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customer experience
employee engagement
business strategies
contact center
Tech Innovation

Presenting the Best in the WorldALL 2020 Award Winners in the contact center world!

Company Overview:

abcallcenter ( SAFIR AB ARAM Co.) as outsourcing Contact Center & BPO, using advanced Technical and expertise substructure?s along with associated worthwhile Managerial experiences which are presents of the past years, will provide Valuable Services at discretion of customer oriented Companies and organizations interested in change and transformation. AbCallcenter as Contact Center utilizing Pro-transformation spirit of Management, has acted upon cognition of the demands of the companies and manufacturing, trading, serving, industrial and other organizations, and In the alignment of attainment of the best, has tried to prepare all necessary supporting & technical substructures.

Role of the Center:

Our Call Center offers its services depending on the type of business of our clients have. Most of our services are customer service call center and customer support. Our call center receives, processes, and responds to over 7 million requests annually through multiple channels, such as voice, chat, email, and social Medias. We are providing a variety of services to our clients such as, customer service, help desk, marketing, surveys and sales. Our main scopes of service are banking, payment, telecom and insurance. We are playing the important role in our clients business and we know we must have a very good relation and understanding of our clients’ vision.

Company Overview:

Allianz, one of the world's most powerful financial communities, serves as one of the world's largest insurance and asset management companies, with over 140,000 employees in more than 70 countries, according to the Brand Finance "Global 500" research. Allianz Turkey, which has 2500 employees, 12 regional directorates, 4000 agencies, more than 2000 bank branch channels and 6000 contracted institutions with 6 million customers in 81 provinces, hosts Allianz Insurance, life insurance and pensions companies operating in the field of elemental insurance under its roof. Allianz's history in Turkey dates back to 1923 and its existence dates back to 1988.

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. 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.

Role of the Center:

Support customert and sell products

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 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 customer, 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:

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:

Borusan Otomotiv, founded with the partnership between Borusan Holding and Giwa Holding operating in Germany has been the Turkey distributor of BMW. With the addition of BMW Motorrad in 1992, Land Rover in 1998, MINI in 1999 and Jaguar in 2014; the range of Borusan Otomotiv has expanded.

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:

CCC is a BPO companies in the field of Customer Care in Europe and has been offering international customer care solutions for more than 20 years. More than 8.500 service professionals at 22 locations in 11 countries have demonstrated competence in Incoming Calls, Outgoing Campaigns, Written Customer Communication via E-Mail, Chat and Social Media, Digitalization, IVR Solution, as well as Backoffice activities. 54 international awards, certifications to EN 15838, as well as the ranking in the Global Outsourcing 100, confirm the high quality standards in CCC.

Company Overview:

DHL is part of Deutsche Post DHL and is the Logistics Company for the world. DHL is the global market provider 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 service quality and local knowledge to satisfy their supply chain requirements. DHL accepts its social responsibility by supporting climate protection, disaster management, and education.

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:

We are a courier company in over 220 countries across the world.

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:

Roles of our Contact Center: - bookings - support customers - tracing - handle claims and complaints - sell services

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:

Dubai Police, 901 Call Center, serving all Segments of Customers, 24 hours a day, year-round, and in 7 Languages. Smart Systems Automatically identifies Callers with disabilities, heart patients and old aged customers.

Role of the Center:

Our organization prides itself in being a Customer-Centric Organization that places great value on capturing customer voice and acting in real time to fulfil customer needs and far exceed customer expectation. We participated in many international awards and won the first place in the Dubai Government Excellence Award in the field of customer service and the best government service via mobile phone. The call center service was launched on 20/10/2010 and it operates 24/7 and aims to always provide low effort/best quality services to all segments of Dubai Police Customers.Capturing customer voice and covering customer needs are Strategic directions to us. our call center deals with suggestions, complains and provide technical support on the use of our organization applications among other aspects of support. All of the above is aligned to the United Arab Emirates government strategy, mission and vision to provide low effort, seamless and Omni Channel services 24/7/365. Managing all of this and achieving pioneering results is what keeps me awake at night.

Company Overview:

International outsourcing sales & retentions providers

Role of the Center:

The main role is adding value to partners in retaining their current base through providing an exceptional level of service and efficiency in a sales and retention operation. Reactivation of lost customers also forms a part of this "reactivation" role, plus cross-marketing value added services to increase the value perception of their clients to their main brand.

Company Overview:

EXL is a provider of offshore business process outsourcing solutions to the Global 1000.

