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More Testimonials

What delegates 'LOVE' about our events ... click on an image to watch the video.

General Manager
Smart Service Queensland

General Manager
Vads BPO

Acting Director
Contact Centres Smart Service Queensland

Manager Telephone Account Management
PT Telekom

Director of Customer Services
DHL Express

General Manager, Customer Channel Management
PT Astra International

Managing Director
Teleperformance

Outbound Sales Manager
Livestock Improvement

Contact Center Manager
iiNet

Director of Marketing
Teleperformance

Key Account Support Manager
DHL

Project Manager
Bank Central Asia

VP & Head of Customer Experience
Astro

Business Analyst
Singtel

Customer Care Manager
SingTel

General Manager
China Telecom Zhejiang Branch

Director, Customer Service
DHL Express Singapore

Head of Sales Customer Contact Centre
National Australia Bank

Social Media & Online Community Manager
SingTel Optus PTY

General Manager
PizzaHut Pakistan

Managing Director
Sykes Asia Pacific

General Manager, Contact Centres
Westpac Group

Head of Direct & Technology Innovation Manager
Bank of New Zealand

Associate Vice President
Credit Europe Bank

General Manager
National Australia Bank

Global Head
QNet Ltd

Team BCA
Bank Central Asia

Head of E Channel Management
PT Astra International

Peter Ng
The Hong Kong Jockey Club

General Manager Customer Service
PTML-Ufone

General Manager, BPO Operations
VADS Business Process

Chairman
Customer Service Council Australia

VP Strategy & Growth
OCIS Group

Sales & Service Manager
iSelect

CEO
OCIS Group

Chief of Network Services
QNet Ltd

Spokesperson/Supervisor
Bank Central Asia

Contact Centre Manager
iiNet

Deputy Director
Housing & Development Board

Operations Support Director
PCCW Teleservices

Associate Vice President
Credit Europe Bank

Conference Schedule

Print Version: Condensed Agenda

Display Full Schedule

8:00 AM

Doors open.

8:15 AM

Welcome to day 2 - your host Raj Wadhwani, President ContactCenterWorld.com

8:30 AM

Self-Service Technology - Enhancing The Customer Experience View Presenter Details

There's so much great technology out there, yet some contact centers build their own. In these sessions:

Hear how these organizations developed their own innovative solutions to enhance customer service
Why they developed the solution
Get some great inspirations to maybe some of the challenges you face with technology

Center Size: 15

Robby's Profile

(Indonesia)
Robby Saputra, Contact Center Manager
PT Angkasa Pura II (View Company Profile)

PT Angkasa Pura II (Persero), herein after refer to as “Angkasa Pura II” or “Company” is one of the State-Owned enterprises engaged in the airport services and airport related services in Western part of Indonesia. The establishment of Angkasa Pura II is to undertake the management and business of airport and airport-related services by optimizing the utilization of potential resources at the disposal of the Company and implement good corporate governance practices.

Role of the Center:
Our Angkasa Pura 2 contact Center managing the complaint handling, providing information and services to our airport passenger.

Center Size: 1505

Erich's Profile

(Indonesia)
Erich Sunarta, Project Manager
PT. BANK CENTRAL ASIA, TBK (View Company Profile)

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.

We will be sharing our best practices which include

Background : about the self service solution and why we developed it
Benefit : what is the benefit for company and customers
Challenges and Creativities : what is the challenges and what we do to overcome the challenges
Result : what is the result
Lesson and Tips : lesson learnt that others centers can benefit from and tips

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1)To provide competent human resources and innovative technologies and appropriate, (2)Implement world-class Contact Center, (3)Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed...
(show more)

Center Size: 1476

Nandi Satria 's Profile

(Indonesia)
Nandi Satria Segara, Project Officer
PT. Telekomunikasi Indonesia (View Company Profile)

Telkom Indonesia is the telecommunication business unit mainly focused in fixed line telephony, internet and data communications. It is also the parent company of the Telkom Group, which is engaged in a broad range of businesses that consist of telecommunication, multimedia, property and finance services. As well as opening new revenue streams for the company, Telkom’s focus on delivering IME also represents Telkom’s contribution to the economic and social development of the nation.

Telkom customers are divided into Three Groups: Consumer Service Division, which handles personal customers. Business Service Division, which handles the business customers (Small, Medium, Enterprise). And the third, Corporate service division, which handles TELKOM Corporate customers. Each division has its own contact center. Contact Center.

