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Article : 2012 Best in Asia Pacific Announced

2012 Best in Asia Pacific Announced

Delegates from all over Asia Pacific met, networked and partied with the cream of the crop at the annual 2012 Top Ranking Performers Gala Dinner which this year was held in Singapore.

The dinner was held to allow those who are the elite in the industry to network and have some fun after 4 days of best practice conference sessions where everyone from front line professionals up to leaders shared what they do and how they run their contact center.

Many of the World’s biggest brands were represented and delegates from China, Hong Kong, Indonesia, Australia, Japan, Malaysia, Fiji, Thailand, Philippines, Russia as well as Singapore were in attendance

The next best practice conference – where the best in the World will meet and share best practices, takes place 29th Oct – 2nd Nov 2012 in Las Vegas


Gold Medal Winners

  • Bank Central Asia (Indonesia) for Technology Innovation
  • Softbank BB (Japan) for Self Service Technology
  • Singtel (Singapore) for Help Desk
  • VADS (Malaysia) for Outsourcing Partnership
  • PCCW (Philippines) for Customer Service (outsourced)
  • VADS (Malaysia) for Sales Campaign
  • Singtel (Singapore) for Customer Service (Inhouse)
  • iiNet (Australia) for Home/Remote Agents
  • Bank Central Asia (Indonesia) for Community Spirit
  • PT Astra (Indonesia) for Recruitment
  • China Mobile (China) for Social Media Programs
  • The Hong Kong Jockey Club (Hong Kong) for Contact Center Design
  • VADS (Malaysia) for Outbound
  • PT Astra International (Indonesia) for Green Contact Center
  • PT Astra International (Indonesia) for Direct Response Campaign
  • OCIS Group (Australia) for Incentive Schemes
  • VADS (Malaysia) for Customer Loyalty Program
  • Softbank Mobile (Japan) for Small Contact Center (Outsourced)
  • Qnet (Malaysia) for Small Contact Center (Inhouse)
  • Western Power (Australia) joint Gold for Mid-Sized Contact Center (Inhouse)
  • NTT Solco (Japan) for Mid-Sized Contact Center (Outsourced)
  • Housing & Development Board (Singapore) joint Gold for Mid-Sized Contact Center (Inhouse)
  • VADS (Malaysia) for Large-Sized Contact Center (Outsourced)
  • National Australia Bank (Australia) joint Gold for Large-Sized Contact Center (Inhouse)–
  • Bank Central Asia (Indonesia) joint Gold for Large-Sized Contact Center (Inhouse)
  • Jefferson Opendo, Client Services Manager, PCCW Teleservices (Philippines), Inc.for Operational Manager
  • Indah Rungkat, Professional HR, PT. Bank Central Asia, TBK (Indonesia) for HR professional
  • Yunus Yunus, Analyst - CS System Development, PT XL Axiata (Indonesia) for IT Professional
  • Anna Yee, Assistant General Manager, Operations Support & Development, VADS Business Process Sdn. Bhd (Malaysia) .for WFM Professional
  • Erich Sunarta, Supervisor PT. Bank Central Asia, TBK (Indonesia) for Supervisor
  • Bernie Role, Customer Service Agent, PCCW Teleservices (Philippines) for Customer Service Professional
  • A. Rakhmat Taufiq, Outbound Specialist, Directorate General of Taxes (Indonesia) for Sales Professional
  • Yusi Rahima, Supervisor Trainer, PT. Bank Central Asia, TBK (Indonesia) for Trainer
  • Archivald Ramos, Quality Assurance Analyst, PCCW Teleservices (Philippines) for Quality Auditor
  • Malou Caluza, Chief of Network Services, QNet Ltd (Hong Kong) for Leader

