addition, the company provides protection services, advisory services, multi-vendor hardware support, how-to support for software applications, collaborative support with many third-party vendors, and online parts and labor dispatching for customers who diagnose and troubleshoot their hardware.

Company Overview:

DHL Supply Chain Vietnam, a fully owned subsidiary of DHL, is a logistics provider in Vietnam with an experience of more than 10 years, offering end-to-end logistics and supply chain services, a commitment to operational excellence and local market expertise.

Role of the Center:

1. Handle customers' inbound calls on inquiries (DHL Express products and services, freight quotation, customs regulations, suppliers), bookings, tracking of shipment status, complaints. 2. Revenue generation (through Upselling of Time Definite Express products, Insurance) 3. Handle track & trace requests which need cross-function/ cross-country working, complaints and claims, customer's contact on DHL website, post on DHL Facebook

Company Overview:

DHL is the global market leader in the logistics industry. DHL commits its expertise in international parcel, express, air and ocean freight, road and rail transportation, contract logistics and international mail services to its customers.

Role of the Center:

The Contact Centre Supports Customers to purchase our goods and Services, Upsell on the product , Generates New business and identifies potential leads. Serves as a central information Centre for the customers, A tracking platform for customers tracing for their shipments.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market leader in the logistics industry. DHL commits its expertise in international express, air and ocean freight, road and rail transportation, contract logistics, and international mail services to its customers.

Role of the Center:

This contact center receives inbound calls and supports customers to book a shipment, to provide any status update of a shipment, to assist with pre-shipment queries, suggest products that best suits customers’ need. The center also generates sales lead for the company and creates opportunities to upsell products. The mission for the contact center is to become a key differentiator to customers which will lead them to prefer the DHL Express Service over their competitors’. To achieve that mission, the standards of the contact service center are set at high level and KPIs are tracked to ensure that the standards are met. Staffs are well trained for both technical and soft skills.

Company Overview:

The Directorate General of Taxes (the DGT) Contact Center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth.

Role of the Center:

Our Contact Center established in 2008 as a mandate from our President of the Republic of Indonesia in order to support investment climate in Indonesia. Firstly, we only have limited resources with 10 staff and just served limited numbers of our customers. Now, our center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth. Our center has been heavily involved in expanding the database, validation phase, and maintaining the database to deliver a robust system that significantly contributes to the improvement the taxpayer compliance level. In summary, our center has been gradually evolving into the MAIN COMMUNICATION CHANNEL between taxpayers and the Indonesian government for various taxation matters.

Company Overview:

Genex Infosys is managed by a group of young and dynamic people having extensive knowledge and global exposure in the field of BPO and IT services. Genex is the largest BPO Company in Bangladesh is an institute in itself, where in industry leaders are created by following global best practices and high level of professionalism. Genex- Emphasizes on-

Role of the Center:

The role of the contact center in diversified into customer onboarding, customer service through conventional channels such as voice as well as digital channels such as email, sms, webchat, vsocial media, viber, twitter etc

Company Overview:

Guangzhou public service hotline 12345 is a public service platform of Guangzhou municipal government, which includes government consultation, people's livelihood, government and people interaction, complaint reporting and efficiency monitoring. According to the "government procurement, service outsourcing operation management mode, the hotline by the Chief Management Office of Guangzhou Municipal People's Government shall be responsible for the specific management and supervision by the China Telecom as a supplier to undertake the hotline call center platform, customer service team, business operations management, multi channels and intelligent building outsourcing services.

Role of the Center:

Our role of the contact center is support customers. We provide Guangzhou citizens civic service inquiry and processing, compliant and advice collecting.

Company Overview:

HMC has been the principal public healthcare provider in the State of Qatar for over three decades, and is dedicated to delivering the safest, most effective and most compassionate care to each and every one of our patients. HMC manages eight hospitals, incorporating five specialist hospitals and three community hospitals. HMC also manages the National Ambulance Service as well as home healthcare, both accredited by Joint Commission International. While HMC continues to upgrade its facilities and services, it has also embarked on an ambitious expansion program, targeting the areas of need in our community.

