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Welcome and Introduction - Raj Wadhwani, President ContactCenterWorld.com
Social media is taking over the way we do business and communicate. Comments about service and feedback is online and goes viral in seconds. Customers expect to communicate more and more using these new channels. In these sessions find out:
View a full list of all companies Presenting at this event at this link
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Caglar for a sneak peek about his presentation.. WATCH NOW!
Allianz is one of the world's most powerful financial communities and serves as one of the world's largest insurance and asset management companies with over 140,000 employees in more than 70 countries.
Allianz Turkey 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. Allianz hosts 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.
The main concentration areas of our Customer Care Center, serving support and resolution entire customer journey such as claims, sales, renewal, and all type of policy&journey related issues. As resolution team, we support our customers and resolve the issue directly by call or by managing Complaint Process with inbound call, IVR, webchat, email or social media. Back and Front Office structure, we manage processes with a preventive and also standing approach to avoid call load and prevent creating additional operational process. We do preventive customer communication in related circumstances, we manage and control the accuracy of operational claims notification process to prevent call load before it comes Beside all these, our Outbound teams make new sales, upsell, cross sell, renewal (for annual products), get collections (for uncollected installments). Also our team do persuasion for cancellation requests. Our outbound team makes retention calls to a particular customer group without any selling purpose.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Clint for a sneak peek of his presentation.. WATCH NOW!! Ec3 is an International outsourcing sales & retentions provider. International Outsourcing - Sales & Retentions specialists.Ec3 may not be the biggest, but being owner-operated for the past 7 years has meant that commitment and passion to service excellence has not waned. The story of us starting in a garage with 2 agents is true. Organically we slowly grew with our partners and moved into industrial sized premises in Avoca, Durban. Nothing flash about this area, but it was chosen because of the convenience for our loyal staff, and also because we we could pass the savings of overheads across to our partners. Re-investing in a sustainable manner has resulted in our buildings being standouts in the area, uplifting the locals and being a shining light for urban renewal amongst the urban decay. Our staff are secure in a space which is the envy of many with good acoustics, air-conditioning and room to breathe & chill. World class training and career development of our staff is what we strive for, and often shows up in larger operators poaching them. C'est la vie.... because not investing in our people for fear of this happening is just not in our DNA. What do you get by partnering with us? 3 words: COMMITMENT, CAN-DO and EXCELLENCE
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.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the Region 2019
Ranked #2 in the Region 2019
Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
We caught up woth Olga for a sneak peek of her presentation..WATCH NOW!!
With over 44 million subscribers, Tele2 is the fastest growing mobile operator in Russia. The company has 4 centers across Russia and the company as well as contact center is innovative and service focussed.
We will be sharing our best practices which include
Our contact center is engaged in customer support for services and products of the company. The service is provided on inbound and outbound calls and in digital channels, including Social Media.
Topics relating to this track: Social Media ● Innovation ● Customer Engagement
Public Services Center often face different challenges to traditional centers. Hear how these centers service the public with outstanding performance.
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #2 in the Region 2019
Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
SABİM 184 (managed by Pusula) is the Public Relations Coordinator of the Ministry of Health for Healthcare Managers, and Healthcare Service Providers. It is a meeting point that brings all parties together to ensure effective communication among Health Care Beneficiaries. SABİM, which is an indicator of the transformation in the Ministry of Health, responds to all questions, problems, criticisms, suggestions, and requests related to the functioning of the health system with operators who serve 24 hours a day, 7 days a week, are fully equipped with healthcare personnel, have sufficient knowledge about health legislation. It is a feedback system that directs the relevant institution/ organization to ensure that the problems experienced in the health system are detected on site simultaneously. Also, the mechanisms that will be effective in solving the problem are activated immediately.
Ensuring group coordination, following operational shifts, ensuring and strengthening operational communication, following and organizing changing workflows, ensuring intra-group communication
Indonesia
Ranked #1 in Asia Pacific 2020
We caught up with Ali for a sneak peek of his presentation.. WATCH NOW!!
Directorate General of Treasury (DGT) is an Indonesian government unit under the Ministry of Finance responsible for the nation's finance including state revenue, payment, accounting, and reporting.
We will be sharing our best practices which include
As a government unit, we deliver services to other government institutions and the public. Our main role is being the one and only contact center in our organization. This means that our stakeholders only need to contact us whenever they have any incidents, problems or questions regarding treasury or government finances. We make sure that our stakeholders get the best answers and solutions in dealing with treasury matters. It is widely perceived that the image of government contact centers strikes differently than the image of private contact centers. Our contact center has grown to become one of the most promising in the public service industry. We are to prove that our service deliveries are as good as those in the private sector.
Indonesia
Ranked #1 in Asia Pacific 2020
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.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
Topics relating to this track: Employee Engagement ● Operational Management ● Performance ● Customer Engagement ● Strategy ● Technology ● Community
Motivating staff is essential. Want to hear some great ideas? In these sessions:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #2 in the Region 2019
Central Bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2018
Ranked #1 in the Region 2018
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Strategy ● Incentives ● Motivation ● Performance ● Employee Engagement
We all value the skills of workforce planners - maybe you do your own on a simple spreadsheet.In this session:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
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.