Silver Medal Winners

  • NTUC Income (Singapore) for Technology Innovation
  • The Hong Kong Jockey Club (Hong Kong) for Self Service Technology
  • PCCW (Philippines) for Help Desk
  • PT Astra (Indonesia) for Outsourcing Partnership
  • Bank Central Asia (Indonesia) for Direct Response Campaign
  • Bank Central Asia (Indonesia) for Green Contact Center
  • Bank Mandiri (Indonesia) for Social Media Programs
  • Bank Central Asia (Indonesia) for Customer Loyalty Program
  • PT Telekomunikasi Selular (Indonesia) for Customer Service (outsourced)
  • PT Astraworld (Indonesia) for Sales Campaign
  • Bank Central Asia (BCA) for Customer Service (Inhouse)
  • VADS (Malaysia) for Community Spirit
  • Bank Central Asia (Indonesia) for Recruitment
  • Singtel (Singapore) for Contact Center Design
  • SMBC Nikko Securities (Japan) for Outbound
  • Hutchison (Indonesia) for Incentive Schemes
  • NTT Solco (Japan) for Small Contact Center (Outsourced)
  • TransitLink (Singapore) for Small Contact Center (Inhouse)
  • MSD (Japan) for Mid-Sized Contact Center (Inhouse)
  • One to One Contacts (Thailand) for Mid-Sized Contact Center (Outsourced)
  • PCCW (Philippines) for Large-Sized Contact Center (Outsourced)
  • Bank Mandiri (Indonesia) for Large-Sized Contact Center (Inhouse)
  • Sue Coe, National Client Services Manager, Shine Lawyers (Australia) for Operational Manager
  • Gita Nrangwesty, Manager, Bank Mandiri (Indonesia) for HR Professional
  • Daniel Iyan David Nababan, Assistant Manager Bank Mandiri (Indonesia)) for WFM Professional
  • Sayed Maruf Rabby, Team Leader, Operations, VADS Business Process Sdn. Bhd.(Malaysia) for Supervisor
  • Izat Amir Ariffin, Customer Service Representative, VADS Business Process Sdn. Bhd. (Malaysia) for Customer Service Professional
  • Rahmat Rahmat, Trainer, Directorate General of Taxes (Indonesia) for Trainer
  • Fitriah Zuhrina, Quality Auditor, Telkomsel (Indonesia) for Quality Auditor
  • Kiyoko Yoshimura, Director, Customer Support Center, MSD K.K.for Leader
  • Diani Eka Rahmi Lubis Telesales Agent, PT Astra International Tbk - AstraWorld (Indonesia) for Sales Professional
  • Hendra Mulyadi, Professional IT Support, PT Bank Central Asia (Indonesia) for IT Professional

Bronze Medal Winners

  • PT Astra (Indonesia) for Technology Innovation
  • Softbank Mobile (Japan) for Community Spirit
  • Bank Mandiri (Indonesia) for Self Service Technology
  • PT Mandiri (Indonesia) for Direct Response Campaign
  • Softbank Mobile (Japan) for Green Contact Center
  • Softbank Mobile (Japan) for Social Media Programs
  • Softbank Telecom (Japan) for Customer Loyalty Program
  • PT Astra (Indonesia) for Help Desk
  • PT Hutchison (Indonesia) for Outsourcing Partnership
  • Bank Mandiri (Indonesia) for Incentive Scheme
  • One to One Contacts (Thailand) for Customer Service (outsourced)
  • Bank Mandiri (Indonesia) for Sales Campaign
  • PT Astra (Indonesia) for Customer Service (Inhouse)
  • Bank Mandiri (Indonesia) for Recruitment
  • PT Hutchison (Indonesia) for Contact Center Design
  • Bank Mandiri (Indonesia) for Outbound
  • Sine Lawyers (Australia) for Small Contact Center (Inhouse)
  • iSelect (Australia) for Mid-Sized Contact Center (Inhouse)
  • Singtel (Singapore) for Mid-Sized Contact Center (Outsourced)
  • PT Hutchison (Indonesia) for Large-Sized Contact Center (Outsourced)
  • China Mobile (China) for Large-Sized Contact Center (Inhouse)
  • Nor Hazura Ninggal, Senior Manager, Operations, VADS Business Process Sdn. Bhd (Malaysia) for Operational Manager
  • Ralph William Pangilinan, Team Manager, PCCW Teleservices (Philippines), for Supervisor
  • Melva Ramalany, Customer Service Officer, PT. Bank Central Asia, TBK (Indonesia) for Customer Service Professional
  • Purwantini Junianti, Sales Agent, Bank Mandiri (Indonesia) for Sales Professional
  • Muhammad Wahyudin, Coordinator Development Training, PT. Infomedia Nusantara (Indonesia) for Trainer
  • Mahendra Santoso, Head of Unit Audit Quality Contact Center
    PT. Bank Central Asia, TBK (Indonesia) for Quality Auditor
  • Evi Riawati, Assistant Vice President, Bank Mandiri (Indonesia) for Leader
  • Iman Prasetyo, Contact Center Analyst, Directorate General of Taxes (Indonesia) for WFP Professional
  • Risky Ananda, Assistant Manager, Bank Mandiri (Indonesia) for IT Professional