Role of the Center:

BPO+ have been working with Hamad Medical Corporation for over 3 years partnering to deliver the HPCC and RBMS services to support the Patient care mission. We very closely understand and have been actively contributing into the Vision of our Emir to provide high quality healthcare services to all citizens and residents in the country, which meet the best global standards of quality and outcomes. BPO+ and HMC wanted to highlight their fruitful partnership to the world , so that could provide meaningful learnings from this partnership to others in the filed.

Company Overview:

HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS is a leader in optimizing the customer experience and helping our clients to become more competitive. HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise span the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.

Role of the Center:

HGS provide a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services.

Company Overview:

HKT is Hong Kong’s major telecommunications service provider and operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers. HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited. HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.

Role of the Center:

Our contact center is an inbound team for sales to promote our telecommunication product including Broadband, Fixed Line and Pay Television entertainment, namely Quadruple Play. We are one of the largest sales base contact center in telecommunication industry in Hong Kong. Our center have multi-channel to communicate with our customer, including hotline, online live chat, social media and even face-to-face service. Our multi-channel allow our customers to contact with us in everywhere at every-time. We also need to analysis the trend and plan for different campaign to maximize the sales opportunity in the telecommunication market. In 2016. Our center handling around 1,906,000 inbound calls, and 3,000,000 outbound calls.

Company Overview:

ICICI Lombard General Insurance Company Limited is a joint venture between ICICI Bank Limited, second largest bank of the country and Fairfax Financial Holdings Limited, a diversified financial services company engaged in general insurance, reinsurance, insurance claims management and investment management. We are the largest private sector general insurance company in the country with a Gross Written Premium of Rs 83.07 billion (FY 2016). The company issued over 15.80 million policies and settled over 1.62 million claims as on March 31, 2016.

Role of the Center:

Our Contact centre is christened as Customer relationship Team (CRT). The senior management of ICICI Lombard took a strategic decision to in-house the contact centre to deliver superior customer experience and CRT was established. We believe in delivering superior customer experience at all times. Keeping in mind the nuances of customer’s business and individual needs, best suited and customized risk solutions are provided. Whilst religiously introspecting on our own processes to give ease to our customers, we also adapt best practices from other industries and our competitors.In the pursuit of being deeply customer centric, we consistently revisit our processes to explore the possibility of introducing innovative technology and to deliver solutions to the customers swiftly. We set our standards high by being sensitive to our customer at his hour of need. We introduce new practices to introspect ourselves to take corrective measures wherever required. Innovation is put to use by integrating multiple applications to facilitate the CRM with a single interface (Bridge) which will provide all vital information in one single view. This enhances the quality of interaction with our customers and it also helps us to reduce repeat calls.

Company Overview:

IGT, formerly known as GTECH Corporation, began as start-up in Rhode Island in 1980, with a focus on lottery technology. From its roots in the smallest state in the U.S., GTECH quickly grew into the number one global lottery technology business. On April 7, 2015, GTECH S.p.A., the former parent company of GTECH Corporation, completed its acquisition of Nevada-based International Game Technology, a global leader in casino and social gaming entertainment. In connection with the acquisition, GTECH S.p.A. was merged with and into International Game Technology PLC (“IGT PLC”) and on that same date, IGT PLC was publicly listed on the New York Stock Exchange under the ticker symbol “IGT.” IGT PLC became the parent company of GTECH Corporation, and IGT PLC and its subsidiaries are collectively branded as “IGT.” On October 1, 2015, to reflect our unified identity as “IGT,” the company name of GTECH Corporation was changed to IGT Global Solutions Corporation.

Role of the Center:

Technical support for customers using our equipment at their site; dispatch technicians for field service; incident management.

