Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
slide1slide2slide3slide4slide5slide6slide7


Conference ScheduleConference timings, networking activities

Agenda Summary
Detailed Agenda
Search Agenda By Topic

Sessions Details:

Feb 8 2021
Feb 812:30 PM

Welcome and Introduction - Raj Wadhwani, President ContactCenterWorld.com


Feb 812:47 PMTRACK 1
Social Media and the Contact Center! - Strategies for Making it Work!

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:

  • How the best in the World are leveraging social media channels
  • How they are making them work with the contact center.
  • Tips and tricks


View a full list of all companies Presenting at this event at this link


ALLIANZ SHARES TIPS FOR SOCIAL MEDIA MANAGEMENT

Caglar Yuksel - Process Development Manager (Bio)

Turkey

RECENT AWARDS

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.



Role of the Center:

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.

Industry Sector: Insurance

Fast response, creativity and more - ten top tips!

Aditya Cakrawidya - IT Analyst (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

SA BPO SHARES IDEAS AND TIPS ON SOCIAL MEDIA MANAGEMENT

clint waltman - Digital Director (Bio)

South Africa

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Center Size:90

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



Role of the Center:

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

Industry Sector: Service Industry

social media tips and tools for success

Rahardian Luthfan - Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

SOCIAL MEDIA MANAGEMENT ACROSS OVER 70 PLATFORMS - HOW THIS MOBILE CO DOES IT!

Olga Romanova - Trainer (Bio)

Russia

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

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
 

  1. Omnichannel
  2. Informal communication
  3. Project Empowerment
  4. Service as a competitive advantage
  5. The results of the advertising campaign
  6. The client knows better
  7. Educate customers
  8. Open new communication formats
  9. Quality standard
  10. Continuous improvement


 

Role of the Center:

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.

Industry Sector: Mobile/Telcom/ISP

Topics relating to this track: Social MediaInnovationCustomer Engagement


Feb 82:34 PMTRACK 1
How The Best Public Services Centers Operate

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


Banking with 267 million customers

Aldy Mochamad Rinaldy - (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013.

Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

MINISTRY OF HEALTH CENTERS PROVIDE OMNICHANNEL SUPPORT FOR ALL HEALTHCARE NEEDS

Tanay Tunçsoy - Project Manager (Bio)

Turkey

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Government

16 agents deliver help, answer, improve at this government center

Moch. Ali Hanafiah - Deputy Director of Treasury External Information Systems (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Background of our contact center
  2. Data analysis of SLA, feedback and amount of user
  3. Objectives of our contact center
  4. Creativity that we have made
  5. Our key activities in develop the contact center
  6. Our key resources
  7. Our key responsibilities
  8. Our key performance
  9. our achievements


 

Role of the Center:

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.

Industry Sector: Government

state owned energy sector center serves the public

Siska Utari - Manager Of Customer Service Operation (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Center Size:35

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



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

Topics relating to this track: Employee EngagementOperational ManagementPerformanceCustomer EngagementStrategyTechnologyCommunity


Feb 84:07 PMTRACK 1
Incentive Schemes - Motivating Your Team to Be the Best They Can!

Motivating staff is essential. Want to hear some great ideas? In these sessions:

  • We identified some of the best incentive schemes out there.
  • Hear what they did and how
  • Find out about the results
  • Pick up lots of tips and improve your programs!


View a full list of all companies Presenting at this event at this link


FINANCIAL AND NON FINANCIAL INCENTIVES THAT GET RESULTS

Kristiana - Supervisor (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013.

Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

INCENTIVE DASHBOARDS AND INNOVATIVE SCHEMES GENERATE RESULTS AT THIS LEADING BANK

Christoph Ratno Nugroho - Assistant Vice President (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: StrategyIncentivesMotivationPerformanceEmployee Engagement


Feb 84:49 PMTRACK 1
Workforce Planning Best Practices

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

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


View a full list of all companies Presenting at this event at this link


employee engagements through balanced workforce planning

Lidia Sri Margiastuti - Workforce Planning (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Know the data deeply
  2. Engage with customer behaviour
  3. Excellent CX is TOP mind
  4. Precise calculation
  5. Backup plan is mandatory
  6. Align agent need
  7. Load it in time
  8. Adaptive
  9. Never stop to innovate
  10. Communicate effective and efficient then Extensive report


 

Role of the Center:

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

Industry Sector: Banking / Finance / Credit

10 tips to improve adherence, service level, csat and 1.2% turnover

Lisbeth Tampubolon - Supervisor (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Workforce PlanningEmployee Engagement


Feb 85:29 PMTRACK 1
HR Best Practices - Getting the Right People and Keeping Them!

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:

  • Share tips on managing HR functions
  • Demonstrate how they recruit and train
  • Showcase lessons learned


View a full list of all companies Presenting at this event at this link


Discovering the value of your people - present and future best practices

Via Rahma - HR Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Employee EngagementTrainingRecruitment


Feb 812:47 PMTRACK 2
Self-Service Technology - Enhancing The Customer Experience

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

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


View a full list of all companies Presenting at this event at this link


enhancing customer experience through self service solutions

Guzide Deniz Ozekmekci - Process Development Supervisor (Bio)

Turkey

RECENT AWARDS

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
 

  1. Mainroad to develop self service technology
  2. How to integrate multichannel self service solutions
  3. Predict the needs of your customer's about issue resolution journey
  4. Holistic perspective to build a successful self-services
  5. Interpret the customer data


 

Role of the Center:

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.

Industry Sector: Insurance

One app - million hopes!

Hartarto - Officer (Bio)

Indonesia

RECENT AWARDS

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
 

  1. The Introduction of Our Company and Business
  2. The ecosystem of the Channel distribution
  3. EDC in Channel Distribution
  4. The Challenge with EDC and Outlet
  5. The Innovation of Self Service
  6. Self Service Implementation
  7. Result of the Deployment
  8. Before After
  9. TIPS


 

Role of the Center:

Service

Industry Sector: Banking / Finance / Credit

elevating chatbot experience as a virtual agent

Satrio Bimo Wijardono - Senior Customer Intelligence (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Ranked #1 in the World 2019

Ranked #1 in the Region 2019

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Retail / Online Sales

Topics relating to this track: Self ServiceInnovationTechnologyPerformanceSecurityProductivity Tools


Feb 81:51 PMTRACK 2
Technology Innovation - Live Agent Support - Case Studies

We invited tech companies to showcase their award winning solutions.

  • See what they produced
      Find out how it helps agents!
    • Decide who is the best and is crowned best in the World!


