Conference Schedule

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TIO Risma Aprilyani - CUSTOMER SERVICE (Bio)

Indonesia

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 the Center:

role of my contact center as support customers for informations and complaint handling


Rahmaniar Agustin - Customer Service (Bio)

Indonesia

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services



Role of the Center:

0-800-1-TELKOM is one TELKOM contact center for Corporate Customer. It provided DES ( Division Enterprise Service ) Contact Center for 24 hours in 7 days, which held Inbound Services, Outbound Services, and Engineering Services. Enterprise Service Division serves large corporate customers that include enterprises, national companies and multi-national companies. Account manager or representative manager of the Enterprise Service Division manage customers through direct-visiting. Enterprise customers based on its business are grouped into thirteen groups: Banking Management Services, Education Management Services, Energy & Resources Services, Finance Management Services, Government Management Services, Hospitality & Business Services, Healthcare & Welfare Services, Logistic & Transport Services, Manufacturing & Agribusiness Services, Media & Communication Services, Military & Police Services, Property & Construction Services and Trading & Distribution Services.


Ihwal Periyasa - Customer Service Agent (Bio)

Indonesia

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services



Role of the Center:

1500250 is one TELKOM contact center for Business Member. It provided I-TAM (integrated Tele-Account management) 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


Lia Emelda Siti Aisyah - Customer Service (Bio)

Indonesia

Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services



Role of the Center:

1500250 is one TELKOM contact center for Business Member. It provided I-TAM (integrated Tele-Account management) 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


Dian Sahri Ramadhan - CS Professional (Bio)

Indonesia

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, 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.


Jason Lau - e-channel Customer Service Representative (Bio)

Hong Kong

HKT is Hong Kong’s major telecommunications service provider and 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, 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. Provide comprehensive online customer service
  2. Make changes from voice to multimedia
  3. Educate our customer
  4. Get connected with the public
  5. Master Multi-skill & multi-task
  6. Arouse continuous support to peers
  7. Communicate with new gen
  8. Together everyone achieves more
  9. Engage with common value
  10. Keep Lifelong learning


 

Role of the Center:

Our Inbound contact center is established to provide comprehensive customer service and technical support to our customers who subscribe to our Internet, Pay-TV, and Line land services. We are the largest telecommunication company in Hong Kong and we are running a sizable hotline operation to serve our customers / potential customers through voice and written channels. We are operating 7X24 to offer our customers round-the-clock support whenever/wherever they are. Our well-trained call center personnel handle order taking, support for products and services, appointment scheduling, technical support and Help Desk services, live chat and instant messaging. We have decades of experience in delivering high-quality customer services. Our focus on product knowledge and quality service adds significant value to company’s brand; which helps increase revenues and profits, and boosts the lifetime value of customers.


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Comments From Delegates 2023

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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

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