We will be sharing our best practices which include

Function of our Tech
Challenge of our tech in 2016
Idea and Tips for our challenge
Whats new in our Tech
Improvement for our tech in 2017

Role of the Center:
500250 is a TELKOM contact center for Business Members. It provides I-TAM (integrated Tele-Account management) 24x7, which focused on Inbound Services, Outbound Services, a Social Media Command Center and Engineering Services. The Social media command center had to integrate all social media activities related with how to reach, engage and drive loyalty from customers in social media channels (i.e. facebook and twitter). Outbound Services products. After profiling they can sell products that...
(show more)

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Presenter Video

9:20 AM

Analyst Role in the Contact Center View Presenter Details

Want to hear first hand how analysts can help you with some ideas and best practices? They will:

Share information on what analysts really do
demonstrate some of their best practices
Help you with several best practice tips

Center Size: 500

Sylvia's Profile

(New Zealand)
Sylvia Miranda, Real Time Analyst
Concentrix New Zealand (View Company Profile)

Concentrix is a 'top 5' global player in the contact centre outsourcing business. Our clients range from large multinationals to niche local companies, with every client getting our full attention. Our services range from sales and acquisition, through customer and technical support and renewal and retention programmes. We provide bespoke services tailored specifically for each client’s needs.
Concentrix delivers technology-infused, omni-channel customer experience management, marketing optimization, digital, consulting, analytics and back office solutions. We serve automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; and energy and public sector clients. Combine this with our focus on operational excellence, our commitment to COPC and an ability to deliver year-on-year improvements … the value proposition is just compelling.

We will be sharing our best practices which include

Contact center background
My role - Real Time Analyst
Common metric challenges
Planning ahead & back office management
Adherence & attendance
On the day performance & changing strategies
Post-performance data reporting
Engagement activities & initiatives
Innovation & process improvement
Top 10 Tips

Role of the Center:
Concentrix is a 'top 10' global player in the contact centre outsourcing business, but our real, unique strength is bringing that global network and knowledge into our local centres in Ballarat and Brisbane for Australia, and Auckland and Wellington in New Zealand. We call this Global Reach and Local Intimacy. Our onshore ‘Community Model’ gives our clients access to a vibrant workforce and a powerfully focused customer experience culture. Our clients range from large multi-nationals to nich...
(show more)

Center Size: 139

Roni's Profile

(Indonesia)
Roni Gultom, Analyst
PT Telekomunikasi Indonesia TBK (View Company Profile)

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:
1500250 is one TELKOM contact center for Business Member. It provided I-TAM (integrated Tele-Account management) 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 mor...
(show more)

Center Size: 1505

Janice's Profile

(Indonesia)
Janice Valicia, Analyst
PT. Bank Central Asia, Tbk (View Company Profile)

BCA was first founded on 21 February 1957 as Bank Central Asia NV. A lot of things have happened since then-the most significant of all being perhaps the Asian monetary crisis in 1997. Although this crisis had a tremendous impact on Indonesia's entire banking system, in particular it affected BCA's cash flow and even threatened its survival. Panic rush forced the bank to seek assistance from the Indonesian government. The Indonesian Banking Restructuring Agency (IBRA) took over BCA in 1998. Thanks to its management's business sagacity and shrewd decision making, full recovery was accomplished later in the same year. In December of 1998, third-party funds were back at the pre-crisis levels. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

10:05 AM

Going Green - How to Make Your Center Environmentally Friendly View Presenter Details

Corporations are increasingly driving towards green initiatives to help the environment and also the wellbeing of staff. In this session:

Hear how some companies have achieved great results, and just as importantly, why!
Find out how to engage staff to get involved
Learn tips and tricks

Center Size: 180

Bakhtiar Ubros's Profile

(Indonesia)
Bakhtiar Ubros Afrianto, Project Manager
Telekom Indonesia (View Company Profile)

Role of the Center:
Outbound call services for customer data profiling, tele account management and churn prevention is integrated outbound services whose goal is to keep existing customers in order to sustaining & leveraging by collecting as much and as best possible customer profile data, so customers can enjoy the advantages and benefits of Telkom products to the maximum. By providing an alternative choice of products and a variety of benefits according to customer needs

Center Size: 1505

Eka Puspita's Profile

(Indonesia)
Eka Puspita Sari, Assistant Manager
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