    View a full list of all companies Presenting at this event at this link


    tech solution to enhance and support mental fitness

    Linda Simonsen - Founder & CEO (Bio)

    Australia

    RECENT AWARDS

    Ranked #1 in Asia Pacific 2020

    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
     

    1. Introduce the world's first digital emotional fitness solution for live agents
    2. Position mental health as a key priority for contact centres
    3. The important of live agent mental health right now
    4. How this problem has been tackled in the past
    5. How we tackle this problem differently
    6. Product features
    7. User experience
    8. The results - business impact
    9. Benefits to live agent
    10. How Kleu ticks all the boxes


     

    RECENT MAJOR INNOVATIONS IN OUTBOUND DIALING TECHNOLOGY

    Danny Singer - Founder and CEO (Bio)

    United Kingdom

    RECENT AWARDS

    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
     

    1. A review of the global outbound dialling industry today
    2. Live Person Detection (LPD) - Utilising artificial intelligence (AI) to accurately and safely detect all types of voicemail and answering machines
    3. SNoDrop - A new technology delivering the "holy grail" of predictive dialling - high performance with 0% Abandoned Call Rate
    4. How the use of LPD can increase productivity by 40%
    5. The regulatory benefits and competitive advantages of predictive dialling with 0% abandoned calls


     
    Industry Sector: Hardware / Software / Tech

    Topics relating to this track: Technology


Feb 82:28 PMTRACK 2
Leveraging the Power of Community Programs To Motivate

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

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


View a full list of all companies Presenting at this event at this link


take care of your communities #livemutual

Karen Garbalosa - Contact Center Director (Bio)

United States

RECENT AWARDS

Ranked #1 in Americas 2020

Ranked #1 in the Region 2018

Center Size:250

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.



Role of the Center:

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.

Industry Sector: Insurance

MAKING A REAL POSITIVE IMPACT TO THE COMMUNITY AND THE COMPANY!

Elsa Puspitasari - Supervisor of Quality Management (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Impacting Positively your society: from availability to responsibility

Ika Putri Risma Yanti - Service Recovery Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Ranked #2 in the World 2019

Ranked #2 in the Region 2019

Center Size:963

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
 

  1. How to choose a program and what kind of organization to support
  2. How to involve employees in social/volunteering activities
  3. What supports a good donation program
  4. How to understand the exact needs of the targeted organization/people
  5. To increase responsiveness even to small organization or minorities
  6. To be creative, donation is not always fund-related
  7. To reach out local organization and initiate something bigger
  8. How to embed company vision into contact center core values and service vision
  9. To always create opportunities to those who don’t have it
  10. The key to adjust strategies, be agile and ready to every possible situation


 
Industry Sector: Retail / Online Sales

Topics relating to this track: Employee EngagementCommunityBrand DevelopmentMotivation


Feb 83:44 PMTRACK 2
Training in Contact Centers - Key Role To Kickstart Performance

These world class trainers will share their secrets with you. They will

  • Discuss how to make training fun
  • Show you how they re-energize trainees
  • Share best practice tips
  • Take you through best practices and explain how to making training stick!


View a full list of all companies Presenting at this event at this link


10 great tips for every contact center trainer

William Morris - Trainer (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: PerformanceMotivationCoaching & TrainingEmployee Engagement


Feb 84:08 PMTRACK 2
Supervisors - How To Manage and Motivate Teams for Success!

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

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


View a full list of all companies Presenting at this event at this link


my journey to a supervisor and lessons i learnt to help my team

Erya Sari Dewi - Supervisor (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Central bank of Indonesia with the vision of becoming central bank that creates tangible contribution to the Indonesian national economy.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

10 tips to enhancing your team from an energy sector supervisor

Rikrik Mudzakir - Supervisor (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

helping your team find their success button

Istauton Dendang - Supervisor (Bio)

Indonesia

RECENT AWARDS

Ranked #2 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.

 

We will be sharing our best practices which include
 

  1. How to share your company vision as a leader
  2. Why curiosity matters?
  3. How do I bring out the best in my team?
  4. The difference between delegating and abdicating
  5. How to develop ideas to solve problems


 

Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Coaching & TrainingEmployee EngagementTeam ManagementMotivationStrategy


Feb 85:10 PMTRACK 2
Making the Most of Your Workspace - Designs That Improve Performance!

The working environment has a huge impact on morale and performance, even customer service!

  • Find out how leading contact centers have created fantastic environments
  • Hear their top tips.
  • Learn best practices for design and the environment


View a full list of all companies Presenting at this event at this link


HOW THE WORKPLACE AFFECTS SERVICE

Jaya Saputra - Operations Governance & Partnership Senior Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in Asia Pacific 2020

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Retail / Online Sales

HOW THE BEST DESIGN CREATES A HAPPY WORKPLACE

Nugroho Agung Prasetyo - Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

people-focused contact center

Hui Wu-Curtis - President/Chief Operating Officer (Bio)

United States

RECENT AWARDS

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
 

  1. Define your objectives with what you want the work environment to achieve
  2. Get employees involved with the design
  3. Be creative – each floor or section can be a different theme
  4. Don’t be afraid to use color
  5. Use cost-effective designs like wall stickers, which can be changed out often
  6. Soften up the harsh look of work environments with outside elements (e.g., plants, grass)
  7. Design does not have to happen at once – test out in stages of what resonates with the staff
  8. Comfortable furniture doesn’t have to be expensive; such as bean bags
  9. Use combination of pictures and quotations/words to inspire and motivate
  10. Measure your effectiveness – what does success look like?


 

Role of the Center:

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

Industry Sector: Service Industry

Topics relating to this track: MotivationDesignEnvironmentEmployee Engagement


Feb 9 2021
Feb 912:30 PMTRACK 1
Contact Center Best Practices - Award Winning Centers Under 250 agents

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


Bank Contact Center excels at service With 96.9 FCR and 96% Customer Satisfaction

Khaled Ramadan - Head of Digital Banking (Bio)

Saudi Arabia

RECENT AWARDS

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
 

  1. Vision & Strategy
  2. Key Differentiators
  3. People
  4. Technology
  5. Quality


 

Role of the Center:

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

Industry Sector: Banking / Finance / Credit

operating a world class center with 30 seats and 267 million stakeholders!

Nicke Vinadia Putri - Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013.

Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

south african bpo showcases best practices in contact center operations

Clint Waltman - Digital Director (Bio)

South Africa

RECENT AWARDS

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



Role of the Center:

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.