Company Overview:

Mashreq has provided banking and financial services to millions of customers and businesses since 1967. We are one of UAE's leading financial institutions with a growing retail presence in the region including Egypt, Qatar, Kuwait and Bahrain. We focus on providing our customers access to a wide range of innovative products and services. Our branch network extends across the UAE with one in every two households in the UAE banking with us. We also have customer service centres in key retail locations and one of the largest ATM networks in the country. We also have 12 overseas offices in nine countries, including Europe, US, Asia and Africa.

Role of the Center:

Our Call Center is a highly professional, multinational, multilingual contact center which provides 24 x 7 SUPPORT catering entire Retail Banking Group. This team is backed by the best in class IVR and dynamic call routing technology – a perfect balance of efficiency and personalization. We operate on the core belief of customer centered Innovation and a currently working on pushing our First Point of Resolution scores northwards of 80%. We servicing the following unique geographies and customer segments:- – UAE Banking, Qatar, Bahrain & Kuwait – Priority Banking – Gold and Private Segments – Securities – Small & Medium Enterprise – Interacting with 140,000+ customers every month – Our entire product suite can be bought over the phone

Company Overview:

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.

Role of the Center:

We assist plan participants primarily through phone calls, but additionally through correspondence and e-mails. We assist from their original plan enrollment date through their final retirement date with signing up, increasing contributions, loan processing, distributions, and retirement estimates. Our contact representatives assist with financial transactions to re-balance portfolios, establish investment models, and exchanging investment options.

Company Overview:

Merchants is a leading Customer Management Outsourcing solution provider specialising in delivering exceptional customer experiences. We are pioneers in the contact centre industry with almost 35 years of experience in designing, building and operating contact centres around the world on behalf of blue chip clients. Our services and solutions are built on tried and trusted models, systems and processes that are based on best practice standards.

Role of the Center:

The Global Service Centre operated on behalf of Dimension Data acts as the primary interface for DD’s customers should they need to invoke any support services. Services range from simple catch and dispatch incident logging, Fast Fix First Call Resolution calls, Remote Desktop support, live event monitoring. These services are provided to local, as well as multinational clients, and the Centre is operated around the clock 265 days a year.

Company Overview:

Pay TV Company based in South Africa, offering various TV and online-based entertainment services such as movies, series, sport, documentaries, and actuality programs. These are offered on various platforms including Digital Satellite TV, Web Streaming, and Mobile TV. Multichoice South Africa is owned by Naspers - the largest company on the Johannesburg Stock Exchange.

Role of the Center:

The role of my contact center is to provide customers with information to address inquiries regarding products and services. In addition to that we help resolve any customer complaints. For instance, a customer would like assistance in opening a new dstv account or would like to be assisted in resolving a problem with a technical query. We also help our customers on how to use equipment or resolves issues with equipment mainly their decoders, mobile devices. Turning on and off accounts or suspending them as well.

Company Overview:

New York Life Insurance Company is the third-largest life insurance company in the United States and one of the largest life insurers in the world, ranking #61 on the 2016 Fortune 500 list, with about $550 billion in total assets under management, and more than $21 billion in surplus and AVR. In 2007, NYLIC achieved the best possible ratings by the four independent rating companies. Other New York Life affiliates provide an array of securities products and services, as well as institutional and retail mutual funds.

Role of the Center:

Our contact center role is to service existing customer's policies and sell to new prospects through a Direct Marketed Life Insurance. We also handle help-desk calls for field life insurance agents, helping them navigate through different web sites to help increase the company’s over all sales.

Company Overview:

NTT Communications provides a broad range of global networks, management solutions and IT services to customers worldwide. The company is renowned for reliable, high-quality security, hosting, voice, data and IP services, as well as expertise in managed networks and leadership in IPv6 transit technology. NTT Communications’ extensive infrastructure includes Arcstar™ Global IP-VPN and Global e-VLAN, as well as a Tier-1 IP backbone reaching more than 150 countries in partnership with major Internet service providers.

Role of the Center:

Our hybrid contact center was launched in 2002 and we support customers.

