REGISTRATION DESK OPEN

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Welcome and Introduction with Raj Wadhwani, President of ContactCenterWorld.com

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HOW OUR latest design concepts ENHANCE PERFORMANCE AND EMPLOYEE ENGAGEMENT

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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MotivationRecruitmentSocial mediaDigital transformationEnvironmentEmployee EngagementArtificial Intelligence (AI)MotivationTechnologyCustomer ServiceCustomer Engagement/CXManagement QualityInnovationDesignEmployee EngagementAnalyticsCrisis ManagementWellness

how A GREAT contact center design can be one of the key drivers to boost agent performance

Contact Center Bank Indonesia, called Bank Indonesia Bicara, was established on 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, email, walk-in, mail, fax, Twitter, Facebook, YouTube, Instagram and Tiktok. 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.

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OutsourcingTrainingRecruitmentHealth & safetyEnvironmentServiceMotivationManagement MetricsInnovationDesignEmployee Engagement

Bring Our Service Team to the World Class Service Quality

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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Team ManagementCustomer ServiceEmployee EngagementCustomer Engagement/CXCustomer ServicePerformance

Coffee Break

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BEST PRACTICES FROM OUR SAUDI BPO CENTER

CCC takes a holistic, business-first approach to customer experience, maintaining a focus on business results and growing their bottom line. We strive to help our clients enhance their entire customer experience lifecycle, enabling them to build relationships and improve engagement with their customers and unlock new business value. We work with 50+ customers in the domestic Saudi Arabian markets that include government, semi government and private industries. ccc by stc is the first and only certified COPC OSP in Saudi Arabia. Hence we can proudly say that we have the best operational practices and contact center design in the region.

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TechnologyStrategySocial MediaCustomer Engagement/CXPerformanceEmployee EngagementOperational Management

multi year award winning center – our latest best practices revealed

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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MotivationTrainingTechnologyTurnoverRecruitmentDigital transformationStrategySocial MediaEmployee EngagementServiceCustomer Engagement/CXTechnologyCustomer ServiceCustomer Engagement/CXManagement PerformanceInnovationEmployee EngagementOperational ManagementCrisis ManagementWellness

HOW TO MOTIVATE AND REWARD EXCELLENCE - LEADERSHIP BEST PRACTICES

Direct Delivery is a Direct Sales Centre of Excellence which leverages various lead sources, primarily from the Retail Bank customer base, in order to cross sell / up sell holistic Bancassurance solutions via direct and digital channels. Our Partners consist of AIFA, Absa Life, Absa Insurance Company & Retail Bank. Non-Underwritten Long Term, Short Term and Retail products are offered to the Absa Customer base. We drive sales and are committed to best practices and high-quality standards.  

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AttritionMotivationTurnoverSalesStrategyLeadershipLeadershipTeam ManagementEmployee EngagementMotivationTechnologyManagement PandemicPerformanceQualityEmployee EngagementWellness

"Choose the right leadership style for the best operations"

The role of our contact Center is as a primary medium for interaction between customers and the company. We provide world-class services to the end users to give up-to-date information, request, and complaint handling through all interaction channels such as Inbound, correspondence (email), social media (Twitter), website, and mobile apps about our services, including TV cable and internet.

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StrategyLeadershipLeadershipTeam ManagementMotivationCustomer ServiceManagement PerformanceEmployee Engagement

THE PATH TO LEADERSHIP AND LESSONS I LEARNED AT THE BIGGEST BANK IN INDONESIA

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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MotivationStrategyLeadershipLeadershipTeam ManagementMotivationManagement PerformanceEmployee Engagement

AWARD WINNING TACTICS FOR CLIENT MANAGEMENT

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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StrategyTeam ManagementOutsourcingMotivationCommunityBrand DevelopmentEmployee EngagementOperational Management

how our social media team operates - our best practices

Our Contact Center is the only division that communicates directly with customers, making it the spearhead of our customer-focused strategy. We offer personalized service to all customers, proactively solve their problems, as well as create a seamless and effortless customer service journey. We foster loyal customers through world-class and cost-efficient systems, which translates into more active customers, higher revenues, and improved business profitability. We are passionate about giving the best service to our customers while some companies might perceive the contact center only as a platform to channel customers' feedback. As our commitment to give only the best solutions for customers, we empower our customer service agents to do things beyond the checklist such as shipping upgrades, finding a product replacement directly to sellers, and all other things that make customers' shopping experience is running smoothly.

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MotivationTrainingRecruitmentSocial mediaStrategySocial MediaCustomer ServiceEmployee EngagementServiceCustomer Engagement/CXManagement Brand DevelopmentQualityInnovationWellness

BCA So-Med Guardians

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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SecuritySocial mediaDigital transformationStrategySocial MediaCustomer ServiceEmployee EngagementServiceCustomer Engagement/CXArtificial Intelligence (AI)TechnologyCustomer ServiceCustomer Engagement/CXBrand DevelopmentInnovationAnalyticsLive Chat

LUNCH BREAK

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award winning customer service strategies

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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MotivationTrainingSecuritySalesRecruitmentSocial mediaDigital transformationStrategyLeadershipCustomer ServiceEmployee EngagementServiceCustomer Engagement/CXArtificial Intelligence (AI)TechnologyCustomer ServiceCustomer Engagement/CXManagement Home agentQualityInnovationEmployee EngagementAnalyticsCrisis ManagementLive ChatWellness

how Altice – a global telecommunications and multimedia operator company maximised customer service as a priority