Role of the Center:

We are a large outsourcing service provider with more than 31,000+ professionals across the globe serving 850+ clients from 50 global delivery locations across the United States, Europe, Asia, Latin America, Australia and South Africa. As part of our strategy, “to be where our clients need us,” we decided to invest in a delivery center in Cape Town, South Africa in 2015. We currently serve 2 international clients from our South Africa delivery center. Large UK Insurance Client – we manage inbound Service and Claims calls for this campaign. The scope of work include - Service: Policy changes, Coverage verification, Payments, Refunds, Upsell, assist with document request and Complaints management. Claims: Claim set-up, Cover verification, Instructions to supplier – high complexity work requiring great Customer Service, High EQ and natural ability to exercise empathy Large Australian Insurance Client - we manage inbound Sales and Service calls for this campaign. The scope of work includes - assisting customers with Quotes, Amendments, Product Alignment and Sales, Renewals, Policy changes, Coverage verification, Payments, Refunds, Document request and Complaints management – this voice work is the highest complexity of work we do across other Voice across geographies, as it requires Customer Service, Sales and Negotiation Skills.

Company Overview:

EXL is an outsourcing service provider with more than 28,000+ professionals across the globe serving 800+ clients from 50 global delivery locations in the Americas, Europe, India, Asia, Colombia and South Africa and offer support in more than 25+ languages.

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:

Established in 1946, Garanti Bank is Turkey’s second largest private bank. Garanti is an integrated financial services group operating in every segment of the banking sector including corporate, commercial, SME, payment systems, retail, private and investment banking together with its subsidiaries in pension and life insurance, leasing, factoring, brokerage and asset management, besides international subsidiaries. Implementing an advanced corporate governance model that promotes the Bank’s core values, Garanti has BBVA as its majority shareholder and builds its strategy on the principles of always approaching its customers in a “transparent”, “clear” and “responsible” manner, improving customer experience continuously by offering products and services that are tailored to their needs.

Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution. With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies. We interact with our customers through a variety of mediums such as Telephone, E-mail and Video Call. Credit card inquiries, banking transactions, informative services, digital channels’ services and inbound & outbound sales activities are the main services that we provide to our customers. In addition, we have dedicated groups such as affluent banking, investment banking, mortgage & general purpose loans. By having “Branch Calls Management” unit, besides being the first contact point for the central calls of the retail branches, abandoned branch portfolio calls are directed to the Contact Center to create on the spot solutions to our customers.

Company Overview:

Bimbo Bakeries USA is a leader in the baking industry, known for its category leading brands, innovative products, freshness and quality. We are part of Grupo Bimbo, the world’s largest baking company.

Role of the Center:

The Customer Service Team handles the Contact Center and Social Care for national and regional brands. Customer Care for us means going above and beyond for our consumers. We have created a consumer-centered, best in class approach by responding promptly and efficiently to our consumers. We have established a program in which there is constant communication between the Contact Center and the Social Care team. Dedicated Contact Center Representatives personally reach out to consumers who have an issue or questions. Weekly in-person meetings are held with the Contact Center Representatives and Social Care team to discuss consumer complaints, requests, marketing campaigns, new product launches, trending topics, etc. In 2019, the Team achieved high standards and aligned with the Mission, Vision and Values of our company

Company Overview:

We are a fleet leasing company in Turkey since 2003. Our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We serve customers with more than 240 staff in İzmir, Bursa, Ankara, Adana, Istanbul. We facilitate the lives of our about 6.000 corporate customers

Role of the Center:

We began our journey in 2003 and we continue today as the leading fleet leasing company’s solution center of Turkey. With our solution center service, our main goals are raising standards of our customers and helping them to be successful in their corporate life by providing privileged vehicle and fleet solutions to them. We provide solutions for the needs of our customers with our expert staff which has a good grasp of operational leasing processes and, is experienced in this industry. Our 16 years of operational leasing experience allow us to deeply understand the customer journey and make it simpler, faster, safer and valuable with rapid and highly effective support. Our solution center is serving customers for both aftersales and sales issues via inbound and outbound platform. And also we have a customer complaint & suggestion management team. We deliver accessibility, reliable information, and care to our customers in each interaction, making every contact an opportunity to improve the trust between customers and our company via treating each customer as unique. It is not easy to understand automobile technical for the customers. As solution center of our company, we manage the company-customer communication required at all stages of the customer life cycle through all channels with the philosophy to provide a perfect customer experience. By solving customer requirements and inquiries in a fast and efficient manner, we create maximum customer satisfaction.