Company Overview:

We are committed enriching people’s lives. We are passionate about the ability of our technology to enable human growth in the communities we operate in. We are a community-focused business so we have a responsibility to our customers to help contribute to the social and economic development of the communities we operate within. Even though we are bringing the world’s most advanced 3G technology to Myanmar, we are more than just Technology. Our people make the difference in our business. We are building a Myanmar business with Myanmar people to help us serve our Myanmar customers to the very best of our ability. Our promise is to continue to build our relationship with you in a caring, connecting and challenging way.

Role of the Center:

The main role of our contact centre is to provide customer service and experience to all of the Ooredoo Myanmar customers and prospects. This includes providing care to our Consumer, B2B Trade and VIP segment ensuring all of whom receive a market leading customer service. For each one of these segments we adopted a different approach ranging from self-service/high deflection to high value add/personal almost concierge service; with this in mind each segment had a separate target for cost to serve which ensured that from a budget perspective there was never pressure post launch to dilute our service provision. From launch our contact centre has provided support to our customer base via telephone, email and fax. In addition to these channels we also launched with a full social support suite for our customers which combines Facebook, Viber including ChatBot as well. This has resulted in 70% of all customer care interactions today being handed through our digital channels. Ultimately this complete service provision has resulted in customer satisfaction scores exceeding 80% and Ooredoo Myanmar's Cotact Centre being recognized in Myanmar for becoming a service experience role model in Myanmar not limiting only to the telecom sector.

Company Overview:

PT Angkasa Pura II (Persero), is one of the State-Owned Enterprises engaged in airport service and airport-related services in the West part of Indonesia. The establishment of Angkasa Pura II aims to carry out the management and operation of airport services and airport-related services by optimizing the empowerment of its own resources and the implementation of good corporate governance practices. Angkasa Pura II has managed 14 airports. As a State-Owned Enterprise, Angkasa Pura II always performs its obligation to pay dividends to the state as shareholder. Angkasa Pura II also always committed to provide service and consumer protection to airport service users, implement good corporate governance practices, improve employee and family welfare and increase social awareness to the general public and the environment around the airport through Corporate Social Responsibility program.

Role of the Center:

Our Contact Center has evolved from traditional Call Center as complaint logging department, now already have a strategic role within the Angkasa Pura II corporation. In the end of Year 2017, in supporting Angkasa Pura II company Giant Goals the Year 2020, the management established new organizational structure that managing the Contact Center 138. One of the biggest change was the transformation of Airport Contact Center from a sub-division into a division which handled call center voice, non voice interaction, social media, and aiming to customer’s engagement. Airport Contact Center should become an operational vehicle for all units in our company, authorize to follow up all complain in a reasonable response time.

Company Overview:

PT Kereta Api Indonesia is a site owned company, the one and only railway transportation in Indonesia. We built contact center on April 1st 2010. Because the company changed its focus from profit oriented to customer oriented and implementing Law no.23 of 2007 regulations on minimum service standards.

Role of the Center:

Contact center become the memorable service that gives information, education, help the ticket reservation, and problem solving to the customer. It becomes a bridge to provide information and interaction between company and customer.

Company Overview:

Telkom Indonesia is the telecommunication business unit mainly focused in fixed line telephony, internet and data communications. It is also the parent company of the Telkom Group, which is engaged in a broad range of businesses that consist of telecommunication, multimedia, property and finance services. As well as opening new revenue streams for the company, Telkom’s focus on delivering IME also represents Telkom’s contribution to the economic and social development of the nation. Telkom customers are divided into Three Groups: Consumer Service Division, which handles personal customers. Business Service Division, which handles the business customers (Small, Medium, Enterprise). And the third, Corporate service division, which handles TELKOM Corporate customers. Each division has its own contact center. Contact Center.