We will be sharing our best practices which include
We support our customers who look for information, complaint, and transaction, as we are also an acquiring bank we also support our merchant.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Workforce Planning ● Employee Engagement
Finding and retaining contact center staff is a challenge for most of us. Hear from these award winning professionals involved in supporting the human resource functions of their respective contact centers. Speakers are invited to:
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Employee Engagement ● Training ● Recruitment
There's so much great technology out there, yet some contact centers build their own. In these sessions:
View a full list of all companies Presenting at this event at this link
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
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
We will be sharing our best practices which include
I am responsible of for process development team. We managing customer journeys in a harmony with operational purposes and our company's customer experience strategy. I am responsible for project management, develop & manage process, analysing big-cross functional data of customer which includes end to end journeys, investigate correlations between operationa & sales & digital experiences.
Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI becoming the most valuable bank in South East Asia and home to the best talent mission provides the best to conduct the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people provide excellent services. Bank Rakyat provides customers with excellent services through professional human resources with a performance-driven culture, reliable information technology and future ready, aas well as productive conventional and digital network by adhering the operational principle and risk management excellence.
We will be sharing our best practices which include
Service
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
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.
Topics relating to this track: Self Service ● Innovation ● Technology ● Performance ● Security ● Productivity Tools
We invited tech companies to showcase their award winning solutions.
View a full list of all companies Presenting at this event at this link
Kleu is an Australian technology company which has pioneered the digitalisation of the established behavioural sciences, to develop the world’s first emotional fitness solution for frontline live agents in contact centres. Kleu is built on proprietary research into the trainable, emotional skills exhibited by high performance live agents across a range of industries, which link to provable business outcomes. Kleu uses technology to embed these skills as a new set of behavioural habits which are sustained. Kleu is a totally immersive experience, personalised to each learner, interactive and gamified. Agents can track their emotional fitness score along the way, receive feedback from a digital coach and practice interacting with digital characters in a safe digital world. Kleu is scalable and secure. It is used by Australia’s leading employers, costs less than a dollar per day and is supported by a guaranteed 10 x Return on Investment (ROI).
We will be sharing our best practices which include
United Kingdom
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Danny for a sneak peek of his presentation.. WATCH NOW!!
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.
We will be sharing our best practices which include
Topics relating to this track: Technology
Raising your profile and doing great things for the community is a major drive for many organisations.
View a full list of all companies Presenting at this event at this link
United States
Ranked #1 in Americas 2020
Ranked #1 in the Region 2018
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.
The Workplace Solutions Participant Information Center services participants in employer sponsored retirement plans. The 250 representative in our organization serviced over 1.5 million calls in 2019, assisting them in withdrawing funds, changing investments, and accessing their online accounts. Additionally, my representatives encourage participants to save more for retirement by increasing their contributions and consolidating retirement accounts from former employers into their active employer's retirement plan. In 2019, our contact center assisted 17,000 participants in simplifying their retirement planning through account consolidation and 44,000 individuals increase their retirement savings in order to retire with dignity.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #2 in the Region 2019
The key points that I would like to highlight are how to create a positive impact on society from being available to responsible, in which, there’s a huge opportunity on the mother brand and contact center collaboration in the commitment of being socially responsible, and also the limitless opportunities for contact centers in all three cities to participate and be a part of a socially responsible company.
We will be sharing our best practices which include
Topics relating to this track: Employee Engagement ● Community ● Brand Development ● Motivation
These world class trainers will share their secrets with you. They will
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Performance ● Motivation ● Coaching & Training ● Employee Engagement
Great front line staff need great supervisors and we have brought in the best from around the World to share knowledge. Hear:
View a full list of all companies Presenting at this event at this link
Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
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.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
We will be sharing our best practices which include
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Coaching & Training ● Employee Engagement ● Team Management ● Motivation ● Strategy
The working environment has a huge impact on morale and performance, even customer service!
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
Our contact center serves the following purposes across omni-channel touch points: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry. 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). Therefore, our contact center are not a division in the back office but seat together in the driver seat with the business & product team as in an integrated customer-focused team.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
United States
Ranked #1 in Americas 2020
We are a business process outsourcing company (BPO) that was founded in 2011. We operate in Boise, Idaho and Guatemala City, Guatemala employing over 800-people.
We will be sharing our best practices which include
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.
Topics relating to this track: Motivation ● Design ● Environment ● Employee Engagement
Managing small and medium sized contact centers is what these award winners will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from Asia, Europe and the Americas share ideas.
View a full list of all companies Presenting at this event at this link
Saudi Arabia
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
We caught up with Bank Aljazira for a sneak peek of their presentation.. WATCH NOW!!
Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. 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.
We will be sharing our best practices which include
Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customers, 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
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2018
Ranked #1 in the Region 2018
Central Bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Clint for a sneak peek of his presentation.. WATCH NOW!! Ec3 is an International outsourcing sales & retentions provider. International Outsourcing - Sales & Retentions specialists.Ec3 may not be the biggest, but being owner-operated for the past 7 years has meant that commitment and passion to service excellence has not waned. The story of us starting in a garage with 2 agents is true. Organically we slowly grew with our partners and moved into industrial sized premises in Avoca, Durban. Nothing flash about this area, but it was chosen because of the convenience for our loyal staff, and also because we we could pass the savings of overheads across to our partners. Re-investing in a sustainable manner has resulted in our buildings being standouts in the area, uplifting the locals and being a shining light for urban renewal amongst the urban decay. Our staff are secure in a space which is the envy of many with good acoustics, air-conditioning and room to breathe & chill. World class training and career development of our staff is what we strive for, and often shows up in larger operators poaching them. C'est la vie.... because not investing in our people for fear of this happening is just not in our DNA. What do you get by partnering with us? 3 words: COMMITMENT, CAN-DO and EXCELLENCE
Our purpose is to provide the highest quality service to partners through retaining existing customers or reactivating lost ones. This is done in a blended manner however the majority of contact is through outbound voice. We understand that brand reputation is everything, and because we deal exclusively with our client data, trust is everything. We follow extraordinary measures to ensure we never disappoint on either.
