Company Overview:

Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.

Company Overview:

Bank Rakyat Indonesia (or abbreviated as ‘BRI’) is a state owned Bank by the government of Indonesia. Our contact center called ContactBRI 14017 becomes the central of products or services offering support, serving queries, questions concerning services and complaints. And all operational activities in common, the customers are more adapt than ever. Few of ContactBRI 14017 contact center key roles are: · Represent BRI company image to our customers based on our motto “true service from the heart". · Effectively address BRI excellent performance on the customers’ relationship and customers loyalty perspective · Creating real business value through efficiency, revenue and growth along with BRI business growth. Proven by national, regional and international recognition. · Provide excellence customers’ satisfaction for BRI loyal customers, support our customers and increase business at the same time.

Role of the Center:

My job title is Workforce Planning Officer The key roles/responsibilities are : - Collecting, processing and analyzing data/information related to Forecasting, Staffing and Scheduling process - Preparing monthly and weekly scheduling and maintain changes if necessary - Implementing the Real Time Monitoring of each queue to ensure agent’s availability on schedule and ensuring the determined target - Coordinate with other unit or related parties (external and internal) to accelerate actions needed during real time monitoring - Prepare reporting on evaluation of forecasting and agents availability - Develop staffing plan for 3 years planning with monthly basis to anticipate fluctuation - Gather, analyze and calculate utilization and Service Level achievement to understand the opportunity for efficiency

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.Bank Indonesia also reports its projected and actual annual budget to the Government and House of Representatives. Furthermore, Bank Indonesia is obliged to disclose its annual financial report to the National Audit Office.

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:

Since its establishment in 1946, BNI has always been part of the dynamics of national development in Indonesia. Within that time frame, BNI has also grown and developed into a solid national bank with sustainable financial performance. As a bank ‘Serving the Country, Pride of the Nation”, BNI is challenged to continue and increase its contribution for the progress of the nation and country, today and in the future.

Role of the Center:

We support our customers who look for information, complaint, and transaction, as we are also an acquiring bank we also support our merchant.

Company Overview:

Cathay United Bank (CUB) is Taiwan largest private bank which is one of the subsidiaries of Cathay Financial Holdings. CUB has 165 branches in Taiwan and 67 overseas offices. CUB provides comprehensive financial services ranging from deposit, loan, credit card, wealth management, corporate banking and global transaction service to individuals and corporate. In particular, CUB has a strong position in retail banking where we have the largest market share in credit card business and second for wealth management and bancassurance.

Company Overview:

Coca-Cola Amatil Indonesia (CCAI) is a manufacturer and distributor of non-alcoholic ready to drink beverages and has been operating in Indonesia since 1992. It manufactures and distributes under license, the trade market products of the Coca-Cola Company.

Role of the Center:

Today our National Contact Center (NCC) does much more than simply answer phones, we create a “Moments of Truth” every time our customers contact us by creating positive impressions. Doesn’t matter how small or how important the caller is or for that matter if a big wholesaler or a small retailer is calling, our NCC team create positive impressions every time the phone rings. NCC team works with various functions to solve problems faced by our customers and also assist our sales and technical teams, thus becoming an important “cog” in the wheel. We have continued to churn out good performances year after year and won awards and accolades from within the industry and brought honor to Coca-Cola Amatil Indonesia. We haven’t failed yet as far as bringing home 45 trophies from The Best Contact Center Indonesia since 2011, and we can say that our National Contact Center hold a record as a section who contributed most awards for our company and it’s time for us to get international recognition in the most prestigious event Contact Center World 2020. We are today on the verge of a major change, driven by a shift in people and service capability and are ready to embrace the changes brought about by technology in our new system implementation project as our next chapter. We are very delighted to serve CCAI’s Customer and Consumer across Indonesia. Together we will create millions of moments of happiness and possibilities years ahead.

Company Overview:

DHL Express 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. DHL's global network composed of more than 220 countries and territories and more than 300,000 employees worldwide, it offers customers superior service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

Role of the Center:

In our service chain, the Contact Center undertakes the following functions: Handling tracking requests from cash/account customers Handling complaint/claim calls from cash/account customers and forwarding them for resolution to the claims & complaints department Handling price inquiry/booking request calls from cash/account customer and converting them into actual shipments Up-selling value added products to enhance customer success and maximize product revenues Identifying potential account customers and forwarding their details as sales Leads to the sales department Providing cash quotes to potential one time (cash) customers who are unsure of choosing DHL but have shipments to send and forwarding their details to the sales department for follow-up and closure

Company Overview:

Directorate General of Treasury is a part of Ministry of Finance of the Republic of Indonesia.