Our range of products and services includes fixed and mobile voice, fixed and mobile broadband, TV, and complex communication solutions for corporate businesses. Our call centers, born to help our customers, have been providing high-quality customer care since 1993. Our main concern is to invest in customer care as a differentiating factor, which sets us apart from our competitors. Our call centers were created to help our customers activate and use our services in a comfortable and easy way. We understand the importance of high-quality customer care and use it as a differentiating factor from our competitors. Our call centers are available 24/7, and our agents are trained to provide efficient and effective support. We use our call centers not only as a tool for customer loyalty, but also as a tool for up-selling and cross-selling. We consider each customer call as a "moment of truth", where our agents have the opportunity to win the customer's trust and sell our products and services. Our focus is to provide first call resolution, and to respond to customers' questions with efficiency. Our customer service strategy is centered on delivering a high-quality customer experience, bringing the voice of the customer into the organization, and continuously seeking ways to improve our services. We invest in our CC, and work with the best outsourcing partners to ensure the highest level of customer support. Our call centers are the voice of the customer, and we use the feedback we receive to improve our products and processes.

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OutsourcingStrategyLeadershipCustomer ServiceEmployee EngagementCustomer Engagement/CXCustomer ServiceCustomer Engagement/CXManagement Employee Engagement

raising the bar: elevating customer experience with a world-class vip service team

Our Contact Center is the only division that communicates directly with customers, making it the spearhead of our customer-focused strategy. Our Contact Center mission is to offer personalized service to all customers, proactively solve their problems, as well as create a seamless and effortless customer service journey. Additionally, our efficiently-operated contact center has a significant impact to the company's overall business performance. We foster loyal customers through world-class and cost-efficient systems, which translates into more active customers, higher revenues, and improved business profitability. We are passionate in giving the best service for our customers while some companies might perceive contact center only as a platform to channel customers' feedback. As our commitment to give only the best solutions for customers, we empower our customer service agents to help our customers above and beyond such as giving shipping upgrade, finding a product replacement directly to sellers, and all other things that make customers' shopping experience smooth.

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Team ManagementCustomer ServiceCustomer Engagement/CXPerformance

banking on a VIP Team?!

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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SalesLeadershipTeam ManagementCustomer ServiceTechnologyCustomer ServiceCustomer Engagement/CXManagement Performance

COFFEE BREAK

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every center needs amazing quality – how i help develop this and you can too!

In supporting its duty to facilitate the products and services, Pertamina has established a call center that is the Pertamina Call Center 135. Pertamina Call Center 135 is a service that was established with the goal of being an integrated information service center to capture customer needs and expectations.

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Coaching & TrainingPerformanceQualityQuality

my tips to make your quality second to none IN YOUR CENTER

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide 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 reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.

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Social mediaLeadershipServiceCoaching & TrainingPerformanceQualityQuality

My best practices at championing CX

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SecurityDigital transformationCustomer ServiceServiceCustomer Engagement/CXTechnologyCustomer Engagement/CXPerformanceInnovationAnalytics

how we DELIVER EXCELLENT SERVICE TO our citizens and state in turkey THROUGH OUR COMMUNICATUIONS CENTER

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents

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MotivationTrainingTechnologyRecruitmentSocial mediaStrategySocial MediaHealth & safetyEmployee EngagementCustomer Engagement/CXArtificial Intelligence (AI)TechnologyCustomer ServiceCustomer Engagement/CXCovidPerformanceQualityEmployee EngagementAnalyticsOperational Management

HOW OUR ENERGY COMPANY PROVIDES THE BEST CONTACT CENTER EXPERIENCE WITH GREAT ENTHUSIASM

As the biggest electricity and energy producer and suppliers in Indonesia, PLN has more than 70.000.000 customer all across the country. Contact center is a fast pace industry, which have an important role to represent the company they’re in. The role of contact centers is to provide customer service and support via various channels such as phone, email, social media, web live chat, and others. Contact centers also handle sales and marketing activities and help PLN to build better relationships with their customers. Their duties may range from answering customer complaints, providing technical assistance, escalating complaints, handling billing inquiries, and so on. The use of technology helps contact centers to efficiently manage and prioritize customer requests, improve productivity, and provide faster, better services to customers. Contact center agents are trained to follow specific scripts and guidelines, which ensure that customer queries are addressed efficiently, and their concerns are resolved satisfactorily. Overall, the role of contact centers is essential in maintaining and improving customer satisfaction and loyalty for any organization including PLN.

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TechnologySocial mediaStrategySocial MediaServiceCustomer Engagement/CXCustomer ServiceCustomer Engagement/CXPerformanceEmployee EngagementOperational Management

TRANSFORMING SERVICE DELIVERY

Contact center 123 had an important role as the first laner to connect customer to company services. Contact center also had some others important role to provide information about our sales agenda, and to provide solutions for customer problems.

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Digital transformationStrategyCustomer ServiceCustomer Engagement/CXCustomer ServiceInnovationEmployee Engagement

Everything you need about citizenship in Turkiye

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents

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OutsourcingMotivationTrainingRecruitmentSocial mediaStrategyHealth & safetyCustomer ServiceCustomer Engagement/CXArtificial Intelligence (AI)TechnologyCustomer ServiceManagement PandemicQualityInnovationEmployee EngagementAnalytics

END OF DAY WRAP

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Bowling Nite

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