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Company Overview:

IGT is a leading gaming technology and services company, providing innovative technology, creative content, and superior service delivery.

Role of the Center:

Support customers throughout the world with their issues and open tickets for incidents when needed. Troubleshooting with retailers throughout the country regarding their equipment that they have leased from the company

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:

Kleu emotionally equips frontline employees to engage with customers without the stress.

Company Overview:

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:

Act as liaison between business and technology teams to deliver services that improve customer experience, reduce call handle times and reduce call volume.

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.

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.

Company Overview:

National Bank of Oman Founded in 1973, National Bank of Oman was the country’s first local bank, forging a rich history with Oman’s local businesses and its economy at large.

Role of the Center:

The primary objective of our call centre is to serve all the customer segments of the bank, from inquiries to daily banking functions, delivering an overall exceptional service accurately, effectively and efficiently. The call centre acts as a convenient extension of the branch and a customer service representative, which can be accessed 24 hours a day, seven days a week, cementing us as the customers’ channel of choice. The call centre agents are trained in supporting all of the bank’s standard products and services – ranging from simple balance inquiries to presenting tailored offerings in line with the customer’s goals or products and services that could be of interest to them. The call centre also handles all customer facing channels as well as receiving and recording customer complaints and compliments. In addition, the Customer Relationship Management (CRM) system manages marketing of the products and services through push SMS services and feeds into the synergy between the bank’s sales channels and branches creating an opportunity to upsell and cross sell. This enables the bank to cater to the customer’s requirements whether it be banking and transactions, borrowing, or the investment opportunities and protection options offered by the bank. The call centre also manages video banking facilities which includes but is not limited to cash transactions, even after business hours. Armed with the CRM system to anticipate the customer’s next request or action, the contact centre agents are able to meet the initial expectation and surpass service expectations for the next steps.

Company Overview:

Noetica is a software development company specialising in intuitive, user friendly software for contact centres. Our software platform, Synthesys™, is a comprehensive package that provides almost everything you will ever need in order to run and manage a successful, effective and efficient call centre operation. Developed over many years and incorporating a wealth of knowledge and experience of the call centre market, Synthesys™ is designed to reduce reliance on IT and empower the business functions to become autonomous and extremely agile by delivering integrated applications to the agents’ desktop intelligently and in record time.

Role of the Center:

Live Person Detection (LPD™) & SNoDrop™ benefits the contact center agent in several ways: - It eliminates accurately and consistently all calls to voicemail and other answering services removing frustration and wasted time. - It increases dramatically agent morale as any outbound calls to customers that would normally just hang up or become abusive on receipt of an outbound call will rarely reach an agent as they are terminated during the AI stage. This means that agents will only be connected to live calls recipients that are actually happy to talk to them. - It increases the number of opportunities to talk to decision makers and typically increases SPH (Success Per Hour) by around 40% thus increasing agents income.

Company Overview:

Established in 2003, Ocular Technologies is a specialist enterprise communications company and turnkey services provider. The company has made its mark at the forefront of the industry as a preferred partner for large-scale corporates, SMMEs and government affiliates alike. ??With a reputation of in-house excellence and capability, its portfolio has now expanded from the contact centre industry to include emerging technologies that centre on enhancing the customer experience and delivering consistent ROI. The solutions we provide include Contact Centre Interaction Management and Optimisation platforms; Microsoft Lync, SharePoint and Dynamics deployments; social media monitoring and tracking; and cloud-based services and solutions such as LyncOnline, Office365, OcularConnect Hosted Contact Centre and OcularWired Hosted Workforce Optimisation. ??Ocular Technologies is 100 percent black owned and a South African Level 1 BEE Contributor with a procurement recognition level of 135 percent.

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:

Pegasus is an airline in Turkey, which provides transportation opportunities on point-to-point basis in short and medium range flight lines and aims to set up a wide flight network with high flight frequency for guests. Pegasus Hava Tasimaciligi A.S, which was founded as a joint venture company on 1990 by Aer Lingus Group, Silkar Yatırım ve Insaat Organizasyonu A.S. and Net Holding A.S., entered into commercial operation with two airplanes. After being acquired on 2005 by Esas Holding A.S. owned by Sevket Sabanci and his family, Pegasus started scheduled domestic flights in November of the same year and became the 4th top among the scheduled airlines operating in Turkey. According to the final structure of partnership after the Initial Public Offering; 34.5 % of shares are floating in Borsa Istanbul and 65.5% belongs to Esas Holding A.S, whereas the rest is owned by Sevket Sabanci and his family.

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.