Role of the Center:

Our main role is to be the one and only contact center in our organization. This means that our stakeholders have to contact us if they had incidents, problems or questions regarding treasury or government finances. As a government unit, we deliver public services to the other government institutions and the public. It is a big role for us because it is widely known that the image for a government contact center is quite different from the private contact center. We need to prove that our service deliveries are as good as the private sector.

Company Overview:

Direktorat Jenderal Bea dan Cukai (Indonesia Customs and Excise)

Role of the Center:

The main role of the center is to provide certainty to the public when they need information related to customs and excise, or when they want to convey input / criticisms / complaints related to regulations, violation of our employee code of conduct. The information conveyed with targeted, timely, accurate, and as a quick response to the needs of society.

Company Overview:

At FuturePeople we're passionate about the role that contact centres play in customer engagement; creating brand advocates in each and every interaction. Our focus is on the people aspect of contact centres: helping organisations serious about customer engagement, find, select and engage the very best people for their contact centres. Over the past ten years as contact centre specialist we've evolved in relation to the industry's changing needs; diversifying into research and training for frontline agents, team leaders and managers. Of course it all starts with having the right people, so our 8 step futurefit recruitment methodology for contact centres remains a the forefront of our offerings. Specialties: Recruitment Strategy Design for Contact Centres Recruitment Process Engineering for Contact Centres Talent Sourcing for Contact Centres Utilising Emotional Intelligence (EI) in Contact Centre Recruitment Developing Emotional Intelligence (EI) of Contact Centre Leaders Executive Coaching & Mentoring

Company Overview:

Halo Kemkes 1500567 is the brand of Contact Center. This is the core channel of communication with the public/society and as the realization of Good Corporate Governance and Open Government Information Policy by the President of the Republic of Indonesia. Our Ministry of Health direct report to the President and the contact center is the communication core function in supporting the Ministry of Health statement of direction as below VISION : The Empowered Community in Healthy and Fairness MISSION : • Improve public health status, through community empowerment, including the private sector and civil society • Protecting the public health by assuring the availability of a complete health efforts, uneven quality and equitable • Ensure the availability and distribution of health resources • Creating good governance

Role of the Center:

We are focusing on educating and promoting the Ministry of Health’s programs and public information, also socialization. We receive and handle complaints on public health facilities, government health care, regulation feedback and in effort to provide solution for public.

Company Overview:

Our purpose at Kleu is to emotionally equip frontline agents with to engage with customers without the stress.

Company Overview:

Company Overview:

The Ministry of Communication and Information Technology (Indonesian: Kementerian Komunikasi dan Informatika, literally translated to Ministry of Communication and Informatics) is a ministry of the government of Indonesia that is responsible for communication and information affairs. The ministry reports to the president is and led by a minister.

Role of the Center:

We are the call center regulation government and support all local/cities/municipalities/provinces/other government call center in Indonesia. We assess the market, embrace the industry, drive the people aspect to ensure that Indonesia get the best benefit of this industry growing and make contribution to our economic growth.

Company Overview:

Vision: “Giving The Best Solutions with Highest Service Quality “ We care about our customer needs. That’s why we always work hard to fulfill their needs, and solve their problems by giving the best solutions, and continue to keep good service pre, during and after sales period. Mission: “With a Strong Commitment to Lead Our Clients to be The Best Contact Centers and Customer Relationship Service“ In order to fulfill our mission: we will support our client with the latest, most update and applicable technology, trainings, and also provide various motivational program for the agents.

Role of the Center:

The VP Operations will be responsible for all aspects of client program and relationship management. Develop client and business strategy and ensure execution by our client’s organization to meet their client’s expectations. Responsible for financial management of the business unit with P&L accountability. • Collaborate with various departments and leaders in the development and implementation of strategic plans • Manage and drive results for Service Delivery Operations and performance optimization through client-specific internal KPIs and financials • Direct and audit to ensure adherence to corporate policies and processes, while honoring clientspecific policies & processes • Support and drive the culture within their teams • Partner with stakeholders across the organization in a collaborative manner to ensure consistency within operations • Drive initiatives resulting in positive improvements in margins and the strengthening of enterprise value • Build and develop a world class Operations team, including: providing mentoring, rigorous training, development planning for team members, as well as succession planning • Drive best practices in all areas of responsibility • Maintain close auditing cadence through reporting, observations, and personal contact • Motivate and inspire teams, while building trusting relationships throughout the organization • Work directly with Operations Workforce Optimization teams to deliver client staffing requirements

Company Overview:

OVO is an Indonesian payments, rewards and financial services platform

Role of the Center:

Strategic operational support divisions that holds moment of truth for customer touch points channel

Company Overview:

PERTAMINA's activities in conducting business in the field of energy and petrochemicals, divided into two sectors, namely Hulu and Hilir, and supported by the activities of Subsidiaries and Joint Ventures.