Role of the Center:

Role of YOUR contact center (i.e. support customers, sell products etc - please outline for judges) CC 147 is one of TELKOM contact center for Consumer Member. It provided CC 147 for Contact center for 24/7, which held Inbound Services, Outbound Services, and Engineering Services. Outbound Services had a task to profile the customer characteristic and their needs of telecommunication product. After they doing profiling they can selling product that needed by the customer, and also caring their product. Our Outbound services were not just about sales, but it’s more like a Consultant. Inbound had a task to help customer troubleshooting problem, oversee Provisioning and interference ticket, and also serve TELKOM products information and it’s registration. And the last are Engineering agent, they had a task as a help desk that squire product activation, coordination with other backroom area, and also maintaining the Infrastructure network for TELKOM Business Customer

Company Overview:

BCA was first founded on 21 February 1957 as Bank Central Asia NV. The Indonesian Banking Restructuring Agency (IBRA) took over BCA in 1998. Thanks to its management's business sagacity and shrewd decision making, full recovery was accomplished later in the same year. In December of 1998, third-party funds were back at the pre-crisis levels. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.

Role of the Center:

Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reach by phone, email, fax, video call, twitter and web. Halo BCA services : banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/syariah, branches, outbound calls, and many more. The key to successful Halo BCA is our reliable team with up to date technology to provide any solution to any problems Customer may have. Halo BCA contact center as the channel, PT Bank Central Asia,Tbk as the organization and also the community where we are grow and at the end bring value to the country level. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing with us. So in summary, Halo BCA role is supporting services, provide value added interaction, support for Customer growth, and contributing to all aspect of business and country.

Company Overview:

Randstad Holding is a temporary and contract staffing organisations. Set up in 1960 by Frits Goldschmeding in a one-roomed office in Amsterdam, it now has 1,600 branches and 642 in-house locations at customer sites in Europe and North America.In Portugal, Randstad Contact Centres collaborates, as a partner, in the start-up of many of the main Portuguese Contact Centres, in fields such as Banking, Insurance, Telecommunications and Services. Holder of the means and expertise required to quickly and effectively meet the most stringent human resource requirements, whether temporary or permanent, Randstad Contact Centres is a business partner of resource management companies, providing a global service, so that, together, they may achieve high levels of customer satisfaction.

Role of the Center:

Our Contact Center is a Support service to customer one, for a telecommunications company and we: - Handle inbound calls: customer calls us to obtain information about equipment’s, services, tariffs, to report malfunctions, ask for help and Customer retention; in my contact center we handle inbound calls for mobile and fixed services, for 7 different segments of our Client customers and 1 for internal Customers; - Handle Outbound calls to campaigns launched by our client; - Back-office: beside treating the Work-Orders requested by our answering agents, we deal with Email Response.

Company Overview:

Located in Dallas, RealPage provides on demand (also referred to as “Software-as-a-Service” or “SaaS”) products and services to apartment communities and single family rentals across the United States.

Role of the Center:

We are the largest centralized leasing and maintenance contact center for the Multi-family and Senior housing industry. Our well trained associates work around the clock as natural extension of our partner’s on site teams to field prospect inquiries and resident maintenance requests by phone, chat or email. We never miss an opportunity to deliver exceptional prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes!

Company Overview:

Robi Axiata Limited is the second largest mobile phone operator of Bangladesh and the first operator to introduce GPRS and 3.5G services in the country. The company has introduced many first of its kind digital services in the country and has invested heavily in taking mobile financial services to the underserved communities in the rural and semi-urban areas.

Company Overview:

Scivantage is a financial technology company with a relentless dedication to developing solutions that help financial institutions reach their goals, manage their businesses more efficiently, and generate new revenue. Scivantage was built on the vision of delivering high performance technology solutions that redefine and streamline the way financial institutions, financial professionals and their clients transact business. Recognized by FinTech 100, Inc. Magazine and the Deloitte Technology Fast 500, we have continued steady growth to become a leading financial technology provider to some of the most prestigious firms in the industry.

Role of the Center:

The Scivantage Call Center is the first point of contact for all production service issues opened by our clients. The team has complete oversight and management of issues throughout the lifecycle of the support process. When issues are opened, the Call Center team evaluates the reported service issue to ensure the issue is understood, can be reproduced, and will attempt to resolve the issue. In the event the issue needs to be escalated, the Call Center team works closely with internal departments to diagnose issues and action the tickets accordingly. Throughout the life cycle of the reported issue, the Call Center team creates reports to track statistics and progress to communicate the status to the client.