Company Overview:

ProcedureFlow was launched and incorporated as Gemba Software Solutions on April 9, 2015 and is now helping a growing list of companies across many industries deliver the same results to their organizations.

Role of the Center:

With ProcedureFlow, agents are exposed to real contact scenarios from day 1 in training. Instead of memorizing large volumes of information, they can quickly get familiar with different contact scenarios, and start work sooner with confidence. This ensures that agents aren’t overwhelmed when they begin taking calls, and don’t have to go searching for information or get help from a supervisor when they get stuck. ProcedureFlow guides them through every type of contact scenario no matter how simple or complex. This enables them to navigate any scenario with ease, improve their individual metrics and performance, and better assist customers.

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:

At Pusula Call Center, our customers' requests for operational excellence, sustainable services and offering appropriate solutions in accordance with customer price are met with are experience since 2009. We offer innovative business models and professional solutions beyond the expected service.

Role of the Center:

Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication

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 carefully selected and well-trained associates go the extra mile working around the clock as a natural extension of our partners' onsite teams to field prospect inquiries, resident maintenance concerns among others, via requests by phone, chat, or email. Our partners have let us know that in a head-to-head comparison with our competitors, we capture more leads and qualified visits resulting in more leases. We are also proud to be our partners' first responders regarding both emergency and non-emergency maintenance issues 24/7. Our associates are service professionals. They are friendly, empathetic and reassuring as they support our leasing and maintenance solutions using innovative tools and continuously improving processes. We never miss an opportunity to deliver prospect and resident experiences with our friendly and engaging team who believe we have the best job helping people find and enjoy their homes! Overall, our company Realpage continues to evolve as an organization as we rethink & continue to innovate the way we lead in the living industry. We change how the world experiences, utilizes, and monetizes rental space - for working, living, or vacationing. And with our contact center solutions offering Contact Center 3.0 now, we continue to lead the industry with enhanced and pace-setting products! We under-commit and over-achieve. We never miss a lead, and deliver a consistent prospect experience, and improve leasing results with Realpage Contact Center.

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:

Tele2 AB is a major European telecommunications operator, with about 34 million customers in 10 countries. It serves as a fixed-line telephone operator, cable and Digital television provider, mobile phone operator and Internet service provider.

Role of the Center:

The company's Distance service is engaged in processing incoming and outgoing customer requests for company services. Support is provided on the voice line, in digital channels, including SM

Company Overview:

Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.

Role of the Center:

Customer Care, Customer Service, Acquisition, Technical support, Debt Collection, Back office and Chat and Sales

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.

Company Overview:

Truphone provides businesses and individuals with mobile phone plans. We built a single network for the whole world on a fundamental premise that global network's mobile network should be build without consideration for country borders which is completely different than most operators today. We bring you closer to your contacts. We give our customers 8 international numbers on a single SIM which effectively makes them a local in those 8 Truphone countries. Our customers are truly global and need to stay connected and we take it as our mission to keep them connected wherever they are in the world. We provide our customers outstanding 24-7, multilingual support that they can access quickly and easily anywhere in the world.

Role of the Center:

Main Center Role: Our contact centers from both Lisbon and Manila are focused to keep our customers connected wherever they are in the world. This means that we offer 24/7 multi lingual customer service to ensure our customers get the best possible mobile connectivity and the best possible experience whilst they grow their businesses around the world.

Company Overview:

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and services, TEB continues its brokerage operations in a set of different financial fields such as investment, leasing, factoring and portfolio management. After its public offering in February 2000, TEB became the partner of BNP Paribas in February 2005. TEB, with its partnership of BNP Paribas, expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking. As of February 2011, TEB and Fortis Bank A.Ş. completed their legal merger under TEB brand.

Role of the Center:

Our vision is understanding customer needs, generating income by effective use of the sales force, being taken as a benchmark in the world, providing know-how and being a strategic force in our bank with qualified human resources, productive business processes and efficient technology.With increasing our NPS score, intending custormer satisfaction , sales depends on customer loyalty.

Company Overview:

Vaillant Group, which has been operating in Turkey since 1874, when Remscheid was founded in Germany by Johann Vaillant, has been a pioneer in the heating and ventilation industry since 1992. Vaillant Turkey provides services for the highest level of customer satisfaction with its renewable energy-sourced, environmentally friendly and energy-efficient heating and ventilation products in Istanbul Central and Izmir, Adana, Ankara regional directorates and its authorized vendors and services spread throughout the country.

