Conference Schedule

Print Schedule

Hari Andrianto - Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in the Region 2016

Ranked #1 in the Region 2015

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.


Yusuke Nakamura - Project Manager (Bio)

Japan

Sumitomo Mitsui Banking Corporation (SMBC) and its group of companies offer a broad range of financial services centered on banking. They are also engaged in the leasing, securities, credit card, investment, mortgage securitization, venture capital and other credit related businesses.

 

We will be sharing our best practices which include
 

  1. How we developed the innovative solutions to enhance customer service.
  2. Challenges we faced and had to overcome with the solution.
  3. Lessons we learned in developing our solution.
  4. How to encourage staff members to learn, develop, and implement new technology.
  5. New technology led to an increase in the first contact resolution rate and customer satisfaction.


 

Role of the Center:

Our main functions are Customer service, Outbound sales, Inbound sales, Help desk-external. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction. The role of our center, due to changes in the customer's environment and lifestyle, while utilizing full channel characteristics of the remote, along with the branch is to realize the operational efficiency for operating and contribution to improved customer satisfaction.


Nishant Banthia - Senior Director, Global Consumer Support (Bio)

India

Center Size:6000

Incorporated in 1996, Dell India has been among the fastest growing technology companies in the country. An engine for Dell’s global growth, Dell India is a strategic component of Dell’s transformation into a true IT solutions partner and a ‘trusted IT advisor’ focused on end-to-end offerings. With over 27,000 team members, Dell India is the largest operation for Dell outside the US and has presence across eight cities – Bangalore, Hyderabad, Delhi, Pune, Noida, Coimbatore and Chennai. Dell has invested significantly in building end-to-end solutions and delivery capabilities - sales & marketing, manufacturing hub, Dell Services, R&D Centre, Customer Contact Centers, Dell IT, Global Analytics and Global Financial Services – besides setting up a distribution network of commercial and retail channel and a service network that spans over 650 locations across India.

 

We will be sharing our best practices which include
 

  1. The past – knowledge is nice, but…
  2. What is the Solve ?..
  3. What does it cover?..
  4. What are we doing today?..
  5. Success Measure…
  6. Implementation during a real-time excursion
  7. Communications


 

Role of the Center:

Dell routes technical support queries on products for the Consumer & Commercial market according to component-type and to the level of support purchased:  Basic support provides business-hours telephone support and next business-day on-site support / Return-to-Base, or Collect and Return Services (based on contracts purchased at point of sale)  Dell Premium Support / ProSupport provides 24x7x365 telephone and online support, a selection of 4 or 6-hour onsite support after telephone-based troubleshooting, and a Mission Critical option with two-hour onsite support, for customers who choose the highest level of support for their most critical hardware assets. In addition, the company provides protection services, advisory services, multi-vendor hardware support, how-to support for software applications, collaborative support with many third-party vendors, and online parts and labor dispatching for customers who diagnose and troubleshoot their hardware.


Derek Chan - Telebet Support Manager (Development) (Bio)

Hong Kong

The Hong Kong Jockey Club (a.k.a. the “Club”) founded in 1884 has been operating an unique “not-for-profit” model to the betterment of Hong Kong through its integrated business operations of world-class racing and sports entertainment, membership, responsible wagering, charities and community support. The Club is contributing significantly to the economic and social development of Hong Kong. It is the largest single taxpayer, contributing US$2.7 billion in 2015/16. To be Hong Kong’s premier charity and community benefactor, the Club donated US$500M to support a vast range of charitable and community projects in 2015/16.

 

We will be sharing our best practices which include
 

  1. Describe the internal solution introduced
  2. Why was the solution deployed
  3. Challenges that faced during development and implementation
  4. How to overcome the challenges
  5. Benefits to the Club and customers
  6. Experience sharing


 

Role of the Center:

The Hong Kong Jockey Club (a.k.a. the “Club”) founded in 1884 has been operating an unique “not-for-profit” model to the betterment of Hong Kong through its integrated business operations of world-class racing and sports entertainment, membership, responsible wagering, charities and community support. The Club is contributing significantly to the economic and social development of Hong Kong. It is the largest single taxpayer, contributing US$2.7 billion in 2015/16. To be Hong Kong’s premier charity and community benefactor, the Club donated US$500M to support a vast range of charitable and community projects in 2015/16. Telephone Betting Services Department is one of the three business channels of the Club that has four mega contact centers with a total capacity of 2,800 service agent positions and an automated IVR platform. It contributed US$3.76 billion turnover and handled 130 million customer calls in 2015/16. Amongst the four contact centers, the ShaTin Telebet Centre (STC) established in August 2015 is the next generation flagship centre operating 7x24 to cope with the ever-increasing business growth of the Club. The STC moved into a newly built premise which consists of 1,000 workstations equipped with state-of-the-art technology and innovative services. It handles 60% of the total customer transactions annually. This STC provides various job opportunities to nearby 20 km population; employs over 3,000 part-time and full time operating staff offering quality telephone wagering services to over two million account based customers. It also fosters spirit of the social responsibilities by developing charity programs or volunteer service to local community.


