Conference Schedule

Print Schedule

Gary Lee - Assistant Quality Assurance Manager (Bio)

Hong Kong

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

 

We will be sharing our best practices which include
 

  1. Job description of the quality auditor in my contact center
  2. Challenges in my contact center. Internal VS external
  3. Quality standard to evaluate the agents’ performance
  4. Comprehensive monitoring process. Not only focus on the calls but the whole handling case
  5. Effective communication platform in the digital age
  6. Help center to adapt to the dynamic business environment
  7. Good working relationship with center
  8. Positive working attitude
  9. Appreciation culture to encourage success
  10. Result of the quality actions


 

Role of the Center:

To cater for the evolving needs of customers and to stay competitive amidst industry-wide challenges, we work relentlessly to ensure our service capabilities go from strength to strength. While maintaining our outstanding contact centers as the major touchpoints, we have put in place diverse communication channels, including outreach road shows, WhatsApp and Live Chat, to further bolster customer experience. As an integrated contact center in Hong Kong, we adopt a consultative selling approach to understand customers’ needs during conversation and recommend them our premium quadruple-play services. To serve different customers, our agents provide support in various languages, including Cantonese, English, Mandarin and Japanese. Last year, we handled over 1.9 million inbound calls and 3.1 million outbound calls, offering one-stop solutions to our customers.


Nia Hariawati - Quality Auditor (Bio)

Indonesia

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



Role of the Center:

Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 7 times 24 hours and can be reach by phone, email, fax, video call, twitter and web. Halo BCA services : banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/syariah, branches, outbound calls, and many more. The key to successful Halo BCA is our reliable team with up to date technology to provide any solution to any problems Customer may have. Halo BCA contact center as the channel, PT Bank Central Asia,Tbk as the organization and also the community where we are grow and at the end bring value to the country level. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing with us. So in summary, Halo BCA role is supporting services, provide value added interaction, support for Customer growth, and contributing to all aspect of business and country.


Dumaria Gultom - Quality Auditor (Bio)

Indonesia

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



Role of the Center:

Halo BCA hold the vision To be a Contact Center that are reliable in providing continuous quality services, exceeding customer expectations and meet the standards of world-class Contact Center services. To achieve that vision, Halo BCA has three mission : (1) To provide competent human resources and innovative technologies and appropriate, (2) Implement world-class Contact Center, (3) Providing the best banking solutions in order to create a very satisfying Customer experience. Halo BCA is designed to be able to provide fast and accurate solution. We operate 7 times 24 hours and can be reach by phone, email, fax, video call, twitter and web. Halo BCA services : banking, credit card, electronic banking, credit consumer, bancassurance, Islamic banking/syariah, branches, outbound calls, and many more. The key to successful Halo BCA is our reliable team with up to date technology to provide any solution to any problems Customer may have. Halo BCA contact center as the channel, PT Bank Central Asia,Tbk as the organization and also the community where we are grow and at the end bring value to the country level. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing with us. So in summary, Halo BCA role is supporting services, provide value added interaction, support for Customer growth, and contributing to all aspect of business and country.


DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from ContactCenterWorld.com

BCA (Bank) on ContactCenterWorld Events

Jim of Showdown Displays on ContactCenterWorld.com events

Alberto Zurich NA on ContactCenterWorld.com events

Neo of MultiChoice Group on ContactCenterWorld.com events

Rudi Scout of Grypp on ContactCenterWorld.com events

Bharat of ABSA Bank on ContactCenterWorld.com events

Mariana of Teleperformance on ContactCenterWorld.com events

Lisa Widodo of BLIBLI on ContactCenterWorld.com events

Jephin of Dubai Tech on ContactCenterWorld.com events

Mario Pereira Manpower Group on ContactCenterWorld.com events

Andrew of IGT on ContactCenterWorld.com events

Saskia Kusumah of Prodia on ContactCenterWorld.com events

Comments From Delegates 2023

Teleperformance Portugal on ContactCenterWorld.com Events

Bank Negara Indonesia on ContactCenterWorld.com NEXT GEN events

Blibli on ContactCenterWorld.com Events

Rendar Mahardhika Putra - Head of Contact Center at Coca-Cola Europacific Partners Indonesia on ContactCenterWorld.com Events

Neo Marinyele - Senior Call Centre Manager at Multichoice SA on ContactCenterWorld.com Events

Dave D'Arcy - Industry Expert & Veteran

Via Rahma - Manager at PT Bank Central Asia Tbk on ContactCenterWorld.com Events

Candido Ferreira - Director at ManpowerGroup Portugal on ContactCenterWorld.com Events

Dian Sahri Ramadhan - Manager at PT Bank Central Asia Tbk on ContactCenterWorld.com Events

Faran Niaz of CX Future on Contact Center World events

WOW What an Amazing Event

Vendor: I like to know what others are doing with technology

WOW - Join this event!

This event is ....!!!

Stephen Abbruzzese Concentrix NZ on ContactCenterWorld Conferences

Edna Pereira Astro on ContactCenterWorld Conferences

Jasmin Aksan Astro on ContactCenterWorld Conferences