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Rahman Sujati - Customer Service (Bio)

Indonesia

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.



Role of the Center:

1. Complaint Handling 2. Giving Information 3. Customer Service


Nina Cometa - Assistant Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in the Region 2016

Rich in history, strong financial health, excellent human resources, and reliable technology, BNI certainly has been on the right track to become a national bank with global capabilities. Since its establishment in 1946, BNI has always been part of the dynamics of national development in Indonesia. Now BNI has grown and developed into a solid national bank with sustainable financial performance. ‘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. BNI believes that human resources are one of the most valuable assets of any company or organization, without which sustainability is not possible. BNI seeks to create a great place to contribute, learn, and grow, to be the pride of the nation.



Role of the Center:

BNI Contact Center or BNI Call exist as an appreciation from PT Bank Negara Indonesia for it's customers. Customer can contact BNI Call from any places in the country and will be served by BNI Call Officer (BCO) and interactive voice response (IVR) non-stop 24 hours a day and 7 days a week. Through BNI Call Service, customers are provided with access to information, conduct transactions and obtain solutions for problems related to banking and credit card. BNI Contact Center vision is to be the Best Contact Center in the world.


Junita Farma Hutabarat - Supervisor (Bio)

Indonesia

Telkom Indonesia is the telecommunication business unit mainly focused in fixed line telephony, internet and data communications. It is also the parent company of the Telkom Group, which is engaged in a broad range of businesses that consist of telecommunication, multimedia, property and finance services. As well as opening new revenue streams for the company, Telkom’s focus on delivering IME also represents Telkom’s contribution to the economic and social development of the nation. Telkom customers are divided into Three Groups: Consumer Service Division, which handles personal customers. Business Service Division, which handles the business customers (Small, Medium, Enterprise). And the third, Corporate service division, which handles TELKOM Corporate customers. Each division has its own contact center. Contact Center.



Role of the Center:

CC 147 is one of TELKOM contact center for Consumer Member. It provided CC 147 for Contact center for 24/7, which held Inbound Services, Outbound Services, and Engineering Services. Outbound Services had a task to profile the customer characteristic and their needs of telecommunication product. After they doing profiling they can selling product that needed by the customer, and also caring their product. Our Outbound services were not just about sales, but it’s more like a Consultant. Inbound had a task to help customer troubleshooting problem, oversee Provisioning and interference ticket, and also serve TELKOM products information and it’s registration. And the last are Engineering agent, they had a task as a help desk that squire product activation, coordination with other backroom area, and also maintaining the Infrastructure network for TELKOM Business Customer


Dameria Gultom - Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in the World 2015

Ranked #2 in the Region 2015

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 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, 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. 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.


Eko Winaryo - Outbound Call Center Manager (Bio)

Indonesia

Telkomsel is a cellular operator in Indonesia. Telkomsel expands 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 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 technologies, competitive products, services, and solutions. These will lead Indonesia to a broadband-based society based on a mobile technology roadmap.



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. Our Contact Center has main role as : •Customer Service •Customer Loyalty •Inbound Sales •Outbound Sales •Internal Helpdesk For the outbound call center operational hour start from : 8 Am till 6 PM, and the role is selling products; we divide our customer into 3 segments; 1. Prepaid, 2. Postpaid, 3. Coorporate. Based on that valuable customer segments; We create 3 campaign categories; 1. Sales; We are offer data package, telephony and sms package, and Bundling-device programs cooperating with cell-phone company, 2. Caring/Non-sales; Loyalty and Retention programs (give gimmick; voucher, ticket, and gift for special customer), Educating our customer postpaid to change their hardcopy billing into e-bill, Survey programs, and changing simcard from 2-3G to 4G. 3. Telecollection; Educate and reminding our customer if they did'nt pay their bills on time. Our outbound center; is not just sell, offer, remind, or educate our customers, we give many alternative products and solution appropriate with customers needs. We deliver a highly standard of service and quality, that can increase our customer experience


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