Industry Sector: Service Industry

Have a coke and a smile at this contact center

Rendar Mahardhika Putra - Head of Contact Center (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Strategy in performing our centre as profit generator, long term and profitable customer or consumer relationship.
  2. How we manage voice of customer and strategy how we shift customer service into customer center.
  3. Our consistency doing innovation, drive the operational cost to serve in order to provide customer satisfaction.
  4. How we manage our people with integrated development strategy to grow our people in contact center.
  5. How we maintain contact-ability and resolution time based on agreed service level, then transform it to sales opportunity.


 

Role of the Center:

Deliver a sensational customer experience across Indonesia

Industry Sector: Retail / Online Sales

DELIVERING A full omni-channel experience at the dubai police 901 center

Mohammed Al-Hammoudi - Head of Call Center (Bio)

United Arab Emirates

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Government

The Ministry of National Education Communication Center

Metin Kara - Team Leader (Bio)

Turkey

RECENT AWARDS

Ranked #2 in Europe,Middle East and Africa 2020

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.



Role of the Center:

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents

Industry Sector: Government

people matter - how to engage and motivate staff in a bpo center

Adam Taylor - Managing Director (Bio)

United Kingdom

RECENT AWARDS

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
 

  1. Strategy for success
  2. Blending technology and people
  3. Modern contact experiences for modern brands
  4. People as the key to success
  5. Utilising psychology of contact to deliver emotive CX
  6. Motivations and Engagement
  7. Top tips


 

Role of the Center:

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

Industry Sector: Service Industry

eating well! ..100 Brands - 1 contact center AND A DEDICTED TEAM

Nancilyn Folkerts - Director of Consumer Relations (Bio)

United States

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Retail / Online Sales

HIGH PERFORMANCE AND OUTPUT AT THIS LEADING ENERGY AND PETROCHEMICALS COMPANY

Mars Ega Legowo Putra - Vice President Customer Care (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Feb 93:47 PMTRACK 1
How To Run A World Class Help Desk

These great Award Winning companies share their experiences of running help desks. Each will share best practices in:

  • Recruit and training help desk staff
  • How to manage and motivate
  • Technology and infrastructure
  • Business strategies that worked for them
  • Share ideas for your help desk


View a full list of all companies Presenting at this event at this link


COMMUNICATION PLATFORM LEADER ADAPTS HELP DESKS IN EUROPE TO WFH SUCCESSFULLY

Dave D'Arcy - Senior International Customer Support Director (Bio)

United Kingdom

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Center Size:48

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
 

  1. Impact of change
  2. Ability to adapt to change
  3. Empowerment and trust and the need to avoid micro management
  4. The importance of focusing on the bigger plan
  5. The acceptance of the need to change
  6. The greater value and strength of a team versus the sum of the individuals


 

Role of the Center:

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

Industry Sector: Mobile/Telcom/ISP

Operating multi site help desk services with over 1000 agents

Angel Flonis - IT Specialist (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Customer EngagementEmployee EngagementTechnologyStrategy


Feb 94:32 PMTRACK 1
Emergency Services Centers - Best Practices

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


EMERGENCY SERVICES CENTER SUPPORTS victims of trafficking

Tanay Tunçsoy - Project Manager (Bio)

Turkey

RECENT AWARDS

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.



Role of the Center:

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents.

Industry Sector: Government

Topics relating to this track: PerformanceCommunityStrategyOperational ManagementEmployee EngagementCustomer EngagementTechnology


Feb 912:30 PMTRACK 2
Analyst Role in the Contact Center

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

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


View a full list of all companies Presenting at this event at this link


10 impactful tips for improving customer experience and satisfying the management

Esty Indriyani Safitri - Analyst (Bio)

Indonesia

RECENT AWARDS

Ranked #2 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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

HOW WE SAVED OVER 200K USD THROUGH PROJECTS AT EXL

Hitesh Sakhrani - Assistant Vice President (Bio)

India

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

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



Role of the Center:

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

Industry Sector: Service Industry

how a digital banking analyst developed a solution assistant to drive performance

M Rizky Panji Indra - Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

analyst role as a consultant to increase customer value

Endy Pandu Winata - SR Officer Customer Voice Management (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

Topics relating to this track: AnalyticsPerformance


Feb 91:40 PMTRACK 2
Leadership - How The Best Leaders Inspire in the Contact Center World

Leaders are not born, they are made. We can all learn from great leaders and in these sessions leaders will;

  • Share their best practice tips
  • Showcase their skills and experience
  • Advise on how to tackle challenging situations
  • Discuss ways to motivate people


View a full list of all companies Presenting at this event at this link


how to lead a team during a pandemic

Rendar Mahardhika Putra - Head of Contact Center (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Strategy in performing our centre as profit generator, long term and profitable customer or consumer relationship.
  2. How we manage voice of customer and strategy how we shift customer service into customer center.
  3. Our consistency doing innovation, drive the operational cost to serve in order to provide customer satisfaction.
  4. How we manage our people with integrated development strategy to grow our people in contact center.
  5. How we maintain contact-ability and resolution time based on agreed service level, then transform it to sales opportunity.


 

Role of the Center:

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

Industry Sector: Retail / Online Sales

LEADERSHIP DURING THE PANDEMIC

Pratap Rao - Geography Head, EXL South Africa (Bio)

South Africa

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

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



Role of the Center:

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

Industry Sector: Service Industry

leadership at a POLICE CONTACT CENTER

Mohammed Al-Hammoudi - Head of Call Center (Bio)

United Arab Emirates

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Government

leading overseas help desk centers before and during a pandemic

Dave D'Arcy - Senior Director Customer Support and Service Delivery (Bio)

United Kingdom

RECENT AWARDS

Ranked #2 in Europe,Middle East and Africa 2020

Ranked #1 in the World 2019

Ranked #1 in the Region 2019

Center Size:35

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
 

  1. Understanding of your holistic knowledge
  2. Assessment of a leaders character
  3. True leadership behaviours
  4. The value of honest feedback
  5. The importance of action planning and commitment
  6. Being the leader you would follow


 

Role of the Center:

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

Industry Sector: Mobile/Telcom/ISP

Topics relating to this track: Team ManagementStrategyLeadershipEmployee EngagementPerformanceMotivation


Feb 93:06 PMTRACK 2
How To Enhance Your Contact Center Quality Scores!

