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Ayu Tresnalestari - Operations Manager (Bio)

Indonesia

RECENT AWARDS

Ranked #1 in the Region 2014

Ranked #1 in the Region 2014

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.


Yulius Chandra Djaja - Assistant 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.

 

We will be sharing our best practices which include
 

  1. what target we have achieve in the last year
  2. what improvement we make from last year conference
  3. the improvement of our role and value of helpdesk unit to our business line
  4. the technology update we make to answer the challenge of growing competition
  5. how we plan to develop in the future


 

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.


Wahyu Novian - Operations Manager (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:

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.


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