10:45 AM

Morning Refreshment Break

11:00 AM

How To Enhance Your Contact Center Quality Scores! View Presenter Details

Understating quality is one thing, impacting it positively is another. In this session we hear from presenters as they share:

How the measure quality
Walk you through some real examples
Describe some challenges and pitfalls
Share ideas to help your center improve

Center Size: 500

Vittoria's Profile

(Australia)
Vittoria Gough, Quality Lead
Concentrix (View Company Profile)

We will be sharing our best practices which include

What makes customers happy?
Customer Satisfaction Best Practices
Analysing Behaviours
Developing effective plans
Approaching Coaching
Bringing it all together

Center Size: 1476

Achmad's Profile

(Indonesia)
Achmad Badawi, Quality Auditor
PT. Telekomunikasi Indonesia (View Company Profile)

Role of the Center:
Our contact center is a call center where customers can gain access of products and services, deliver a complaint or inquire information about bills, promotion and service features via our contact center by dialing "147" from the fixed phone or mobile. Our contact center facilities are located in two cities; Semarang and Malang. We are divided into three departments; Registration, Complaint, and Information. Registration is to help customer register add-on, feature, upgrade, or add new service....
(show more)

Center Size: 328

Bachtiar's Profile

(Indonesia)
Bachtiar Rivai, Quality Auditor
PT Telekomunikasi Indonesia TBK (View Company Profile)

Role of the Center:
0-800-1-TELKOM is one TELKOM contact center for Corporate Customer. It provided DES ( Division Enterprise Service ) Contact Center for 24 hours in 7 days, which held Inbound Services, Outbound Services, and Engineering Services. Enterprise Service Division serves large corporate customers that include enterprises, national companies and multi-national companies. Account manager or representative manager of the Enterprise Service Division manage customers through direct-visiting. Enterprise custo...
(show more)

Center Size: 1505

Mohamad's Profile

(Indonesia)
Mohamad Irvan, Quality Auditor
PT. Bank Central Asia, Tbk (View Company Profile)

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

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

Center Size: 1505

Algi Rahmat's Profile

(Indonesia)
Algi Rahmat Alfianto, Quality Auditor
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

Center Size: 800

Chiyo's Profile

(Japan)
Chiyo Kasama, Staff
Sumitomo Mitsui Banking Corporation (View Company Profile)

Sumitomo Mitsui Banking Corporation (SMBC) and its group of companies offer a broad range of financial services centered on banking. They are also engaged in the leasing, securities, credit card, investment, mortgage securitization, venture capital and other credit related businesses.

We will be sharing our best practices which include

Carring out monitoring in order to provide consistent service to customers
Calibrate assessment criteria among auditors
Enhancing quality performance
How to improve the satisfaction of customers, clients, and staff of the center
Listening to the voices of customers
Boosting the motivation

Role of the Center:
Our main functions are Customer service, Outbound sales, Inbound sales, Help desk-external. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction.

11:00 AM

Workforce Planning Best Practices View Presenter Details

We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet. In this session:

Hear from the best as they share their knowledge
Find out how they create effective schedules
learn their tips and tricks to make staff motivated!

Center Size: 95

David's Profile

(Australia)
David Flanagan, A/NZ Workforce Management Lead
Concentrix (View Company Profile)

We will be sharing our best practices which include

Workforce Solution Design
Employee empowerment
Workforce Optimisation
Multi Channel Contact Centre operations
Concentrix Community Model

Role of the Center:
Concentrix is a 'top 10' global player in the contact centre outsourcing business, but our real, unique strength is bringing that global network and knowledge into our local centres in Ballarat and Brisbane. We call this Global Reach and Local Intimacy. Our onshore ‘Community Model’ gives our clients access to a vibrant workforce and a powerfully focussed customer experience culture. Our clients range from large multi-nationals to niche local companies, with every client getting our full att...
(show more)

Center Size: 139

Henni's Profile

(Indonesia)
Henni Yuliawati, Administration Staff Workforce
PT. Telkomunikasi Indonesia (View Company Profile)

Center Size: 1505

Nugroho Agung's Profile

(Indonesia)
Nugroho Agung Prasetyo, Supervisor
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

Center Size: 20

Wallace's Profile

(Hong Kong)
Wallace Chau, Process Planning Manager
Hong Kong Telecommunications (HKT) Ltd (View Company Profile)

HKT is Hong Kong’s major telecommunications service provider and operator in fixed-line, broadband and mobile communication services. It meets the needs of the Hong Kong public and local and international businesses with a wide range of services including local telephony, local data and broadband, international telecommunications, mobile, and other telecommunications businesses such as customer premises equipment sales, outsourcing, consulting, and contact centers.