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

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


View a full list of all companies Presenting at this event at this link


going the extra mile for quality

Fateeqah Bashir - Quality Compliance Analyst (Bio)

South Africa

RECENT AWARDS

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
 

  1. Introduction to myself and company service
  2. The industry we form a part of
  3. What the company stands for
  4. My job role and importance thereof
  5. Impacts on performance
  6. Impact to clients
  7. Business improvements
  8. Why we are the best
  9. Call outs about the company
  10. 10 tips and strategies


 

Role of the Center:

We are a large outsourcing service provider with more than 31,000+ professionals across the globe serving 850+ clients from 50 global delivery locations across the United States, Europe, Asia, Latin America, Australia and South Africa. As part of our strategy, “to be where our clients need us,” we decided to invest in a delivery center in Cape Town, South Africa in 2015. We currently serve 2 international clients from our South Africa delivery center.

Industry Sector: Service Industry

driving quality improvements in digital service at this leading bank

Donal Juliyanto Waruwu - Quality Auditor (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.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.

Industry Sector: Banking / Finance / Credit

smart quality auditing for smart customer service

Dewi Kartika Hadi - Service Experience Center Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in Asia Pacific 2020

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Retail / Online Sales

Topics relating to this track: PerformanceCoaching & TrainingQuality


Feb 94:03 PMTRACK 2
Project Management - How the Best Project Managers Do It!

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:

  • Share tips and tricks
  • Explain how they manage projects of all sizes and even the most complex
  • Explain how to motivate and engage project managers


View a full list of all companies Presenting at this event at this link


make your team work smarter, not harder

Threeskeia Laturiuw - MIS & IT Liaison (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

We support customers who look for information, transaction, and complaint. AS we are also an issuing bank, so we also support our merchant.

Industry Sector: Banking / Finance / Credit

PASSING THE COVID STORM AND GAINING HOPE

Harapan Takaryawan - Ministry of Communication Information Technology (Bio)

Indonesia

RECENT AWARDS

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
 

  1. ICT background and challenges in Government Sector
  2. Plan of Emergency Call Center 112 and the big plan for Indonesia
  3. Setting Up the Emergency for local city government and the collaboration required
  4. Comprehensive plan for 112 Contact Center Program
  5. Few Key Steps as principles of Project Manager principles
  6. Key challenges on handling the communication and tactical approach
  7. Work together with other institution to Roll Out
  8. Strategic benefit of 112 project to nationwide and call center industry overall
  9. Future plan and the role of Project Manager specially for Public Service Sector
  10. Tips of Planning and Emergency Call Center 112


 
Industry Sector: Government

using technology to enhance service

Anastasia Marcelina - Project Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Strategy


Feb 94:57 PMTRACK 2
Client Services Management - Best Practices

Managing clients? find out how the best do it - whether it be internal or external clients for your contact center!Hear:

  • How to manage client expectations
  • Tips and tricks to make you a better client manager
  • How to manage internal communications


View a full list of all companies Presenting at this event at this link


CLIENT SERVICES AT WALK IN CENTERS

Riduan Simanjutak - Operational Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

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
 

  1. Provide Staff’s Highest Standard for clients
  2. Business of clients Seeds to be guarded
  3. 24 hours 7 days standby, Giving beyond expectations
  4. Friendly Approach to Clients
  5. Negotiation Ability
  6. Surprise Wow
  7. People Development
  8. Technology Literate
  9. Fulfill all the Scop Of Work beyond Clients’ Expectation
  10. Establishing Client Engagement


 

Role of the Center:

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.

Industry Sector: Service Industry

a delighted client is my secret of success

Yusuf Andi Muchtisar - Client Service Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Service Industry

Topics relating to this track: Employee EngagementMotivationBrand DevelopmentCommunity


Feb 10 2021
Feb 1012:30 PMTRACK 1
Large and Mega Contact Center Best Practices - Tips from Award Winning Centers

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


turkish bpo with 30 locations and 15000 agents shares their success tips

Gokhan Ayseli - Business Development Director (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Ranked #2 in the Region 2019

Ranked #1 in the Region 2018

Center Size:15000

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
 

  1. Challanges
  2. Pandemic
  3. CUSTOMER experience
  4. System upgrades
  5. Employee satisfaction


 

Role of the Center:

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.

Industry Sector: Service Industry

happy employees = happy customers

Pratap Rao - Geography Head, EXL South Africa (Bio)

South Africa

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Service Industry

GREAT RESULTS, GREAT PEOPLE AND TECH ON TOP - WINNING TIPS FROM THIS MAJOR BANK

Zeynep Celebi - Branch Calls Manager (Bio)

Turkey

RECENT AWARDS

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
 

  1. Recruiting & Training
  2. How to Collect Customer Feedbacks
  3. Root- Cause Analysis for service improvements and results
  4. Invest in new technologies
  5. Digital Transformation
  6. Sales Figures
  7. Staff Motivation and Loyalty
  8. Key Performance Metrics


 

Role of the Center:

Our primary role is “Customer Service”. Recognizing the importance of customer satisfaction created by quality and consistent service delivery, we analyze customer needs timely, efficiently and accurately, and offer our customers fast and easily accessible services targeted at first call resolution.

With a successful track record of 21 years, we maintain our dedication and contention in the sector with our differentiating service concept by producing customer-centric solutions through innovations in technology and by financial products portfolio positioned in line with the Bank’s strategies.

Industry Sector: Banking / Finance / Credit

world class bank contact center delivers outstanding service

Maria Wibisono - Assistant Vice President (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Ranked #1 in the World 2019

Ranked #1 in the Region 2019

CO-PRESENTER

Andre Djuarsah - Assistant Vice President (Speaker Bio)

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

10 ideas for building the best distance selling and service center

Elena Shcherbakova - Head of Contact Center (Bio)

Russia

RECENT AWARDS

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. 



Role of the Center:

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

Industry Sector: Mobile/Telcom/ISP

tokopedia care win over the covid-19 outbreak

Raihan Al Fauzan - CX Insights & Analytics Senior Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Retail / Online Sales

workplace contact center for retirement products

Karen Garbalosa - Contact Center Director (Bio)

United States

RECENT AWARDS

Ranked #1 in Americas 2020

Ranked #2 in the World 2018

Ranked #1 in the Region 2018

Center Size:250

Founded in 1851, MassMutual is a mutual life insurance company that is run for the benefit of its members and participating policyholders. The company has a long history of financial strength and strong performance, and although dividends are not guaranteed, MassMutual has paid dividends to eligible participating policyholders every year since the 1860s. With whole life insurance as its foundation, MassMutual provides products to help meet the financial needs of clients, such as life insurance, disability income insurance, long term care insurance, retirement/401(k) plan services, and annuities. In addition, the company's strong and growing network of financial professionals helps clients make good financial decisions for the long-term. MassMutual Financial Group is a marketing name for Massachusetts Mutual Life Insurance Company (MassMutual) and its affiliated companies and sales representatives.