Company Overview:

Vericall Ltd is an outsource contact centre specialising in subscription sales and customer management. With 10 years experience managing Pay-TV contact centre solutions including high volume event based solutions, Vericall can help you deliver exceptional customer service while driving revenue with sales through service.

Role of the Center:

VeriCall performs a variety of functions on behalf of our clients. Primarily these are focussed around customer service, we provide services for over 68% if the UK and Irish Directory Enquiries market as well as front line support to firms across Cosmetic Surgery, Travel Industry, IT Support, Financial advisors, Medical Insurance providers, Telecoms and Catering firms. Along side this we also provide full customer lifecycle management to firms in the payTV industry. This inculdes subscription sales, technical support and customer service, fulfilment services and debt recovery.

Company Overview:

The contact Centre is the primary route of access for all Vonage Business Customers in the European and Australian market, throughout the customer lifecycle. This include sales, provisioning, billing, customer enquiries and retention as well as Technical support . The centre operate 24/7

Company Overview:

Webhelp is a Paris-based international customer relationship management group. Webhelp engineers customer experiences on behalf brands, and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company. Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross more than 35 countries and more than 140 customer experience hubs.

Role of the Center:

Customer Contact Center

Company Overview:

World Connection is a progressive, bi-lingual contact center and BPO with centers in the United States and Latin America. Currently headquartered in Guatemala, we have expanded Operations to Boise, Idaho. We have developed a reputation with our clients as being a leader and preferred partner in Sales, Customer Service, Technical support and Back Office work, outperforming our clients’ much larger BPO partners within months and often within weeks of launch. We are absolutely flexible to meet any business needs no matter the size and provide the individual attention you need and want from an outsourced partner.

Role of the Center:

We are a smaller BPO providing sales, services and back-office support and processing for a variety of global clients. We do voice work with inbound calls, some outbound calling, email, chat and processing work for clients.

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

To view details about the company and their contact center, use the scroll tool below and click on their logo!

AB Call Center
Iran iran

Allianz Turkey
Turkey Turkey

AssisTT
Turkey Turkey

Avaya
United Kingdom uk

Bank Aljazira
Saudi Arabia saudi

BANK BRI
indonesia indonesia

Bank Indonesia
Indonesia indonesia

Bank Negara Indonesia
Indonesia indonesia

Borusan Otomotiv
Turkey Turkey

Cathay United Bank
Taiwan Taiwan

Coca-Cola Amatil Indonesia
indonesia indonesia

Competence Call Center
Austria Austria

DHL
Switzerland switzerland

DHL Express Pakistan (PVT) Limited
Pakistan Pakistan

DHL Express South Africa
South Africa southafrica

DHL Switzerland
Switzerland switzerland

Directorate General of Treasury
indonesia indonesia

Direktorat Jenderal Bea dan Cukai
indonesia indonesia

Dubai Police
United Arab Emirates UAE

Ec3
South Africa southafrica

EXL Service
South Africa southafrica

EXL Service (I) Pvt Ltd
india india

Future People
australia australia

Garanti BBVA
Turkey Turkey

Grupo Bimbo
United States us

Hedef Filo
Turkey Turkey

IGT
United States us

IGT USA
United States us

Kementerian Kesehatan Republik Indonesia
Indonesia indonesia

Kleu Australia
australia australia

LinkAja
indonesia indonesia

MassMutual
United States us

Ministry of Communication Information Technology (MCIT)
indonesia indonesia

Mitracomm
Indonesia indonesia

National Bank of Oman
Oman Oman

Noetica
United States us

Ocular Technologies
South Africa southafrica

OVO
indonesia indonesia

Pegasus Airlines
Turkey Turkey

Pertamina
indonesia indonesia

ProcedureFlow
Canada canada

PT Telekomunikasi Indonesia
Indonesia indonesia

PT. Bank Central Asia, Tbk
Indonesia indonesia

PT. Infomedia Nusantara
Indonesia indonesia

Pusula Call Center
Turkey Turkey

Realpage
United States us

Sompo Himawari Life Insurance Inc
Japan japan

Tele2 Russia
Russia russia

Teleperformance Egypt
Egypt Egypt

Telkomsel
Indonesia indonesia

Tokopedia
Indonesia indonesia

Truphone
United Kingdom uk

Türk Ekonomi Bankası (TEB)
Turkey Turkey

VAILLANT
Turkey Turkey

VeriCall
United Kingdom uk

Vonage
United States us

Webhelp Turkey
Turkey Turkey

World Connection
United States us

Young Living Singapore
singapore singapore

Many more companies to confirm once our regional awards winners are announced.

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