Conference Schedule
Watch PreviewVia Rahma - Assistant Manager (Bio)
Indonesia
RECENT AWARDS 
Ranked #1 in the World 2016
Ranked #1 in the Region 2016
Ranked #2 in the Region 2015
Ranked #2 in the Region 2015
BCA was first founded on 21 February 1957 as Bank Central Asia NV. A lot of things have happened since then-the most significant of all being perhaps the Asian monetary crisis in 1997. Although this crisis had a tremendous impact on Indonesia's entire banking system, in particular it affected BCA's cash flow and even threatened its survival. Panic rush forced the bank to seek assistance from the Indonesian government. 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.
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.
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:
Contact Center Bank Indonesia, called BICARA, was established in October, 28th 2013. As part of the Public Information (KIP) Law enforcement and also to support the Open Government Indonesia (OGI) program that launch by the President through the integration of public information services in all ministries and state institutions, we develop our contact center in Year 2013. Our contact center role as strategic solution for the dissemination and control the flow of public information services. In the era of openness information, public institutions have to fulfil public needs of related information. Disclosure of such information is not only mandated by the Law on Public Information (KIP), but also encourage people to be involved in the formulation stage of public policy. Stakeholders can connect with us through multiple media channels, such as: telephone, mail, walk-in, mail, fax, twitter, Facebook, YouTube, and Instagram. Besides the presence of the Contact Center, we also provide added value to the community and demonstrate consistency in the realization of public disclosure that participate in the various activities of socialization and education to the community.
Ooredoo Myanmar is the 1st challenger telecom brand to launch in Myanmar in August 2014. The Ooredoo brand is a leading international communications company with operations spanning the Middle East, North Africa and Southeast Asia.Above all, expanding the Myanmar people’s access to essential communication services and helping make the internet enjoyable for them remains our priority for the years ahead.Ooredoo wants to remain an integral part of the community and work closely with them to enrich their lives.”
Role of the Center:
The main role of our contact centre is to provide customer service and experience to all of the Ooredoo Myanmar customers and prospects. This includes providing care to our Consumer, B2B Trade and VIP segment ensuring all of whom receive a market leading customer service. For each one of these segments we adopted a different approach ranging from self-service/high deflection to high value add/personal almost concierge service; with this in mind each segment had a separate target for cost to serve which ensured that from a budget perspective there was never pressure post launch to dilute our service provision. From launch our contact centre has provided support to our customer base via telephone, email and fax. In addition to these channels we also launched with a full social support suite for our customers which combines Facebook, Viber including ChatBot as well. This has resulted in 70% of all customer care interactions today being handed through our digital channels. Ultimately this complete service provision has resulted in customer satisfaction scores exceeding 80% and Ooredoo Myanmar's Cotact Centre being recognized in Myanmar for becoming a service experience role model in Myanmar not limiting only to the telecom sector.
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