Amandeep Singh Arora - SVP- Talent Excellence (Bio)

India

RECENT AWARDS

Teleperformance in India, established in 2001, is a provider of outsourced Omnichannel Customer Experience at every touchpoint. We are the providers in expanding the BPO industry across non-metro cities in India to leverage the vast demographic dividend of these smart cities. With our centers present in Mohali, Indore, Jaipur and Gurgaon, we are the employers of choice in these locations. Over the past 16 years, we have been providing Customer Support to International & In-country clients. Teleperformance in India delivers end-to-end solutions encompassing Technology, Process and People to manage complete Customer Experience for top Global MNCs.



Role of the Center:

We are the worldwide leader in outsourced omnichannel customer experience management. Teleperformance connects the biggest and most respected brands on the planet with their customers by providing customer care, technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to ensure consistently positive customer interactions. When your customers contact you or vice versa, we are there to support them and make sure they have a unique experience with your brand in all channels. We constantly invest in research and development to get a deeper understanding of customers' thoughts, behaviors and needs - for different countries, industries, channels and generations. We are experts in people interactions and it gives us the edge in delivering a superior customer experience in every contact. For almost four decades, we have been helping our clients in more than 160 markets around the world strengthen their relationships with their customers. We are a team of 190,000 passionate people working in 311 sites providing outstanding customer experience from 65 countries in 75 different languages. As one of the world’s larger private sector employers and clear global industry leader, our strategy is to attract and retain the best people and provide the best working environment to inspire our teams all around the world. We know happy employees are more engaged to make a better experience that drives higher customer satisfaction, retention and growth.


Erich Sunarta - Senior Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in the World 2016

Ranked #1 in the Region 2016

Ranked #2 in the World 2015

Ranked #1 in the Region 2015

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.

 

We will be sharing our best practices which include
 

  1. Background : about the technology solution and why we developed it
  2. Benefit : what is the benefit for company and customers
  3. Challenges and Creativities : what is the challenges and what we do to overcome the challenges
  4. Result : what is the result
  5. Lesson and Tips : lesson learnt and tips that others centers can benefit from


 

Role of the Center:

Halo BCA holds the vision To be a Contact Center that provides continuous and reliable quality services, exceeding customer expectations and to meet the standards of a world-class Contact Center. To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate technologies, (2) Implement a world-class Contact Center, (3) Provide 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 24/7 and can be reached 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. Halo BCA has received many awards in Indonesia and at the world level. Halo BCA has become a Role Model for branches and the contact center industry. Many companies in Indonesia and from other countries visit our contact center for benchmarking and sharing. So in summary, Halo BCA's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspects of the business and country.


Dian Rahma Latifa Hayun - Staff IT (Bio)

Indonesia

RECENT AWARDS

Ranked #2 in the Region 2016

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:

Telkom Corporate Customer Care Center (C4) is one of Telkom services that carry out the entire process to receive, follow up and resolve the problem of Corporate Customer including incident management handling, service assurance, product information and billing information. C4 is running for 24 hours in 7 days, which held Inbound (Tier-1) Services, Outbond (Tier-2) Services, Network Monitoring System (NMS) services, IMES (Information, Media and Edutainment) monitoring services. Incident management handling is main role of C4, an activity related to the process of preventive and corrective action if any problem of product and services are used by customer to meet Service Level Guarantee (SLG) and Quality of Service (QoS) which has been agreed between Telkom and Customers. Activities handled by C4 Agent is for the management of complaint received by phone, email and then oversee the resolution and coordinate with all parties (include backroom and Telkom subsidiaries) to resolve the problem.


DELEGATE TESTIMONIAL VIDEOSDelegates Share their thoughts on these events from ContactCenterWorld.com

BCA (Bank) on ContactCenterWorld Events

Jim of Showdown Displays on ContactCenterWorld.com events

Alberto Zurich NA on ContactCenterWorld.com events

Neo of MultiChoice Group on ContactCenterWorld.com events

Rudi Scout of Grypp on ContactCenterWorld.com events