HKT offers a unique quadruple-play experience in Hong Kong delivering media content on its fixed-line, broadband Internet access and mobile platforms jointly with its parent company, PCCW Limited.

HKT also provides a range of innovative and smart living services beyond connectivity to make the daily lives of customers more convenient, whether they are at home, in the workplace, or on the go.

Role of the Center:
One of the Hong Kong leading company to provide the service in fixed-line, Broadband & Smart living products.

Center Size: 1000

ADITIA ARIA's Profile

(Indonesia)
ADITIA ARIA SUNDAYANA, Supervisor Quality Improvement Analyst
PT. TELKOMSEL (View Company Profile)

Telkomsel (PT Telekomunikasi Selular) is the largest mobile telecommunications operator in Indonesia with over 152 million active users. Telkomsel is 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 over 362 roaming partners around 192 countries for international services.

We will be sharing our best practices which include

Forecasting Process
Staffing Process
Scheduling Process
Real Time Monitoring
Balancing Workforce
Increase Productivity
Efficiency Cost
Recovery Action
Preventive Action

Role of the Center:
My company is a provider of high quality customer contact center service in Indonesia. Our product is mobile telecommunication service such as calls, messages, multi media messages, data service and digital mobile lifestyle solution. We have two main product which is prepaid and postpaid service. Our service is divided into two groups, the first one is 24/7 inbound service. In inbound service we provide customer services, including giving information about product or feature, complaint handling...
(show more)

12:30 PM

Lunch Break - 3-course hot /cold buffet lunch included. (Rose Garden)

1:30 PM

Supervisors - How To Manage and Motivate Teams for Success! View Presenter Details

Great front line staff need great supervisors and we have brought in the best from around the region to share knowledge. Hear:

About the practical experiences
Learn best practice ideas
How they manage their teams and deal with difficult situations
How they motivate and what motivates them to perform.

Center Size: 20

Vivien's Profile

(Hong Kong)
Vivien Lo, Assistant Sales Manager
Hong Kong Telecommunications (HKT) Ltd (View Company Profile)

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

Role of the Center:
Our contact center focus on receiving inbound calls from customers and offering paid TV channels to customer. We serves both new and existing customers for new installation, upselling and retention. Ranging from new subscription to customer service, our contact center provides one stop service to our targeted customers. We provide excellence service to customers and provide instant solution for their sales related inquiries and provide support whenever they encounter any difficulties on using ou...
(show more)

Center Size: 12

Gary's Profile

(Hong Kong)
Gary Lam, Team Leader
Hong Kong Telecommunications (HKT) Limited (View Company Profile)

We will be sharing our best practices which include

Be Respectful & Thoughtful
Tailor-made Tips Card
Recognition encourages Performance
Well Handshaking
Learn from mistake to make Perfect
“First-aid Kit” File to manage crisis
Experience means a lot
Apply Personal Interest to Lead the Team
Stay Young and Grow with the Team
Turning Customer Voice into Customer Experience Improvement

Role of the Center:
Being an award-winning contact center and the largest telecommunication company in Hong Kong, our Customer Service Team has provided the competitive edge for our broadband business which contributed to her success of being the market leader in the broadband market. Our Inbound contact center is established to provide comprehensive customer service and technical support to our customers who subscribe to our Internet, Pay-TV, and Land line services. The daily life of our well-trained contact cent...
(show more)

Center Size: 1476

Junita Farma 's Profile

(Indonesia)
Junita Farma Hutabarat, Supervisor
PT Telekomunikasi Indonesia (View Company Profile)

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...
(show more)

Center Size: 1000

Indra's Profile

(Indonesia)
Indra Wahyuningsih, Supervisor Inbound Call
PT Telekomunikasi Seluler (TELKOMSEL) (View Company Profile)

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:
Telkomsel Contact Center have multiple channels of services or Customer Touch Point to facilitate customer interaction with Telkomsel. They are three kind of service type, Inbound customer service, Outbound Sales ,& Web Service Officer in Telecommunication field. First, Inbound customer service has three kinds of segments which is priority, corporate & reguler (prepaid & postpaid) based on customer type. Type of customers divided by the average user, length of subscription, as well as customers...
(show more)