Indonesia
Ranked #1 in Asia Pacific 2020
We caught up with Rendar for a sneak peek of their presentation.. WATCH NOW!!
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. CCA has operations in six countries – Australia, New Zealand, Fiji, Indonesia, Papua New Guinea and Samoa and has a rich and diverse history spanning over 100 years of operations. CCAI currently has 8 manufacturing plants across Indonesia; Cibitung, Cikedokan, Bandung, Semarang, Surabaya, Bali, Medan, and Lampung and operates with over 200 authorized Sales and Distribution Centers across Indonesia. For sourcing raw materials, services and non-product related items CCAI has over 2,800 suppliers within its supply chain.
We will be sharing our best practices which include
Deliver a sensational customer experience across Indonesia
United Arab Emirates
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Dubai Police for a sneak peek of their presentation.. WATCH NOW!!
The Dubai Police Force is 24,000 strong police force for the city of Dubai, in the United Arab Emirates. They come under the jurisdiction of the Vice President and Prime Minister of the UAE (who in turn is the ruler of Dubai), and they cover an area of 4,114 square kilometers and a population of 2,106,177 people.
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.
Mebim Ministry Of Information - The Ministry of National Education Communication Center "444 0 632" (444 0 MEB) information line (managed by Pusula) provides teacher-oriented services. On issues such as relocation procedures, salaries, additional course fees, professional studies, education and training allowance, personnel procedures, social facilities and lodging use. Assignments abroad - Teacher candidates receive services in all matters within the scope of the Ministry, such as initial appointment procedures and staff requests.
The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents
United Kingdom
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Adam for a sneak peek of his presentation.. WATCH NOW!!
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.
We will be sharing our best practices which include
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.
United States
Ranked #1 in Americas 2020
Bimbo Bakeries USA is part of Grupo Bimbo - a global leader with 100 brands and over 134,000 associates. Not everyone is familiar with the Bimbo Bakeries USA name. However, everyone in the U.S. has likely enjoyed at least one of our many products at one time or another. Some of our iconic brands and fresh products can trace their histories back to the late 1800s or early 1900s, when our traditions of freshness and value began. Bimbo Bakeries USA’s story begins in 1994, when Grupo Bimbo – Mexico’s largest baking company with operations in 33 countries – purchased La Hacienda, a California-based tortilla company. Bimbo Bakeries USA then entered the U.S. bread market in 1997 with the acquisition of Pacific Pride Bakeries of San Diego.
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.
Indonesia
Ranked #1 in Asia Pacific 2020
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.
As the locomotive of the national economy Pertamina is a state-owned company engaged in the energy sector including oil, gas and new and renewable energy.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement
These great Award Winning companies share their experiences of running help desks. Each will share best practices in:
View a full list of all companies Presenting at this event at this link
United Kingdom
Ranked #1 in Europe,Middle East and Africa 2020
Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate.
Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
We will be sharing our best practices which include
Technical support help desk for B2B customer base. Servicing Cloud communication platform customers. Additionally service customer enquiries such as billing or account queries. Account changes and product advice and guidance
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #2 in the Region 2019
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.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Customer Engagement ● Employee Engagement ● Technology ● Strategy
Hear direct from these Emergency Services Centers as they share how they provide outstanding support to customers who may be facing life threatening challenges - speed is critical and so is the quality and accuracy of information!
View a full list of all companies Presenting at this event at this link
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
YIMER 157 (managed by Pusula) started as an emergency line to help victims of trafficking in May 2005. It has started serving under the name of Foreigners Communication Center (YIMER 157) since August 2015 with the takeover of the General Directorate of Migration Management and the expansion of the service network. During the establishment period, YIMER 157 was giving service in 4 languages including Turkish, English, Arabic, and Russian. From January 2020 we are now giving service in 7 languages Turkish, English, Arabic, Russian, Persian, German, and Pashto with non-stop service provided to foreigners 24/7.
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.
The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents.
Topics relating to this track: Performance ● Community ● Strategy ● Operational Management ● Employee Engagement ● Customer Engagement ● Technology
Want to hear first hand how analysts can help you with some ideas and best practices? They will:
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
India
Ranked #1 in Europe,Middle East and Africa 2020
EXL is a provider of offshore business process outsourcing solutions to the Global 1000.
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.
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Indonesia
Ranked #1 in Asia Pacific 2020
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.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
Topics relating to this track: Analytics ● Performance
Leaders are not born, they are made. We can all learn from great leaders and in these sessions leaders will;
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
We caught up with Rendar for a sneak peek of their presentation.. WATCH NOW!!
