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Cheryl Paul Abdullah - Head of Customer Contact (Bio)

Malaysia

RECENT AWARDS

Ranked #2 in the World 2017

Ranked #1 in the Region 2017

AIA Bhd. is a leading insurer in Malaysia, where we have been privileged to do business since 1948. We offer a suite of financial solutions including Protection, Health, Personal Accident, Employee Benefits, General Insurance, Mortgage, Retirement and Family Takaful products to meet our customers’ protection and financial security needs at every life stage.

 

We will be sharing our best practices which include
 

  1. Call Volume Reductions
  2. Flexibility of Choice for Customers
  3. Make better decisions based on customer data
  4. Make Service Recovery a priority
  5. The fundamentals must be ingrained in your Management Team so that it runs on auto-pilot
  6. Gamifying staff performance makes a lively and motivating workplace and workforce.


 

Role of the Center:

The role of our Contact Center is as a one-stop-shop for all our customer's protection and financial security needs at every life stage. In addition to this, we also have a team handling customer retention. In short, we manage internal and external customers of my company and this includes assisting on anything and everything our customers need.financial solutions including The Contact Center has 150 seats in total where we manage inbound calls as well as make outbound customer retention calls. We call ourselves Generation CX and We commit to Deliver a Personalized and Trustworthy experience to customers, first time, every time. We do this by 1)Taking Personal Responsibility, 2) Making, Embracing & Keeping Promises, 3)Trusting and Empowering People and 4) Always Thinking Customer.


Christy Ivana - Sales Professional (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in the Region 2015

Ranked #1 in the Region 2015

CO-PRESENTER

Recky Jacobus - Administration and Internal Compliance Staff (Speaker Bio)

The Directorate General of Taxes (the DGT) Contact Center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth. Our contact center has been heavily involved in expanding the database, validation phase, and maintaining the database to deliver a robust system that significantly contributes to the improvement the taxpayer compliance level. In summary, the DGT Contact Center has been gradually evolving into the MAIN COMMUNICATION CHANNEL between taxpayers and the Indonesian government for various taxation matters.



Role of the Center:

The Directorate General of Taxes (the DGT) Contact Center holds a strategic position as a channel to provide supports for the existing taxpayers and potential taxpayers in the forms of providing information and education, managing complaints, and carrying out persuasive campaigns to the society on the benefits of taxes for the Indonesian economic growth. Our contact center has been heavily involved in expanding the database, validation phase, and maintaining the database to deliver a robust system that significantly contributes to the improvement the taxpayer compliance level. In summary, the DGT Contact Center has been gradually evolving into the MAIN COMMUNICATION CHANNEL between taxpayers and the Indonesian government for various taxation matters.


Yan Rinaldi - Manager Service Quality Assurance (Bio)

Indonesia

bussines state owned company in indonesia delivering service for railway company



Role of the Center:

PT Kereta Api Indonesia (Persero) is a state owned company, the one and only railway tranposrtation in Indonesia. We built contact center on April 1st, 2010. Because the company changed its focus from profit oriented to customer oriented and Implementing Law No. 23 of 2007 regulations on minimum service standards. Contact center strategy is to provide the best solutions to customers and provide the best experience to gain customer loyalty. Contact center become the memorable service that gives information, education, help the ticket reservation, and problem solving to the customer. It becomes a bridge to provide information and interaction between company and customer. Contact center 121 has operation’s hour : 24 hours/a day 7 days/ a week , with our motto “You are Our Priority”. Not only as a source of information but Contact Center 121 nowadays become a source of revenue for the company. The average call offer reached around 5000 call per day, and the average of ticket reservations reached 100.000 calls per month, with these number contact center has successfully contribute company’s revenue by Rp 178.529.988.500/ year. Recently @KAI121 has 355.897 follower and has been clarified by twitter in early 2015. We always make improvements to develop our Contact Center, by recruiting best talent, training, using a sophisticated technology, and implementing reward and punishment to employee. Nowadays, our Contact Center become a pilot. Its proven by a lot of achievements in the service’s field and many company visiting and benchmarking to 121.


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