Role of the Center:

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.

Industry Sector: Insurance

Topics relating to this track: TechnologyCustomer EngagementStrategyOperational ManagementPerformanceEmployee Engagement


Feb 103:17 PMTRACK 1
Calling For Success - Outbound Campaigns For Results!

Managing inbound calls etc is one thing, managing outbound and making them successful is another. These award winners will share:

  • How to set up outbound programs - their story!
  • What worked well and
  • Tips and ideas on how to make them effective


View a full list of all companies Presenting at this event at this link


HOW OUTBOUND HAS BEEN USED TO RETAIN CUSTOMERS AT THIS RUSSIAN MOBILE OPERATOR

Anastasia Antonova - Distant Channel Outflow & Retention Coordinator (Bio)

Russia

RECENT AWARDS

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. 



Role of the Center:

Distant Service of our company handles incoming and outbound calls on the company services. We support voice, digital and social media channels.

Industry Sector: Mobile/Telcom/ISP

Outbound calling to encourage digital banking during a pandemic

Reni Septiana - Senior Vice President (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: OutboundStrategy


Feb 104:02 PMTRACK 1
Direct Response Campaigns - Making Marketing Work

Most contact centers manage response from marketing. Hear how the best:

  • Manage campaigns to ensure maximum service levels
  • Work with internal and external marketing partners
  • How to scale up and down resources effectively
  • Great tips and tricks


View a full list of all companies Presenting at this event at this link


UTILIZING CULTURE BREAKOUT IN MAXIMIZING CAMPAIGN OUTPUT

Ika Putri Risma Yanti - Service Recovery Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in Asia Pacific 2020

Center Size:963

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
 

  1. Knowing your demographic and trend
  2. Studying market segment to anticipate such culture/trend
  3. Choosing strategy that shapes the positive trend
  4. Introducing campaign in an engaging manner
  5. Formulating campaigns that triggers action
  6. Centralizing all campaign information into readable guidelines
  7. Conveying information evenly to all front-liners
  8. Applying all campaign value into contact center branding
  9. Opening access towards exclusive goods related to your campaign
  10. Being agile is the key


 

Role of the Center:

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.

Industry Sector: Retail / Online Sales

THE ADAPTIVE DIRECT RESPONSE CAMPAIGN

M Rizky Panji Indra - Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: StrategyCustomer Engagement


Feb 104:51 PMTRACK 1
Contact Center Improvement Strategies

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


THE ZERO DEFECT PROGRAM - IMPROVING THE CONTACT CENTER!

Teguh Budiarto - Coordinator of Division (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Utilize strength of each other
  2. Build a dream to grow together
  3. Must be extra for all
  4. Duty of loyalty
  5. Balance work and life
  6. Discover challenges together
  7. Increasing innovation
  8. Target is not everything
  9. Deliver of result
  10. Without u, i am nothing


 

Role of the Center:

• 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

Industry Sector: Service Industry

improvise the customer journey for a bigger society impact

Dea Ardelia Tisnabudi - Head of Center of Excellence (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

OVO is an Indonesian payments, rewards and financial services platform



Role of the Center:

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

Industry Sector: Banking / Finance / Credit

Topics relating to this track: StrategyTrainingCoaching & Training


Feb 105:37 PMTRACK 1
Developing Customer Loyalty Programs that Really Work!

Customer Loyalty is not the same as customer satisfaction - a satisfied customers does not mean a loyal customer. In this session:

  • Hear how to develop loyalty programs
  • Find out what the best do and how
  • Learn tips and tricks


View a full list of all companies Presenting at this event at this link


Loyalty at its best - tips from a leader

Andre Djuarsah - Assistant Vice President (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Customer Engagement


Feb 106:03 PMTRACK 1
How To Drive More Sales Through Sales Management Techniques!

Want to find out how to manage sales teams and be more successful? Hear from these award winners as they share:

  • Best practices in sales management
  • Strategies that worked
  • Motivating and leading a team
  • Tips and tricks


View a full list of all companies Presenting at this event at this link


YOU CAN BANK ON THE RESULTS OF THIS SALES MANAGER!

Angela Wanodya Sawangi - Sales Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: MotivationSalesStrategyLeadershipEmployee Engagement


Feb 1012:30 PMTRACK 2
Customer Service Best Practices from Centers with under 250 Agents

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


small actions, big impact - how the central bank performs with a small team

Kristiana - Supervisor (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013.

Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.

Industry Sector: Banking / Finance / Credit

outstanding service from a scottish bpo

Adam Taylor - Managing Director (Bio)

United Kingdom

RECENT AWARDS

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
 

  1. Strategy for success
  2. Blending technology and people
  3. Modern contact experiences for modern brands
  4. People as the key to CS success
  5. Utilising psychology of contact to deliver emotive CX
  6. Motivations and Engagement
  7. Top tips


 

Role of the Center:

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

Industry Sector: Service Industry

TCHIBO COFFEE - SERVICE WITH A SMILE!

Ana Maksimovic - Project Management Tchibo (Bio)

Bosnia and Herzegovina

RECENT AWARDS

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.



Role of the Center:

High-quality customer service for international partners

Industry Sector: Service Industry

A JOURNEY TO INSPIRATION - HOW TRUPHONE DELIVERS EXCEPTIONAL SERVICE

Maria Sucgang - Global Head of Service Experience (Bio)

Portugal

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Center Size:49

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
 

  1. Who we are and our customer focused product set
  2. Our definition of succeses
  3. Our culture
  4. Our service strategy
  5. Our people
  6. Our technology
  7. Our customers
  8. The future
  9. 10 nuggets of wisdom


 

Role of the Center:

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

Industry Sector: Mobile/Telcom/ISP

the customer service story at one of the best banks in the middle east!