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. CCA has operations in six countries – Australia, New Zealand, Fiji, Indonesia, Papua New Guinea and Samoa and has a rich and diverse history spanning over 100 years of operations. CCAI currently has 8 manufacturing plants across Indonesia; Cibitung, Cikedokan, Bandung, Semarang, Surabaya, Bali, Medan, and Lampung and operates with over 200 authorized Sales and Distribution Centers across Indonesia. For sourcing raw materials, services and non-product related items CCAI has over 2,800 suppliers within its supply chain.
We will be sharing our best practices which include
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.
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
EXL is a provider of offshore business process outsourcing solutions to the Global 1000.
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.
United Arab Emirates
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Dubai Police for a sneak peek of their presentation.. WATCH NOW!!
We also caught up with Ahmad Altaranweh for a sneak peek of his presentation.. WATCH NOW!!
The Dubai Police Force is 24,000 strong police force for the city of Dubai, in the United Arab Emirates. They come under the jurisdiction of the Vice President and Prime Minister of the UAE (who in turn is the ruler of Dubai), and they cover an area of 4,114 square kilometers and a population of 2,106,177 people.
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.
United Kingdom
Ranked #2 in Europe,Middle East and Africa 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
We caught up with Dave for a sneak peek of his presentation.. WATCH NOW!!
Vonage (NYSE: VG) is a provider of communications services connecting individuals through broadband devices worldwide. Our technology serves approximately 2.4 million subscribers. We provide communication solutions that offer flexibility, portability and ease-of-use. Our Vonage World plan offers unlimited calling to more than 60 countries with popular features like call waiting, call forwarding and voicemail - for one low monthly rate.
Vonage Holdings Corp. is headquartered in Holmdel, New Jersey. Vonage is a registered trademark of Vonage Marketing Inc., a subsidiary of Vonage Holdings Corp.
We will be sharing our best practices which include
I have responsibility for 2 centres based in Europe. Through these I support all Vonage contact centre cloud customers globally and all Vonage Unified communication customer outside of the US. My teams provide a full range of Technical support. Additionally we also provide Customer care and billing support the Unified customer base. We operate 24/7 and use Voice, email, chat and messaging channels
Topics relating to this track: Team Management ● Strategy ● Leadership ● Employee Engagement ● Performance ● Motivation
Understating quality is one thing, impacting it positively is another. In this session we hear from award winning presenters as they share:
View a full list of all companies Presenting at this event at this link
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
We’re experts in more than analytics, operations management, and technology. We’re experts in you, and your industry. This gives us the context to look deeper to identify and capitalize on opportunities to outperform. We call it Digital Intelligence: the all-important combination of digital and domain knowledge, human and technology, coming together to create breakthrough results.
We will be sharing our best practices which include
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.
Indonesia
Ranked #1 in Asia Pacific 2020
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Indonesia
Ranked #2 in Asia Pacific 2020
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
Our contact center serves the following purposes across omni-channel touch points: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry. 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). Therefore, our contact center are not a division in the back office but seat together in the driver seat with the business & product team as in an integrated customer-focused team.
Topics relating to this track: Performance ● Coaching & Training ● Quality
Find out from some of the best project managers out there, some tips and tricks to help you manage projects in your contact center! Each will:
View a full list of all companies Presenting at this event at this link
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.
We support customers who look for information, transaction, and complaint. AS we are also an issuing bank, so we also support our merchant.
Indonesia
Ranked #1 in Asia Pacific 2020
Ministry of Communication and Information 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. One key initiative hold by this institution is the facilitator and support to the Government City in setting up the 112 Emergency Call Center as the initiative to support the Emergency Needs of Society.
We will be sharing our best practices which include
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Strategy
Managing clients? find out how the best do it - whether it be internal or external clients for your contact center!Hear:
View a full list of all companies Presenting at this event at this link
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 qproviding 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.
We will be sharing our best practices which include
As Operational manager My job desk is as follows: 1. Organize and fulfill human resources according to agreements with clients, tools and employee work facilities 2. Ensure operations run smoothly and smoothly according to service hours 3. Manage and control the company's business efficiently and effectively 4. Improve service quality by strengthening employee capabilities and developing the company's business then my responsibilities are as follows: 1. Ensuring the quality and business of the company with the company's key performance index output achieved above 100% 2. Being a problem solver of every problem experienced operational services. 3. I am obliged to direct and evaluate employees and provide ideas, ideas and solutions related to issues that occur in the operational service process.
Indonesia
Ranked #1 in Asia Pacific 2020
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
Our contact center serves the following purposes across omni-channel touch points: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry. 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). Therefore, our contact center are not a division in the back office but seat together in the driver seat with the business & product team as in an integrated customer-focused team.
Topics relating to this track: Employee Engagement ● Motivation ● Brand Development ● Community
We have gathered the best in the world to share their ideas and opinions with you. From Europe, Asia and the Americas, the best large and mega contact centers do amazing things - they deliver outstanding results and customer satisfaction. Hear how they do it.
View a full list of all companies Presenting at this event at this link
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #2 in the Region 2019
Ranked #1 in the Region 2018
AssisTT, serving in 24 cities and 30 different centers throughout Turkey with approximately 14 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 companies in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.
