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Article : Tokopedia Care Bags 10 Awards at 2022 Contact Center World

#contactcenterworld, @tokopedia

Jakarta, Indonesia, Dec 13, 2022 -- Tokopedia Care, a customer service center of the Indonesian marketplace provider Tokopedia, recently bagged ten awards —encompassing nine gold and one silver— at the 2022 Contact Center World competition.

This marked the fourth year that Tokopedia Care entered and won big at the annual event.

The nine gold medals that Tokopedia had taken home included categories such as technology innovation (internal solution), organizational customer experience (CX), and use of self-service technology, customer service professionals, best supervisors, to name a few. As well as the VIP team category, social media use, customer service management, as well as workforce planning.

Tokopedia Care won silver in the best customer service category.

For the past four years, Tokopedia has always competed in the "Best Use of Self-Service Technology" category. Tokopedia said in a press statement that this aligned with Tokopedia Care’s commitment to improving its CX quality with artificial intelligence or AI-powered digital services which can answer all customer inquiries in a flash.

Tokopedia also attributed the gold medal in organizational CX to its consistent efforts in improving its services.

"This shows that as more companies embrace customer experience, Tokopedia’s CX innovations have given a positive impact on the company, users, and the Indonesian customer service industry through various efforts in meeting the users’ expectations, building their trust and becoming emotionally connected with them," said Rudy Dalimunthe, SVP of Sales, Operations, and Product, Tokopedia.

Tokopedia Care is one of the 2022 Contact Center World dream teams. This makes it the only e-commerce company to be on the list joined by big names such as BCA, HSBC, Pertamina, Multichoice, ONQ. The Dream Team award recognizes the company’s investment in training, education, and career plans to help its staff flourish.

Tokopedia Care this time had to go against more than 30 companies from Europe, the Middle East and Africa (EMEA), and the Americas.

In July, Tokopedia won 21 medals —14 gold, six silver, and one bronze— in the Asia-Pacific-level edition of the competition.

At Contact Center World, Tokopedia Care is not only competing with business giants across the globe. But they also find many insights by benchmarking with other contact center practitioners. Tokopedia said that this aligned with its "DNA", namely the "growth mindset'' and "focus on consumer". "These pillars encourage the company to continue to innovate and improve its services to deliver the best customer experience," Rudy said.

Tokopedia created Tokopedia Care to assist users —be they sellers or buyers— in case they have any inquiries.

"Tokopedia Care serves as the first layer to make sure that our customers are satisfied, feel helped, and also receive the best experience be it from both a business or service standpoint," Rudy added.

This will help measure if businesses have gained customers’ trust and whether they would make a transaction again or even promote the business.

About ContactCenterWorld
ContactCenterWorld.com, established in 1999, is the Global Association for Contact Center and Customer Engagement Best Practices. The association has a truly global footprint (members in over 200 countries) and supports 205,000 personal members from enterprises of all sizes with ideas, information and opportunities including best practice awards, conferences and certification programs. Personal membership is free.

#contactcenterworld, @tokopedia

Posted by Veronica Silva Cusi, news correspondent
Source: https://jakartaglobe.id

Today's Tip of the Day - Comprehensive Back-Up Plan

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

Published: Wednesday, December 14, 2022

Printer Friendly Version Printer friendly version

2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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