Center Size: 1505

Elsa's Profile

(Indonesia)
Elsa Puspitasari, Supervisor
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
(show more)

Center Size: 800

Shigetoshi's Profile

(Japan)
Shigetoshi Moriya, Supervisor
Sumitomo Mitsui Banking Corporation (View Company Profile)

We will be sharing our best practices which include

Problems we faced in operating a team.
How to show our team’s ability and gain recognition from bankers in branches.
Ways to transmit our call center’s know-how to branches.
Answering precisely to branche’s demands
To make the most of contact center’s advantages
Everyone taking part in improvement of agent’s talk skills
Sharing of top performer’s amazing skills
Contests to increase agent’s motivation

1:30 PM

Leveraging the Power of Community Programs To Motivate Staff and Support Initiatives View Presenter Details

Raising your profile and doing great things for the community is a major drive for many organisations.

Hear how some companies have achieved great results with community programs
Find out how to engage staff to get involved
Learn tips and tricks

Center Size: 35

Tengku Rafael's Profile

(Indonesia)
Tengku Rafael Lardhana, Assistant Manager
Bank Indonesia (View Company Profile)

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.

We will be sharing our best practices which include

Effectiveness of comunityspirit campaign in our company
The chalenging in 2016
Our best ideas and tips of challenging in 2016
The next improvement and strategy in 2017
Roles of campaign

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...
(show more)

Center Size: 6000

Bangalore's Profile

(India)
Bangalore Jagadish, VP, Global Consumer Support
Dell India (View Company Profile)

Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings.

With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

We will be sharing our best practices which include

Global Community Service Program
The Plan: Do The Most Good
Combined India Giving Portfolio FY 2016-17
Community Service Efforts
Foot print for People & Organization
How are we doing today?

Role of the Center:
Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased: ? Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale) ? Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based tr...
(show more)

Center Size: 20

Hiriko's Profile

(Hong Kong)
Hiriko Au, Assistant Process Planning Manager
Hong Kong Telecommunications (HKT) Ltd (View Company Profile)

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

Role of the Center:
To cater for the evolving needs of customers and to stay competitive amidst industry-wide challenges, we work relentlessly to ensure our service capabilities go from strength to strength. While maintaining our outstanding contact centers as the major touchpoints, we have put in place diverse communication channels, including outreach road shows, WhatsApp and Live Chat, to further bolster customer experience. As an integrated contact center in Hong Kong, we adopt a consultative selling approach...
(show more)

Center Size: 4000

Sanjay 's Profile

(India)
Sanjay Mehta, Managing Director
Teleperformance India (View Company Profile)

Teleperformance India, established in 2001, is a provider of outsourced Omnichannel Customer Experience at every single opportunity. Known for its quality offering and outstanding people practices, Teleperformance India evolved into the preferred offshore contact center outsourcing option for English speaking nations. It is also a known name within the domestic market for its full suite of solutions extended in English and 10 regional languages including Bengali, Gujarati, Hindi, Kannada, Malayalam, Marathi, Oriya, Punjabi, Tamil and Telugu. With operations spread across Gurgaon, Indore and Jaipur, over 11,500+ Teleperformers deliver Omnichannel Customer Experience, with solutions ranging from Customer Care, Technical Support, Debt Collection, Customer Acquisition, Social Media Solutions, Data Analytics and Back-Office and other specialized services to ensure consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels.

Role of the Center:
Teleperformance India offers customer care and back office services to its clients in English and 11 regional Indian languages. With a strong team of 10,800 employees, Teleperformance extends services such as customer acquisition, customer care, Technical Support, Debt Collection, BPO (Back office work) and Social Media services across channels like Voice, Email and Chat.

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Center Size: 1505

Angela Wanodya's Profile

(Indonesia)
Angela Wanodya Sawangi, Assistant Manager
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
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3:00 PM

Afternoon break - FOYER

3:15 PM

Operational Management - Making the Center Work Efficiently! View Presenter Details

Effective operational management is key to your success. Hear from the best in this enlightening perspective on operations from the managers who bring it all together.