Company Overview:

We are an outsourced contact centre that supports retailers and manufacturers. We deal with customer servicing and consumer services. Our number appears on the back of packs for certain products. If a consumer is unhappy with the product, they connect with us via telephone, email or any social media channel.

Role of the Center:

We offer end-to-end solutions that include courier service to pick up the damaged product and transport it to a lab for independent testing. We also manage an electronic voucher system for consumer redemption. We process orders of products that go onto the shelves at retail outlets as well.

Company Overview:

Sell products in the short term insurance sector as well in the assurance and secured lending segments. We also sell short term commercial insurance across South Africa. We sell products that cater to the specific needs of our clients in a way that is truly customer-centric. As a brokerage, we have access to a panel of underwriters whereby we can ensure that we get our clients the best possible deal at every juncture and also do the shopping for them in order to save them time and stress should they lack the specific acumen that is associated with insurance. We have two sales contact centres which are divided into multiple arms that service specIFIC clients with defined income bands. We also group related insurance products such that we are able to solve our customers' problems in a holistic sense. We have a variety of products within each insurance category requiring our consultants to be highly knowledgeable, multi-skilled, and experts in treating our customers fairly.

Role of the Center:

Simply put, the role of the sales contact centre is to provide peace of mind to our customers and to sell a product that meets their individual needs and will be there should they need it.

Company Overview:

As a licensed financial services provider Talksure offers broker and intermediary solutions including personal lines, short term insurance, long term insurance and medical gap cover. Talksure takes great pride and responsibility in being an authorised financial services provider. We do not just follow guidelines for compliance and treating customers fairly we live those values and this is what differentiates us from our competitors. We have an ever growing team of highly skilled, fully accredited customer consultants as well as, trainers, coaches, quality assurance assessors and key Individuals, who together ensure top quality sales are generated and services of a high standard are rendered to our clients, as well as our partners and their client base. Furthermore, we are accredited with INSETA and receive funding annually to further upskill and develop our people to ensure that we stay abreast of industry trends and customer requirements.

Role of the Center:

Being one of the leading contact centres in the country we strive to make every call a success, be it a sale or service. We believe that our telephone etiquette and mannerisms place an everlasting impression in the minds and hearts of those we interact with. Additionally, we offer a wide range of insurance products at affordable premiums making it accessible and affordable to all.

Company Overview:

Telecontact started in 1999 among first outsourcing call centers in Russia. Now the company operates a distributed contact center system of 18 sites in 9 cities over 5 countries: Russia, Ukraine, Belarus, Kazakhstan and Uzbekistan; the overall amount of full time equivalent agents now is 3500+.

Role of the Center:

Telecontact provides the full range of inbound and outbound services, involving all up-to-date communication channels. The industries most presented in clients portfolio are Banking (50%+), E-commerce, and Telecom. Since 2009 the company has the biggest revenue share on Russian market.

Company Overview:

Teleperformance in India, established in 2001, is the leading provider of outsourced Omnichannel Customer Experience at every single opportunity. Known for its quality offering and outstanding people practices, Teleperformance in India evolved into the preferred offshore contact center outsourcing option for English speaking nations. It is also a known name within the domestic market for its full suite of solutions extended in English and 10 regional languages including Bengali, Gujarati, Hindi, Kannada, Malayalam, Marathi, Oriya, Punjabi, Tamil and Telugu.

Role of the Center:

With operations spread across Gurgaon, Indore and Jaipur, over 13,000+ Teleperformers deliver Omnichannel Customer Experience, with solutions ranging from Customer Care, Technical Support, Debt Collection, Customer Acquisition, Social Media Solutions, Data Analytics and Back-Office and other specialized services to ensure consistent positive customer interactions.

