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Suzanna Tan - Contact Centre Team Manager (Bio)

Singapore

RECENT AWARDS

Ranked #2 in the Region 2013

Express deliveries worldwide; freight forwarding with planes, trucks, ships and trains; warehousing services that go beyond just storage, but include everything from packaging to repairs; international mail deliveries; customized and specialized shipping – if it is about logistics, it is about DHL.

 

We will be sharing our best practices which include
 

  1. Contact center performance
  2. Customer satisfaction and our programs
  3. Quality management
  4. Key improvement areas implemented in 2016
  5. Driving & Supporting Upselling in Contact Centre


 

Role of the Center:

My Contact Centre manages an average 6,500 calls per day and optimizes every one of them. Being a major customer touch point, we deliver a personable, customer experience that is efficient and reliable without using an Interactive Voice Response System (IVRS). We take pride that more than 90% of our calls are picked up within 10 seconds and our abandoned call rate is less than 0.3%. We have evolve from a purely customer service centre to a revenue generating centre by helping our customers meet their needs by promoting our Insurance and Time Definite Express products.


Dameria Gultom - Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in the World 2016

Ranked #1 in the Region 2016

PT. Bank Central Asia,Tbk is the biggest and largest private Bank in Indonesia. The Bank, which is founded in 1957, offers a wide selection of individual and business products and services to its customers. The bank holds the vision to be the bank of choice and a major pillar of the Indonesian economy. BCA total assets reaching over USD 50 billion. BCA supported by 1.160 branches, with total customers of banking and credit card is reaching 13 million customers. Operating 16.783 ATMs and more than 406.463 EDC machines devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.



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.


Inadinna Fadhliyah - HR Staff (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


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