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:

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:

Public Service in this case focus on 112 Emergency Call Center. The 112 Call Center or branded as ManadoSiaga112 is working as alternative to call for help for emergency situation. The services covering Ambulance, medical aid, police help, disaster recovery like earth quake or eruption condition. Thus also work as central point of coordination between various institution and government sector to work on helping ease the emergency situation.

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:

Myanma Apex Bank Ltd (MAB) was incorporated on 2nd July 2010 with its first branch office in Naypyidaw on 17th August 2010. Our service delivery standard and reliable performance have propelled MAB to a new level of customer satisfaction and trust among the Myanmar people.

Role of the Center:

Our contact center is main communication channel of our bank, Myanmar Apex Bank. Our call center give the customer service as 24hr 7 days service for all banking products such as mobile banking service, internet banking service,prepaid cards service, credit cards service, advising service for small and medium businesses with loans, overdraft and hire purchases options. We give the service for retail and corporate customer of the bank. Beside we give the royalty service for Wealth banking customers,too.

Company Overview:

We at NTT Com CHEO have operated the contact center for over 15 years since 2002, as a technical support desk for the NTT Group and for OCN, the largest ISP service in Japan. We compose both over 1,000 of highly-trained remote/home agents scattered across Japan and real centers as one virtually-unified contact channel.

Role of the Center:

support customers

Company Overview:

PT Kereta Api Indonesia business state owned company in indonesia delivering service for railway company

Role of the Center:

PT Kereta Api Indonesia (Persero) is a state owned company, the one and only railway tranposrtation 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. Contact center strategy is to provide the best solutions to customers and provide the best experience to gain customer loyalty. 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. Contact center 121 has operation’s hour : 24 hours/a day 7 days/ a week , with our motto “You are Our Priority”. Not only as a source of information but Contact Center 121 nowadays become a source of revenue for the company. The average call offer reached around 5000 call per day, and the average of ticket reservations reached 100.000 calls per month, with these number contact center has successfully contribute company’s revenue by Rp 178.529.988.500/ year. Recently @KAI121 has 355.897 follower and has been clarified by twitter in early 2015. We always make improvements to develop our Contact Center, by recruiting best talent, training, using a sophisticated technology, and implementing reward and punishment to employee. Nowadays, our Contact Center become a pilot. Its proven by a lot of achievements in the service’s field and many company visiting and benchmarking to 121.

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:

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:

Our role is to generate qualified leads for the Multi-Family Industry. Our agents are fully equipped to answer all leasing inquiries, schedule visits and gather contact information for apartment communities. This allows the communities to service their residents for a better experience while we manage their leasing inquiries.

Company Overview:

The Leading Cellular Provider in Indonesia performs various network technology services based in GSM, GPRS, Wi-Fi, EDGE, 3G, HSDPA, HSPA and 4G LTE for whole over Indonesia. Telkomsel has cooperated with 362 roaming partners around 192 countries for international services.

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.