Indonesia
Ranked #1 in the World 2017
Ranked #1 in the Region 2017
Ranked #1 in the World 2016
Ranked #2 in the Region 2016
Bank Indonesia as the central bank, aims to become an institution that actively contributes to the growth of the Indonesian economy and become the best digital central bank in the emerging markets.
role of my contact center as support customers for information and complaint handling
Indonesia
Ranked #2 in the World 2017
Ranked #2 in the Region 2017
PT Angkasa Pura II (Persero), herein after refer to as “Angkasa Pura II” or “Company” is one of the State-Owned enterprises engaged in the airport services and airport related services in Western part of Indonesia. The establishment of Angkasa Pura II is to undertake the management and business of airport and airport-related services by optimizing the utilization of potential resources at the disposal of the Company and implement good corporate governance practices.
Our Contact Center has evolved from traditional Call Center as complaint logging department, now already have a strategic role within the Angkasa Pura II corporation. In the end of Year 2017, in supporting Angkasa Pura II company Giant Goals the Year 2020, the management established new organizational structure that managing the Contact Center 138. One of the biggest change was the transformation of Airport Contact Center from a sub-division into a division which handled call center voice, non voice interaction, social media, and aiming to customer’s engagement. Airport Contact Center should become an operational vehicle for all units in our company, authorize to follow up all complain in a reasonable response time.
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, outsourcing, and contact centers.
Our contact center is to assist our company to provide customer service on 24/7, we developed different channels to serve customers when they raise service request, channels including email, live chat and facebook. Our products include broadband network service, paid TV entertainment, fixed-line service and other home innovation products. Our center will recruit potential staff and we will adopt different performance monitoring and retention strategies. Apart from monitoring staff's discipline, KPI, we will also assist call center manager to resolve issues and problems arising from different situations, in order to maintain a smooth and cost effective delivery of our customer service. We adopted different systems, including CRM, knowledge base, Billing and order management, silent monitoring, to equip our staff to deliver professional customer service support to customers. We will assign customer's requests to staff to handle. Besides, our center provides a supportive work environment to staff in order to deliver customer service through written channels including live chat and social networking (facebook platform). We will constantly review and establish an effective standard operating procedure for our staff to follow. In order to provide a consistent customer experience, our center will fine tune different workflow regularly. Our center provides a very convenient way for customers to approach us directly. One of our main roles is relationship building, in order to retain customer to subscribe our service. Therefore, we will monitor customer's satisfaction in order to to build up professional brand, hoping that they could recommend our service to others.