Role of the Center:

Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.

Company Overview:

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services

Role of the Center:

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:

PT. Bank Central Asia,Tbk is the biggest and largest private Bank in Indonesia. The Bank, which is founded in 1957, offers a wide selection of individual and business products and services to its customers. The bank holds the vision to be the bank of choice and a major pillar of the Indonesian economy. BCA total assets reaching over USD 50 billion. BCA supported by 1.160 branches, with total customers of banking and credit card is reaching 13 million customers. Operating 16.783 ATMs and more than 406.463 EDC machines devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.

Role of the 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. So 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.

Company Overview:

GLOBAL BUSINESS is part of the department Digital CRM Global Business which has a map of the role of developing the BPO market off shore since February 2014. We are present as a solution for company's need services in BPO, KPO & ITO by providing human resources with professional qualification such as, well-trained, well-educated along with dedication in service excellence, to deliver customer’s order and ensure their satisfaction.

Company Overview:

As a health support company that supports customers to become healthy through products and services, we will provide unprecedented new value "Insurance + Health (Insurhealth: Insurance Health)", combining the original function of insurance with the function of supporting health (Healthcare).

Company Overview:

Telkomsel is currently the largest cellular operator in Indonesia, With more than 162 million customers. Telkomsel expand to digital business, including Digital Advertising, Digital Lifestyle, Mobile Financial Services, and the Internet of Things. To serve the needs of customers, Telkomsel has MyTelkomsel app, Telkomsel Virtual Assistant, also Telkomsel operates a 24-hour call center and GraPARI services spread across Indonesia. Telkomsel provide excellent service for society and help them enjoy the digital lifestyle, Telkomsel helped build the digital ecosystem in the country. Using various DNA development efforts (Device, Network, and Applications), these are expected to accelerate the formation of the Indonesian digital society. In addition, Telkomsel is also actively encouraging the positive use of technology in the younger generation. Telkomsel will always be present to inspire society by implementing cutting edge technologies, competitive products and services, and innovative solutions. These will lead Indonesia to a broadband-based society based on a mobile technology roadmap. Our love of the country encourages Telkomsel to continue to create the best telecommunication services for the people of Indonesia

Role of the Center:

Service excellence means consistently delivering quality, reliability, value and ease. We set out to exceed customer expectations by anticipating and responding to the needs of all our customers in every segment, and in so doing generate long-term satisfaction and loyalty. Our network of contact center provides ready access to our products, services and assistance to customers anywhere, at any time. Customer may visit to 438 shops all over Indonesia, contact to our 24/7 call centers and poke to our 24/7 social media customer care with the same service standard and high response service level. Our Contact Center has main role as : • Customer Service • Customer Loyalty • Inbound Sales • Outbound Sales • Internal Helpdesk

Company Overview:

Our contact center serves the following purposes across omni-channel touchpoints, starting from delivering reactive and proactive customer support for all inquiries and complaints, Fraud prevention and handling by having your team follow up on purchases and transactions, Information Gathering (leads, feedback, etc) by gathering information on leads, or by having them called and present short surveys in order to figure out what products and services would best serve their needs in the future, customer engagement channels to reach out users during special events-programs-retentions-to talk and engage so that the relations is beyond transactions, and as customer education channels where we inform them on how to use our product better and more secure transactions through all customer education channels. Our contact center are not only serving external customers, but also internal stakeholders (product & technology team) to deliver product launch approval, customer insights, real-time voice of customers, crisis management & recovery, and product ideas to deliver better product & service experience to our end users (buyer & sellers), so our Contact center are not a division in the back office but seat together in the driver seat with the business & product team in an integrated customer-focused team.

Company Overview:

Young Living Essential Oils is a direct sales company with headquarters in Utah, USA, and branches in North America, South America, Europe, Australia, Japan, Singapore, Malaysia, and Hong Kong. Our mission is to inspire individuals to lives of wellness, purpose and abundance with our therapeutic grade essential oils and essential oil-infused products. Through the painstaking steps of our proprietary Seed to Seal production process, we produce the best, most authentic essential oils in the world. We are committed to providing pure, powerful products for every family and lifestyle, all infused with the life-changing benefits of our essential oils

Role of the Center:

Our contact centre was started in 2011 as an inbound contact centre. In 2018, we embraced the need for an Outbound team to generate positive customer experience and create additional revenue for the company. We have 3 departments. An inbound contact centre, an inbound walk in centre, and an outbound team. We have 3 teams in Member Services. 1. An Inbound Team who handles Members queries, feedback and takes orders 2. An Outbound Team who proactively reaches out for campaigns and are very successful 3. An Experience Centre Team which serves walk-in Members