We will be sharing our best practices which include
AssisTT is a contact center company, established in November 2007 as a subsidiary of Turk Telekom. Beyond a conventional call center, it provides solutions such as sales and marketing, social media management and mailing to its customers.
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #2 in the Region 2017
EXL is a provider of offshore business process outsourcing solutions to the Global 1000.
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.
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Zeynep for a sneak peek about her presentation.. WATCH NOW!
Handling over 70million calls in 2019, the Garanti BBVA Contact Center offers an omni-channel convenience with seamless experience to its 17.6 million customers across all channels. The bank is Turkey's 2nd largest bank and has an award winning center with a qualified team of 1.085.
We will be sharing our best practices which include
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.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Russia
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Elena for a sneak peek about her presentation.. WATCH NOW!
With over 44 million subscribers, Tele2 is the fastest growing mobile operator in Russia. The company has 4 centers across Russia and the company as well as contact center is innovative and service focussed.
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
Indonesia
Ranked #1 in Asia Pacific 2020
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
Our contact center serves the following purposes across omni-channel touch points: 1. Delivering reactive and proactive customer support for all inquiries and complaints, 2. Fraud prevention and handling by having your team follow up on purchases and transactions, 3. Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future, 4. Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and building relations beyond transactions, 5. Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels, 6. Conducting outbound calls to support the business activities, 7. Establishing Service Experience Center as the first walk-in center in the industry. 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). Therefore, our contact center are not a division in the back office but seat together in the driver seat with the business & product team as in an integrated customer-focused team.
United States
Ranked #1 in Americas 2020
Ranked #2 in the World 2018
Ranked #1 in the Region 2018
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.
The MassMutual Workplace Solutions Participant Information Center services participants in employer sponsored retirement plans. The 250 representative in our organization serviced over 1.5 million calls in 2019, assisting them in withdrawing funds, changing investments, and accessing their online accounts. Additionally, my representatives encourage participants to save more for retirement by increasing their contributions and consolidating retirement accounts from former employers into their active employer's retirement plan. In 2019, our contact center assisted 17,000 participants in simplifying their retirement planning through account consolidation and 44,000 individuals increase their retirement savings in order to retire with dignity.
Topics relating to this track: Technology ● Customer Engagement ● Strategy ● Operational Management ● Performance ● Employee Engagement
Managing inbound calls etc is one thing, managing outbound and making them successful is another. These award winners will share:
View a full list of all companies Presenting at this event at this link
Russia
Ranked #1 in Europe,Middle East and Africa 2020
With over 44 million subscribers, Tele2 is the fastest growing mobile operator in Russia. The company has 4 centers across Russia and the company as well as contact center is innovative and service focussed.
Distant Service of our company handles incoming and outbound calls on the company services. We support voice, digital and social media channels.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Outbound ● Strategy
Most contact centers manage response from marketing. Hear how the best:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
The key points that I would like to highlight in this presentation is how to befriend or utilize culture breakout to maximize the output, also the key role that Contact Center needed to be part of, to ensure the campaign came out successfully.
We will be sharing our best practices which include
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). Therefore, our contact center are not a division in the back office but seat together in the driver seat with the business & product team as in an integrated customer-focused team.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #2 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Strategy ● Customer Engagement
These companies are sharing improvement strategies and the results - from consulting projects to training. Each has specific challenges they were addressing and they will share what and how they did and lessons they learned in these best practice sharing sessions.
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
PT. Infomedia Nusantara (Infomedia) is a subsidiary company of PT. Telekomunikasi Indonesia Tbk. (TELKOM), the largest telecommunication provider in Indonesia with business portfolios: TIMES (Telecommunication, Information, Media, Edutainment, Services)
We will be sharing our best practices which include
• Always work professionally to produce products and provide high quality services to meet customer expectations. • Implement ethical standards in all business activities based on GCG principles and treat all stakeholders as partners • Implement a responsible and oriented operational approach in achieving long-term value and highly competitive
Indonesia
Ranked #1 in Asia Pacific 2020
OVO is an Indonesian payments, rewards and financial services platform
Strategic operational support divisions that holds moment of truth for customer touch points channel
Topics relating to this track: Strategy ● Training ● Coaching & Training
Customer Loyalty is not the same as customer satisfaction - a satisfied customers does not mean a loyal customer. In this session:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2018
Ranked #1 in the Region 2018
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Customer Engagement
Want to find out how to manage sales teams and be more successful? Hear from these award winners as they share:
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Motivation ● Sales ● Strategy ● Leadership ● Employee Engagement
Managing small and medium sized contact centers is what these award winners will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from Asia, Europe and the Americas share ideas to create exceptional service.
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2018
Ranked #1 in the Region 2018
Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.
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.
United Kingdom
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Adam for a sneak peek of his presentation.. WATCH NOW!!
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.
We will be sharing our best practices which include
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.
Bosnia and Herzegovina
Ranked #1 in Europe,Middle East and Africa 2020
CCC is a BPO company 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.
High-quality customer service for international partners
Portugal
Ranked #1 in Europe,Middle East and Africa 2020
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 9 international numbers on a single SIM which effectively makes them a local in those 9 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.
We will be sharing our best practices which include
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.
Saudi Arabia
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
We caught up with Bank Aljazira for a sneak peek of their presentation.. WATCH NOW!!
Bank AlJazira (BAJ) is a Joint Stock Company incorporated in the Kingdom of Saudi Arabia. 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.