Runners up

  • The Hong Kong Jockey Club (Hong Kong) for Technology Innovation
  • True Touch (Thailand) for Technology Innovation
  • Bank Central Asia (Indonesia) for Incentive Scheme
  • Bank Mandiri (Indonesia) for Green Contact Center
  • SMBC Nikko Securities (Japan) for Sales Campaign
  • PT Infomedia (Indonesia) for Social Media Programs
  • Bank Mandiri (Indonesia) for Customer Loyalty Program
  • PT Telekomunikasi (Indonesia) for Customer Service (outsourced)
  • Bank Mandiri (Indonesia) for Help Desk
  • XL Axiata (Indonesia) for Outsourcing Partnership
  • Shine Lawyers (Australia) for Customer Service (Inhouse)
  • SMBC Nikko Securities (japan) for Customer Service (Inhouse)
  • Western Power (Australia) for Customer Service (Inhouse)
  • Bank Mandiri (Indonesia) for Community Spirit
  • Western Power (Australia) for Contact Center Design
  • BCA (Indonesia) for Contact Center Design
  • Bank Mandiri (Indonesia) for Contact Center Design
  • PT Bank Bukopin (Indonesia)for Mid-Sized Contact Center (Outsourced)
  • OCIS (Australia) for Mid-Sized Contact Center (Outsourced)
  • Softbank Telecom (Japan ) for Large-Sized Contact Center (Outsourced)
  • PT. Infomedia Nusantara (Indonesia) for Large-Sized Contact Center (Outsourced)
  • uFone (Pakistan) for Large-Sized Contact Center (Inhouse)
  • SMBC Nikko Securities (Japan) for Large-Sized Contact Center (Inhouse)
  • Andri Ebenhard, Inbound Operation Supervisor, Directorate General of Taxes (Indonesia) for Operational Manager
  • Anton Irawan, IT Support, Directorate General of Taxes (Indonesia) for IT Professional
  • Yanny Hendrik Sumarauw, Assistant Manager, Bank Mandiri (Indonesia) for Supervisor
  • Ashley Frenken, Team Leader, iSelect Health Ltd (australia) for Supervisor
  • Hendra Jonathan, Supervisor, PT. Telekomunikasi Seluler (Indonesia) for Supervisor
  • Dian Febriyani, Contact Center Supervisor, Telkom (Indonesia) for Supervisor
  • Imaculata Arimbi, Customer Service Agent Bank Mandiri (Indonesia) for Customer Service Professional
  • Mohammed S. Mahmoud Al Samaraay, Quality Assurance Executive QNet (Malaysia for Customer Service Professional Kato Kaoru, Agent, SMBC Nikko Securities (Japan) for Customer Service Professional
  • SB. Diah Pudjiastuti, Head of Customer Operations, PT Hutchison CP Telecommunications (Indonesia) for Leader
  • Jajeena Bhan, Quality and Compliance Manager, OCIS Group (Fiji) for Quality Auditor

Raj Wadhwani, President of ContactCenterWorld added "we congratulates all the 2012 participants at this years best practice conference and awards. The standards were the highest ever and so many industry experts commented on how they need to come every year just to try and keep up with the latest and greatest because every year the industries best get better – I couldn’t agree more!"



Today's Tip of the Day - Customers Wary Of Fraud Calls

Read today's tip or listen to it on podcast.

Published: Sunday, July 15, 2012

Printer Friendly Version Printer friendly version

2023 Buyers Guide Business Continuity


CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

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This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

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VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

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InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.

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