Khaled Ramadan - VP - Head of Alternative Delivery Channels (Bio)

Saudi Arabia

RECENT AWARDS

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
 

  1. Vision & Strategy
  2. People
  3. Technology
  4. Quality
  5. Key Differentiators


 

Role of the Center:

Aljazira Phone acts as a one-stop-shop for Bank Aljazira existing and potential customer, whether internal or external. We offer the following services: 1) Inbound Customer Service 2) Inbound Sales 3) Outbound Sales 4) PoS Merchant Help Desk 5) Online Banking Help Desk 6) Branch Help Desk 7) Social Media Help Desk

Industry Sector: Banking / Finance / Credit

HOW TO MANAGE CUSTOMER COMPLAINTS INTO OPPORTUNITIES THROUGH SERVICE

Ine Intan Sari - Manager Operation (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Tips How to handle complain customer into potential customer
  2. Tips service in covid era
  3. shifting to digital
  4. How to make a program with less budget but big effect
  5. Share benefit when merge walk in channel with other company


 

Role of the Center:

Serving and solving problem customer with embended sales

Industry Sector: Mobile/Telcom/ISP

customer focus leads to excellent service at this energy sector company

Rifki Karfa Nasution - Senior Officer Call Center Operation (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Center Size:35

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



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

creating a culture of excellence to deliver worldclass CX

Nancilyn Folkerts - Director of Consumer Relations (Bio)

United States

RECENT AWARDS

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
 

  1. We exceeded all global contact center metrics in 2019
  2. Our social media response time is in teh top threshold beating competitors by alot
  3. We provided service 24 hours a day, 7 days a week, and 365 days out of the year, while living out our company’s beliefs.
  4. How we worked efficiently & cohesively together through a product recall
  5. How investing in trainign for team is important
  6. Things we haev done to build team morale, such as team building and compliment box.


 

Role of the Center:

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

Industry Sector: Retail / Online Sales

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Feb 103:12 PMTRACK 2
IT Best Practices - The IT Professionals Share Tips

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

  • Ideas on how you can make your IT more effective
  • Tips and tricks for IT professionals
  • Discuss projects they have managed in their center


View a full list of all companies Presenting at this event at this link


10 habits to fully support your contact center people!

Yongky Kartika - IT Analyst (Bio)

Indonesia

RECENT AWARDS

Ranked #2 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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Dhanu Priyanto - Officer (Bio)

Indonesia

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
 

  1. My role and responsibilities
  2. Contact Center technology – mirroring
  3. New approach to support the redundancy and back up plan
  4. Implementation
  5. Tips


 

Role of the Center:

Our contact center provides customer service inquiries for our customers


10 extraordinary tips to become the best it support through love

Anthony Kosasi - Sr IT Specialist (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: TechnologySecurity


Feb 104:00 PMTRACK 2
Making Outsourcing Work - Developing a Win:Win Partnership

We have identified the best partnerships between outsourcer and client. In this session:

  • Hear from the clients (where available) as they share their experience from outsourcing
  • Learn how to make a true partnership
  • Find out tips and tricks to protect you against issues


View a full list of all companies Presenting at this event at this link


SHOPPING CLUB Zalando BUYS EXPERTISE AND DELIVERS FOR ITS CUSTOMERS

Tomasz Kielak - Project Management (Bio)

Poland

RECENT AWARDS

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.

Industry Sector: Service Industry

best selling personal finance company invests in partnership

Hui Wu-Curtis - President/Chief Operating Officer (Bio)

United States

RECENT AWARDS

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
 

  1. Historical background of relationship
  2. Performance outcomes
  3. Data and insights gathered which lead to collaboration with client to develop CRM
  4. Other initiatives and projects we have mutually worked on
  5. Overall business results resulting from partnership
  6. What makes this partnership different?
  7. Future outlook for both organizations and this partnership


 
Industry Sector: Service Industry

CO-PRESENTER

Ian Roberts - Director

United States

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.


creating a mutual collaboration to make masterpieces

Sapto Panglipur - Operational Manager (Bio)

Indonesia

RECENT AWARDS

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.

Industry Sector: Banking / Finance / Credit

CO-PRESENTER

Dameria Gultom - Senior Manager

Indonesia

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.


From Outsourcing Partnership to partnership enabled ecosystem

Jaya Saputra - Operations Governance & Partnership Senior Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in Asia Pacific 2020

Ranked #2 in the World 2019

Ranked #1 in the Region 2019

Center Size:940

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.

 

We will be sharing our best practices which include
 

  1. Challenges and the changes on the business model.
  2. Proactive alignment with partners.
  3. Challenges on partnering with more than 1 partner.
  4. The benefit of managed-service partnership.


 
Industry Sector: Retail / Online Sales

Topics relating to this track: StrategyOutsourcing


Feb 11 2021
Feb 1112:30 PMTRACK 1
Operational Management - Making the Center Work Efficiently!

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

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


View a full list of all companies Presenting at this event at this link


reach success with these 10 tips

Dameria Gultom - Operational Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #2 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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

no one knows africa like we do - managing operations at DHL express

Nitesh Singh - Contact Centre Manager (Bio)

South Africa

RECENT AWARDS

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”.



Role of the Center:

Providing customer service to inbound customers. Complaint handling, booking of shipments, sales enquiries, tracking and tracing of shipments.

Industry Sector: Logistics

enhancing quality and service through leadership

Choerniadi Tomo - Manager Customer & Technical Service (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

leadership agility for every season

Jenny Rusli - Vice President (Bio)

Indonesia

RECENT AWARDS

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.

 

We will be sharing our best practices which include
 

  1. 1. How to manage Team Engagement during the period of crisis
  2. 2. How to nurture, empower, and drive the team to optimally achieve the target in time of crisis
  3. 3. How to build collaboration with others unit to support our performances
  4. 4. How to become a Resilient Leader
  5. 5. How to maintain Customer Engagement and fullfill the Customer needs in the period of crisis.


 

Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: LeadershipOperational ManagementTeam ManagementEmployee EngagementMotivationStrategy


Feb 111:47 PMTRACK 1
How To Sell More in Your Center! - Top Sales Professionals Explain!

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:

  • How to stay motivated in sales
  • What they do to help others succeed
  • Their tips for managing sales professionals


View a full list of all companies Presenting at this event at this link


selling more - the secret about Teng-Go

Nurul Jubaedah - Contact Center Representative (Bio)

Indonesia

RECENT AWARDS

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
 

  1. The Introduction of my Job as Sales Professional
  2. Target and Business of BRI
  3. Day to day life
  4. My Challenges
  5. Strategy to be a winner
  6. My own strategy to implementation
  7. Pomodoro Technique
  8. What is simple and unique yet powerful technique
  9. KPI in term of quantitative
  10. Tactical approach


 

Role of the Center:

Our Call BRI support the Bank Rakyat Indonesia, PT sell products

Industry Sector: Banking / Finance / Credit

top sales tips for results

Sascha Hugo - Sr. Executive (Sales & Service) (Bio)

South Africa

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

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



Role of the Center:

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

Industry Sector: Service Industry

how my sales style is like a sniper and i get results!