Company Overview:

Tower Bersama Group is one of few leading independent tower companies in Indonesia. Our principal business is leasing space for antennas and other equipment for wireless signal transmission at tower sites under long-term lease agreements. The Services now converting to provide overall solution of telecommunication provider needs. We also provide telecommunications operators with access to our Distributed Antenna System ("DAS") networks in shopping malls and office buildings in major urban areas.

Role of the Center:

In Year 2015 we build Contact center as part of Problem Solving / Resolution Center in our company to accept, record and follow up the complaints from our telco customers. But in Year 2016, Senior Management decided to revamp the Strategy of Contact Center not as part of Resolution Center but as the Centralized Point of all Business/Commercial activities in our company. As we upgrade and improve our Company Business from towering Supply to the Solution Network Operation Center or sometimes called as Network Operation Center (NOC) we are upgrading and improving our Contact Center role and competitive strategy. Thus putting our Contact Center now called as NOC Contact Center and under direct supervision of Director Commercial and matrix reporting to the CEO, Operation Director, Risk Management Director and Finance Asset Director.

Company Overview:

Turkcell Global Bilgi was established in 1999, as a Turkcell Group Company. And as Turkey’s leading customer relationship management center (support customers, sell and collection, etc.)

Role of the Center:

we operate with more than 13 thousand employees and a capacity of 7, 500 seats at total of 24 centers, with 19 in Turkey, 4 in Ukraine and 1 in Russia. Besides its broad experience in the telecom sector, Turkcell Global Bilgi combines expertise with a wide ranging customer portfolio in such areas as the public sector, retail, finance, IT, and media/entertainment.

Company Overview:

Vestel is a Turkish home and professional appliances manufacturing company consisting of 18 companies specialised in electronics, major appliances and information technology. Vestel's headquarters and production plant are located in Manisa, while the company's parent conglomerate is the Istanbul based Zorlu Holding.

Role of the Center:

Our contact center supports customers via various channels 7/24, gives help desk service for customers and our authorized technical services, sells products and services such as additional warranty, maintenance tools for home appliances, refrigerators, dishwashers, TV's, smartphones etc.

Company Overview:

Volkswagen Group South Africa is a wholly owned subsidiary of Volkswagen Group AG and employs in excess of 5000 people. The Volkswagen Group comprises eleven brands: Volkswagen, Audi, Bentley, Bugatti, Lamborghini, Porsche, Scania, Ducati, SEAT, Skoda and Volkswagen Commercial Vehicles. The Group operates 60 production plants around the world and nearly 370 000 employees produce about 28 000 vehicles or are involved in vehicle-related services each working day. The Volkswagen Group sells its vehicles in more than 150 countries worldwide.

Role of the Center:

The Volkswagen Group South Africa Customer Interaction Centre (CIC) was established in 2004. To remain a leader in the automotive industry it is imperative to have an acute understanding of customer needs and to ensure that people, processes and technology are aligned and geared to reach and exceed the overall company objectives. The CIC offers its customer base a host of inbound services, namely: 24 hour Roadside Assistance, General Enquiries, Customer Care, Dealer Helpdesk, Fleet Support Services and Social Media that supports a national dealer network of approximately 150 dealerships comprising the Audi, Volkswagen and Volkswagen Commercial Brands. The role of the Customer Interaction Centre is to provide end-to-end Contact Centre services in support of customer loyalty, acquisition and retention. Strategically positioned at the VWSA manufacturing plant in Uitenhage, the Customer Interaction Centre is set to beco

Company Overview:

Web.com Group, Inc. (Nasdaq: WEB) provides a full range of Internet services to small businesses to help them compete and succeed online. Web.com is owner of several global domain registrars and further meets the needs of small businesses anywhere along their lifecycle with affordable, subscription-based solutions including website design and management, search engine optimization, online marketing campaigns, local sales leads, social media, mobile products, eCommerce solutions, and call center services.

Role of the Center:

Our contact center is tasked with engaging our customers with regard to their online presence including their website, Facebook, and search engine rankings. We passionately support every small business with the goal of helping them understand the internet and how it can help their business grow and succeed.