We will be sharing our best practices which include
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
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the Region 2018
Ranked #1 in the Region 2018
Telkomsel is currently the largest cellular operator in Indonesia With more than 162 million customers. Telkomsel expand to digital business, including digital advertising, digital lifestyle, mobile financial services, and the internet of things. To serve the needs of customers, Telkomsel has MyTelkomsel app, Telkomsel Virtual Assistant, also Telkomsel operates a 24-hour call center and GraPARI services spread across Indonesia.Telkomsel provide excellent service for society and help them enjoy the digital lifestyle. Telkomsel helped build the digital ecosystem in the country. Using various DNA development efforts (Device, Network,and Applications),these are expected to accelerate the formation of the Indonesian digital society. In addition,Telkomsel is also actively encouraging the positive use of technology in the younger generation.Telkomsel will always be present to inspire society by implementing cutting edge technologies, competitive products and services, and innovative solutions
We will be sharing our best practices which include
Serving and solving problem customer with embended sales
Indonesia
Ranked #1 in Asia Pacific 2020
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.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
United States
Ranked #1 in Americas 2020
Bimbo Bakeries USA is part of Grupo Bimbo - a global leader with 100 brands and over 134,000 associates. Not everyone is familiar with the Bimbo Bakeries USA name. However, everyone in the U.S. has likely enjoyed at least one of our many products at one time or another. Some of our iconic brands and fresh products can trace their histories back to the late 1800s or early 1900s, when our traditions of freshness and value began. Bimbo Bakeries USA’s story begins in 1994, when Grupo Bimbo – Mexico’s largest baking company with operations in 33 countries – purchased La Hacienda, a California-based tortilla company. Bimbo Bakeries USA then entered the U.S. bread market in 1997 with the acquisition of Pacific Pride Bakeries of San Diego.
We will be sharing our best practices which include
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
Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement
IT is the backbone of every contact center and an enabler for us to achieve world class performance in our centers. Hear from the best as they share
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI becoming the most valuable bank in South East Asia and home to the best talent mission provides the best to conduct the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people Provide excellent services To provide customers with excellent services through professional human resources with a performance-driven culture, reliable information technology and future ready, as well as productive conventional and digital network by adhering the operational principle and risk management excellence.
We will be sharing our best practices which include
Our contact center provides customer service inquiries for our customers
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Technology ● Security
We have identified the best partnerships between outsourcer and client. In this session:
View a full list of all companies Presenting at this event at this link
Poland
Ranked #2 in Europe,Middle East and Africa 2020
Zalando Lounge is one of Europe’s most successful shopping clubs. Its existing 15 million registered members gained access to top brands at unbeatably low prices. Every day, new limited sales promotions offer products by sought-after labels and exquisite luxury brands from the fashion and lifestyle sector with considerable discounts of up to 80% compared to the RRP. Zalando Lounge's strength lies in our focus on fashion: ranging from sought-after labels, niche brands and popular international designers up to high-end fashion, its product line offers something to suit all their fashion-forward customers’ tastes. Zalando Lounge selection includes clothing and shoes for women, men and kids as well as underwear, accessories, sporting goods and homeware.
United States
Ranked #1 in Americas 2020
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.
We will be sharing our best practices which include
Trusted for over 30 years. Over 17 million members have trusted Quicken to plan and grow their finances for over three decades with financial solutions and services.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the Region 2017
Ranked #2 in the Region 2017
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Indonesia
Ranked #2 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #1 in the Region 2019
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
We will be sharing our best practices which include
Topics relating to this track: Strategy ● Outsourcing
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.
View a full list of all companies Presenting at this event at this link
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
DHL is a global brand in the logistics industry. Our DHL divisions offer a portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management.
With about 380,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global sustainable trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, engineering, manufacturing & energy, auto-mobility and retail, DHL is decisively positioned as “The logistics company for the world”.
Providing customer service to inbound customers. Complaint handling, booking of shipments, sales enquiries, tracking and tracing of shipments.
Indonesia
Ranked #1 in Asia Pacific 2020
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.
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
We will be sharing our best practices which include
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Leadership ● Operational Management ● Team Management ● Employee Engagement ● Motivation ● Strategy
For those of us involved in selling products or services or considering selling on the back of service calls, getting highly motivated sales agents fired up and keeping them fired up is key. Hear from these award winning professionals as they share:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI is becoming the most valuable bank in South East Asia and home to the best talent mission that provides the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people provide excellent services. Bank Rakyat provides customers with excellent services through professional human resources with a performance-driven culture, reliable information, technology as well as productive conventional and digital network by adhering the operational principle and risk management excellence.
We will be sharing our best practices which include
Our Call BRI support the Bank Rakyat Indonesia, PT sell products
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
EXL is a provider of offshore business process outsourcing solutions to the Global 1000.
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.
Indonesia
Ranked #1 in Asia Pacific 2020
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector and 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.
We will be sharing our best practices which include
.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.
Topics relating to this track: Motivation ● Sales ● Incentives
There's so much great technology out there, yet some contact centers build their own. In these sessions:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #2 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Russia
Ranked #1 in Europe,Middle East and Africa 2020
With over 44 million subscribers, Tele2 is the fastest growing mobile operator in Russia. The company has 4 centers across Russia and the company as well as contact center is innovative and service focussed.