Jiadaturrahman Bakri - Sales Professional (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

SALES TIPS FOR SUCCESS FROM A FRONT LINE TOP PERFORMER

Burcu Balaban - Contact Center Sales Represantive (Bio)

Turkey

RECENT AWARDS

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
 

  1. ı have information about the product and the company
  2. ı follow innovations every day and I improve myself with online trainings and meetings with my managers
  3. make the customer feel reliable with my voice tone and talking style
  4. use time well and be a good listener
  5. I am trying to understand need while listening to the customer .finally I tell the benefits of the product especially and ending it with sales


 

Role of the Center:

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

Industry Sector: Banking / Finance / Credit

Topics relating to this track: MotivationSalesIncentives


Feb 112:59 PMTRACK 1
Technology Innovation - How And Why Centers Develop Their Own Solutions

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

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


View a full list of all companies Presenting at this event at this link


HALO BCA INNOVATES THROUGH TECHNOLOGY

Aditya Cakrawidya - IT Analyst (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

a campaign management tool to enhance sales and service

Natalya Yashina - Head of contact center (Bio)

Russia

RECENT AWARDS

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
 

  1. Campaign Management is a system for developing customer's numbers.
  2. Campaign Management forms a simple, honest, profitable offer using a single point of communication with the entire base, a single contact policy, automation in accounting for the effect of campaigns, and integration of all available channels.
  3. Campaign Management is a way to expand the services offered through partnerships (Litres, Megogo).
  4. The company optimized the operation of operators with customer numbers using Campaign Management.
  5. Campaign Management is a satisfaction driver.


 

Role of the Center:

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.

Industry Sector: Mobile/Telcom/ISP

think out of the screen to provide help!

Widyawati Widyawati - Head of The Bureau of Communication and Community Services (Bio)

Indonesia

RECENT AWARDS

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
 

  1. The previous progress or our Contact Center 1500567
  2. New government Initiative in the Health Industry
  3. Objectives and Challenges for Indonesia rising population
  4. Our Key Initiative and Program
  5. Technology in supporting the Program deployment
  6. Lesson Learnt and the Contact Center technology role for acceleration
  7. The out of the box technology approach and collaboration to roll out
  8. Key Results and Things to Improve
  9. Stage of implementation
  10. Tips


 

Role of the Center:

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

Industry Sector: Government

Leveraging The Ordinary to extraordinary

Akbar Prathama Sadikin - Customer Services Platform Senior Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Ranked #1 in the World 2019

Ranked #2 in the Region 2019

Center Size:963

Tokopedia is an Indonesian technology company with a mission to democratize commerce through technology.



Role of the Center:

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.

Industry Sector: Retail / Online Sales

Topics relating to this track: Self ServiceSecurityTechnologyProductivity ToolsInnovationPerformance


Feb 114:27 PMTRACK 1
Technology Innovation Self Service Solutions To Enhance CX

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


Let's Talk about bots, baby!

Pommie Lutchman - Founder & CEO | Customer Contact, Conversational AI & Bot Evangelist | Survivor (Bio)

South Africa

RECENT AWARDS

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
 

  1. Global Intelligent Virtual Assistant (IVA) "Bot" Market through 2027
  2. What are key Drivers of Bots?
  3. What are Key Success Factors of Bots?
  4. How to build a Bot?
  5. What are some of the Results of a Successful Bot Project?


 
Industry Sector: Hardware / Software / Tech

Topics relating to this track: Self ServiceTechnology


Feb 114:49 PMTRACK 1
How To Manage Customers Better At the Frontline!

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


INCREASING CSAT ALSO INCLUDES HELPING COWORKERS

Dimitri Pratamaputera Irman - Contact Center Agent (Bio)

Indonesia

RECENT AWARDS

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
 

  1. My Profile
  2. My Motivations
  3. Key steps to be proffesional Contact Center Agent
  4. Tips and Trick on how to be proffesional Contact Center Agent
  5. Engaging with the customer


 

Role of the Center:

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

Industry Sector: Utilities (gas / hydro / power)

WHAT WE CAN LEARN FROM PROFESSORS TO ENHANCE SERVICE

Kherianda Nadhilah - Customer Service (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Customer ServiceEmployee EngagementMotivation


Feb 115:32 PMTRACK 1
Setting up and Running Home / Remote Agent Programs Successfully

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:

  • Recruiting home agents
  • Security of data
  • Managing and motivation
  • best practice lessons and tips


View a full list of all companies Presenting at this event at this link


worlds largest gaming company goes home

Raul Polanco - Call Center Supervisor (Bio)

United States

RECENT AWARDS

Ranked #1 in Americas 2020

Center Size:150

Technical support contact center for global gaming company.

 

We will be sharing our best practices which include
 

  1. Pro's & Con's to Remote Agent program
  2. Technologies used
  3. Agent Engagement
  4. Supervising/Monitoring Remote Agents
  5. Related Costs/Cost savings
  6. KPI/Metrics Impacts
  7. Work Environment


 

Role of the Center:

Providing world class technical support to Gaming product customers all over the world

Industry Sector: Service Industry

breaking the work from home mindset in the contact center

Raihan Al Fauzan - CX Insights & Analytics Senior Lead (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

Center Size:963

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
 

  1. Initiation of home/remote agent program, caled NakaBunda, before the pandemic hitting
  2. The importance of Business Continuity Plan (BCP) and Geo-Redundancy Plan
  3. Strong Dedicated DevOps to support the contact center
  4. 100% WFH Operations of Contact Center in all site across Indonesia


 

Role of the Center:

Handling customer inquiries, requests, and complaints. Beside, do some telesurvey and telesales.

Industry Sector: Retail / Online Sales

Topics relating to this track: StrategyEmployee EngagementSecurity


Feb 1112:30 PMTRACK 2
Customer Service Best Practices By Centers with More Than 250 Agents

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


ASSIST DELIVERS TURKSAT CABLE CUSTOMERS TOP SERVICE

Gokhan Ayseli - Business Development Director (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Ranked #1 in the Region 2019

Ranked #2 in the Region 2018

Center Size:14000

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
 

  1. Among our business partners, there are globalized brands of Turkey. Also Turksat Cable, one of these strong brands.
  2. Turksat, which provides satellite services in a wide geography from Asia to Africa, is in a very intense interaction with its customers.
  3. From the first moment we hear about the customer's problem, we care about the solution of the problem as well as the customer satisfaction
  4. And as a leader, our priority is to define customers' expectations from customer service.Accessibility;Empathy;Expertise;Know the Product


 

Role of the Center:

Customer Interaction Center and Business Process Outsourcer

Industry Sector: Service Industry

DELIVERING A COMPETITIVE ADVANTAGE WITH FIRST CALL RESOLUTION

Burçin Güneş - Contact Center Training Manager (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Center Size:420

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.