Each will share their top tips for success
How they measure performance
Overcoming challenges
Best practices

Center Size: 95

David's Profile

(Australia)
David Fotheringham, Account Manager
Concentrix (View Company Profile)

We will be sharing our best practices which include

Leadership Development
Building a resilient team
Reward and recognition
Health and Wellbeing
Meaningful client relationships

Role of the Center:
Concentrix is a 'top 10' global player in the contact centre outsourcing business, but our real, unique strength is bringing that global network and knowledge into our local centres in Ballarat and Brisbane for Australia, and Auckland and Wellington in New Zealand. We call this Global Reach and Local Intimacy. Our onshore ‘Community Model’ gives our clients access to a vibrant workforce and a powerfully focussed customer experience culture. Our clients range from large multi-nationals to nic...
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Center Size: 1505

Equarry 's Profile

(Indonesia)
Equarry Harlan, Head of Operation
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
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Center Size: 20

Victor's Profile

(Hong Kong)
Victor Ma, Senior Process Planning Manager
Hong Kong Telecomunications (HKT) Ltd (View Company Profile)

We will be sharing our best practices which include

Brief introduction of myself
My Job Duty, Roles & Responsibilities
Challenges at work
Achievement in 2016
Case Sharing - Recruitment Strategy
Case Sharing - Out-Reach Strategy

Role of the Center:
We are the leading telecommunication integrated contact center in Hong Kong that serve over 4 million customer base. We are offer one-stop solution to handle both new and existing customer's sales related inquiries and requests via various communication platform. Our agents adopted consultative selling approach to explore customer needs during the conversation and recommend suitable services to our customer. In 2016, our center handled over 1.9 million inbound calls plus 3.1 million outbound cal...
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4:10 PM

How To Manage Customers Better At the Frontline! View Presenter Details

Undoubtedly the most important asset in the contact center is the customer service professional They make or break relationships and in these sesions we have the best from the region onsite to share their ideas and tips to help motivate and develop your front line team to be driving force behind your customer service successes.

Center Size: 35

TIO's Profile

(Indonesia)
TIO Risma Aprilyani, CUSTOMER SERVICE
BANK INDONESIA (View Company Profile)

Bank Indonesia is the central bank of the Republic of Indonesia. Agus Martowardojo, formerly the finance minister, is the current governor. The last governor before Agus Martowardojo was Darmin Nasution who resigned at 23 May 2013.

Role of the Center:
role of my contact center as support customers for informations and complaint handling

Center Size: 328

Rahmaniar 's Profile

(Indonesia)
Rahmaniar Agustin, Customer Service
PT Telekomunikasi Indonesia TBK (View Company Profile)

Center Size: 139

Ihwal's Profile

(Indonesia)
Ihwal Periyasa, Customer Service Agent
PT Telekomunikasi Indonesia, Tbk (View Company Profile)

Center Size: 139

Lia Emelda Siti 's Profile

(Indonesia)
Lia Emelda Siti Aisyah, Customer Service
PT Telkomunikasi Indonesia (View Company Profile)

Center Size: 1505

Dian Sahri's Profile

(Indonesia)
Dian Sahri Ramadhan, CS Professional
PT. Bank Central Asia, Tbk (View Company Profile)

Role of the Center:
Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is desig...
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Center Size: 12

Jason's Profile

(Hong Kong)
Jason Lau, e-channel Customer Service Representative
Hong Kong Telecommunications (HKT) Ltd (View Company Profile)

We will be sharing our best practices which include

Provide comprehensive online customer service
Make changes from voice to multimedia
Educate our customer
Get connected with the public
Master Multi-skill & multi-task
Arouse continuous support to peers
Communicate with new gen
Together everyone achieves more
Engage with common value
Keep Lifelong learning

Role of the Center:
Our Inbound contact center is established to provide comprehensive customer service and technical support to our customers who subscribe to our Internet, Pay-TV, and Line land services. We are the largest telecommunication company in Hong Kong and we are running a sizable hotline operation to serve our customers / potential customers through voice and written channels. We are operating 7X24 to offer our customers round-the-clock support whenever/wherever they are. Our well-trained call center...
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7:00 PM

Delegate Bowling Networking Nite! Highly Recommended!
- a fun evening for all delegates. We ask for a nominal donation for charity! In past few years we have raised money and donated it to Japan Disaster Relief, Medical Missions For Children, UNICEF, Humane Society and Doctors Without Borders. This is a fun event and includes snack foods, beer, soft drinks etc and bowling! It's a great way to meet other delegates and have some fun. Places must be booked min 48 hours in advance

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Network, Learn, benchmark in this unique best practice forum with the best practitioners in the World

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