We will be sharing our best practices which include
Distant Service of our company handles incoming and outbound calls on the company services. We provide customer support in voice, digital and social media channels.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
Our Contact Center 1500567 is the core of our communication to public for Ministry of Health of Republic of Indonesia. The Contact Center becoming the heart and the key role of communicating, disseminating, publication and support our regulation, hearing from public, accepting public concern, understanding the society needs and fine tune the purpose of every activities of our Ministry.
We will be sharing our best practices which include
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.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #2 in the Region 2019
Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.
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.
Topics relating to this track: Self Service ● Security ● Technology ● Productivity Tools ● Innovation ● Performance
Want to see some great self service solutions AND judge which is the best? Join us for this great session where you get to see some new tech and help us decide the best in the region!
View a full list of all companies Presenting at this event at this link
South Africa
Ranked #1 in Europe,Middle East and Africa 2020
We caught up with Pommie for a sneak peek about his presentation.. WATCH NOW!!
Ocular Technologies is a specialist customer engagement and digital experience solutions provider based in South Africa but operating globally. Drawing from a focused selection of best-of-breed technologies and methodologies, Ocular is uniquely positioned to offer everything from strategy and planning, through implementation and delivery, all the way to enablement and operations.
We will be sharing our best practices which include
Topics relating to this track: Self Service ● Technology
Undoubtedly the most important asset in the contact center is the Customer Service Professional!. They make or break relationships and in these sessions we have the best from the World 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.
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
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.
We will be sharing our best practices which include
Our contact Center has 3 main roles, first is to give services to consumers, its specifically focus on serving information about of our retail products such as fuel, oil and gas. We also serve the customer's request, for example we fulfil for the customers demand for product and deliver the products to the customer. The third is of course we provide solution for the customers complaints, we give solution for all the customers problems, not only about our products but also end to end process related to the product, for example we also handle complaint if there is something wrong with the the distributor agent or gas station, the scale is not suitable, uncomfortable facilities, etc. We operate 24/7 everyday, we provide various channels, not only voice, but also social media and chat, we are planning in next year we can provide video call services embedded in our self-service applications. Through our center hopefully we can give better understanding and respond to customer needs so that people are satisfied and loyal to use our products. More important that our center could be the center of public service for capturing public issues regarding to the products, example implementation of the government policy about distribution of subsidiary product for fuel and gas. At the end we can give value not only to the company but also to the government and to all of the people in the country.
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Customer Service ● Employee Engagement ● Motivation
In some locations, attracting staff is a major challenge. If you are interested in setting up home agents or run a home agent program and are looking for ideas on:
View a full list of all companies Presenting at this event at this link
Technical support contact center for global gaming company.
We will be sharing our best practices which include
Providing world class technical support to Gaming product customers all over the world
Indonesia
Ranked #1 in Asia Pacific 2020
Tokopedia Care is one of Tokopedia’s functions that are responsible for handling customer interactions through assisted channels which are handled by three managed-service partners which spread in three big cities across Indonesia: Jakarta, Semarang, and Yogyakarta. Tokopedia Care only provides a digital channel, such as email, social media, live chat, and online dispute resolution. Tokopedia Care has no call center as channel support. Those channels are supported by 963 frontliners. In addition, at the first funnel, customers are helped by non-assisted channels, like a chatbot, smart autoreply, and resolution bot. So, in general, Tokopedia Care is supported by a two-layer system: smart automation and skilled customer FIRST squad.
We will be sharing our best practices which include
Handling customer inquiries, requests, and complaints. Beside, do some telesurvey and telesales.
Topics relating to this track: Strategy ● Employee Engagement ● Security
Providing outstanding customer service is what these award winners will talk about. Each has a unique perspective and story on what they do and how. Find out about their specific challenges and opportunities as the best from Asia, Europe and the Americas share ideas.
View a full list of all companies Presenting at this event at this link
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #1 in the Region 2019
Ranked #2 in the Region 2018
AssisTT, serving in 24 cities and 30 different centers throughout Turkey with approximately 14 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 companies in Turkey, AssisTT aims to be the company that defines standards in its field in a short time.
We will be sharing our best practices which include
Customer Interaction Center and Business Process Outsourcer
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Türk Ekonomi Bankası (TEB) is a financial institution in the Turkish banking sector starting 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. With this partnership TEB expanded its expertise in corporate, commercial and private banking to retail banking, small business banking and SME banking.
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.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Ranked #2 in the Region 2016
We caught up with Zeynep for a chat about her presentation.. WATCH NOW!
Handling over 70million calls in 2019, the Garanti BBVA Contact Center offers an omni-channel convenience with seamless experience to its 17.6 million customers across all channels. The bank is Turkey's 2nd largest bank and has an award winning center with a qualified team of 1.085.
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.
The domestic life insurance business is one with particularly high growth potential among group businesses. We will accelerate growth by providing products and services of choice to customers. Major products include “Shin Kenko no Omamori”(released in May 2014) and “Shin Kenko no Omamori Heart” (released in April 2015). Both of these products have proved immensely popular among customers, with a combined total of 1,000,000 applications for these products since their launch.
We will be sharing our best practices which include
Our contact center's roles are to support our policyholders related to their insurance covers or to accept insurance claims.
Ptt - Posta ve Telgraf Teşkilatı (managed by Pusula) is the national post and telegraph directorate of Turkey. Formerly, the organization was named Posta Telgraf Telefon. After the privatization of the telephone telecommunications service business, the directorate was renamed, keeping its acronym. It is headquartered in Ankara, and is known as TURKISH POST internationally.
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.
The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents
Topics relating to this track: Strategy ● Customer Engagement ● Employee Engagement
Want to run some campaigns that will help you sell more through your contact center? In this session:
View a full list of all companies Presenting at this event at this link
Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI becoming the most valuable bank in South East Asia and home to the best talent mission provides the best to conduct the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people provide excellent services. Bank Rakyat provides customers with excellent services through professional human resources with a performance-driven culture, reliable information technology and future ready, aas well as productive conventional and digital network by adhering the operational principle and risk management excellence.
We will be sharing our best practices which include
Sell product
Turkey
Ranked #1 in Europe,Middle East and Africa 2020
Teb contact center was established in 2000 providing uninterrupted service to our customers from a single center (24/7). Reducing the work load of our branches, Performing cross sales, increasing customer loyalty and satisfaction
We will be sharing our best practices which include
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.
Indonesia
Ranked #2 in Asia Pacific 2020
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.
CCA has operations in six countries – Australia, New Zealand, Fiji, Indonesia, Papua New Guinea and Samoa and has a rich and diverse history spanning over 100 years of operations.
CCAI currently has 8 manufacturing plants across Indonesia and operates with over 200 authorised Sales and Distribution Centers across Indonesia.
National Contact Centre, a Customer Service established by Coca-Cola Amatil Indonesia since 2005, is a commitment to give easier access to customers, consumers, or any member of society who wants to interact and requires assistance from CCAI. By having integrated customer service using technology, we ensure our resource productivity able to maintain contact-ability and resolution time based on agreed service level, then transform it to sales opportunity and customer value management.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the World 2019
Ranked #2 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #2 in the Region 2016
Telkomsel is currently the largest cellular operator in Indonesia, With more than 162 million customers. Telkomsel expand to digital business, including Digital Advertising, Digital Lifestyle, Mobile Financial Services, and the Internet of Things. To serve the needs of customers, Telkomsel has MyTelkomsel app, Telkomsel Virtual Assistant, also Telkomsel operates a 24-hour call center and GraPARI services spread across Indonesia.
Telkomsel provide excellent service for society and help them enjoy the digital lifestyle, Telkomsel helped build the digital ecosystem in the country. Using various DNA development efforts (Device, Network, and Applications), these are expected to accelerate the formation of the Indonesian digital society. In addition, Telkomsel is also actively encouraging the positive use of technology in the younger generation.
Telkomsel will always be present to inspire society by implementing cutting edge technologies, competitive products and services, and innovative solutions. These will lead Indonesia to a broadband-based society based on a mobile technology roadmap. Our love of the country encourages Telkomsel to continue to create the best telecommunication services for the people of Indonesia
We will be sharing our best practices which include
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
Topics relating to this track: Strategy ● Sales ● Performance
Recruiting the right staff at the right time can be challenging - hear how these organizations do just that. You will:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Russia
Ranked #1 in Europe,Middle East and Africa 2020
Our company has 4 contact centers that serve subscribers all over Russia. The task of HR is to recruit employees all year round, regardless of the circumstances. Our corporate culture and company values allow us to set goals and achieve them.
We will be sharing our best practices which include
Our contact center is engaged in customer support of services and products of the company. The service is provided on inbound and outbound calls and in digital channels, including Social Media.
Indonesia
Ranked #2 in Asia Pacific 2020
Ranked #1 in the Region 2015
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.
We support our customers who look for information, complaint, and transaction, as we are also an acquiring bank we also support our merchant.
Topics relating to this track: Strategy ● Employee Engagement
Corporations are increasingly driving towards green initiatives to help the environment and also the wellbeing of staff. In this session:
View a full list of all companies Presenting at this event at this link
Indonesia
Ranked #1 in the World 2015
Ranked #1 in the Region 2015
Bank Rakyat Indonesia (BRI) is one of the largest state-owned banks in Indonesia. The Bank was established by Raden Bei Aria Wirjaatmadja on December 16, 1895 in Purwokerto, Central Java. Vision BRI becoming the most valuable bank in South East Asia and home to the best talent mission provides the best to conduct the best banking practices with a priority to serve micro, small and medium enterprises to support the economy of the people provide excellent services. Bank Rakyat provides customers with excellent services through professional human resources with a performance-driven culture, reliable information technology and future ready, aas well as productive conventional and digital network by adhering the operational principle and risk management excellence.
We will be sharing our best practices which include
Our contact center provides customer service through voice and social media for all enquiries
Indonesia
Ranked #1 in Asia Pacific 2020
Ranked #1 in the World 2019
Ranked #1 in the Region 2019
From the beginning, BCA has always offered diverse financial solutions through banking transaction services for many diverse groups and ages. And now everyone can enjoy the banking transaction ease and convenience BCA offers, enabled by strong inter-branch links, an extensive ATM network, and all the other electronic banking services the Bank offers.
Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide the best banking solutions in order to create a very satisfying Customer experience.Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. In summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.
Topics relating to this track: Employee Engagement ● Green Initiatives ● Environment
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