Role of the Center:

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

Industry Sector: Banking / Finance / Credit

EXCELLENT SERVICE IN A DIGITAL BANKING ENVIRONMENT

Maria Wibisono - Assistant Vice President (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

BANKING ON PEOPLE, PROCESSES AND TECHNOLOGY

Zeynep Celebi - Manager (Bio)

Turkey

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Banking / Finance / Credit

GREAT SERVICE STARTS WITH A FOCUS ON THE DETAILS

Saori Honda - Deputy Manger (Bio)

Japan

RECENT AWARDS

Ranked #1 in Asia Pacific 2020

CO-PRESENTER

Shinsuke Hiroshige - Staff (Speaker Bio)

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
 

  1. Understand our current situation
  2. understand what our customers want
  3. Understand what is needed in our contact center
  4. Creat the tool by ourselves
  5. Do not always forget customer-focused mindset


 

Role of the Center:

Our contact center's roles are to support our policyholders related to their insurance covers or to accept insurance claims.

Industry Sector: Insurance

delivering more than the mail at ptt - the national post and telegraph directorate

Metin Kara - Team Leader (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

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.



Role of the Center:

The management processes of the projects, following the tender processes, managing the business development processes, following and completing the progress payment documents

Industry Sector: Government

Topics relating to this track: StrategyCustomer EngagementEmployee Engagement


Feb 112:45 PMTRACK 2
Turning Cost Centers into Profit Centers Through Sales Campaigns

Want to run some campaigns that will help you sell more through your contact center? In this session:

  • We share best practices from inbound and outbound sales campaigns
  • Help you understand what works and what does not
  • Share tips and tricks


View a full list of all companies Presenting at this event at this link


Tuti Sugiarti - Supervisor (Bio)

Indonesia

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
 

  1. The fact that BRI Link is exist in indonesia
  2. The current support of BRI Link
  3. Thousand opportunities
  4. Sales utilizing the network
  5. Results
  6. Tips


 

Role of the Center:

Sell product

Industry Sector: Banking / Finance / Credit

Leading Turkish Bank Exceeds Sales Targets By over 300%

Mehtap Soyutürk - Sales and Contact Center Director (Bio)

Turkey

RECENT AWARDS

Ranked #1 in Europe,Middle East and Africa 2020

Center Size:420

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
 

  1. our contact centers targets
  2. our success story
  3. technology
  4. sales campaigns
  5. our team sprit


 

Role of the Center:

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

Industry Sector: Banking / Finance / Credit

have a coke and smile with this successful sales campaign

Mohamad Irvan - Customer Care Operation Manager (Bio)

Indonesia

RECENT AWARDS

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. 



Role of the Center:

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.

Industry Sector: Retail / Online Sales

HOW TO WIN THE CUSTOMER IN THE DIGITAL WORLD

Angela Wanodya Sawangi - Sales Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing.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.

Industry Sector: Banking / Finance / Credit

HOW TO BOOST YOUR SALES WITH AMAZING SEQUENCES

Hendriana Budiawan Karlan - Supervisor (Bio)

Indonesia

RECENT AWARDS

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
 

  1. Campaign description
  2. Campaign Objectives
  3. Campaign Strengths
  4. How to work
  5. Customer Experience


 

Role of the Center:

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

Industry Sector: Mobile/Telcom/ISP

Topics relating to this track: StrategySalesPerformance


Feb 114:29 PMTRACK 2
Recruiting for Your Contact Center? - Unique and Effective Strategies

Recruiting the right staff at the right time can be challenging - hear how these organizations do just that. You will:

  • Learn new tips and tricks
  • Have ideas on alternative methods
  • Hear the results of other recruitment drives
  • Find out how to make recruitment more successful


View a full list of all companies Presenting at this event at this link


THE EVOLUTION OF RECRUTING IN THE DIGITAL AGE

Via Rahma - HR Assistant Manager (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

HOW THE FASTEST GROWING RUSSIAN MOBILE CO RECRUITS TO ITS VALUES

Lidia Velichko - HR Director of Contact centre (Bio)

Russia

RECENT AWARDS

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
 

  1. Current campaign
  2. Corporate culture and the value system as the main competitive advantage in mass recruitment
  3. The treatment of employees as clients of the company and constant work with the employee engagement
  4. Digitalization as recruitment tools
  5. Campaign results


 

Role of the Center:

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.

Industry Sector: Mobile/Telcom/ISP

the seeds of a company future

SITI AROFAH - merchant care staff (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

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

Industry Sector: Banking / Finance / Credit

Topics relating to this track: StrategyEmployee Engagement


Feb 115:29 PMTRACK 2
Going Green - How to Make Your Center Environmentally Friendly

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

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


View a full list of all companies Presenting at this event at this link


A ZERO WASTE LIFESTYLE AT BANK BRI CONTACT CENTER

Imam Sulistiyo - Team Leader (Bio)

Indonesia

RECENT AWARDS

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
 

  1. The awareness of human being
  2. Company concern on the Go Green
  3. Zero Waste approach
  4. Zero Waste Implementation
  5. The Number save due to Zero Waste
  6. Tips


 

Role of the Center:

Our contact center provides customer service through voice and social media for all enquiries

Industry Sector: Banking / Finance / Credit

HOW THIS AWARD WINNING CENTER HELPS SAVE OUR PLANET

Sapto Panglipur - Assistant Vice President (Bio)

Indonesia

RECENT AWARDS

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.



Role of the Center:

Halo BCA holds the vision to be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions:
(1) To provide competent human resources and appropriate technologies,
(2) Implement a world-class Contact Center,
(3) Provide the best banking solutions in order to create a very satisfying Customer experience.

Halo BCA is designed to be able to provide fast and accurate solution. We operate 24/7 and can be reached by phone, email, fax, video call, Video Banking, Twitter and web. Halo BCA services: banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/Syariah branches, outbound calls and many more. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry.

Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. 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.

Industry Sector: Banking / Finance / Credit

Topics relating to this track: Employee EngagementGreen InitiativesEnvironment


both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 0
session page-view-total = 0
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =