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Executive Interview : Award Winners 2015 - Interview With Ellya Poernama Dewy from PT Bank Central Asia
Ellya Poernama Dewy from PT Bank Central Asia participated in the Top Ranking Performers Awards conference in Singapore in 2015 in the Quality Auditor category. She shares with ContactCenterWorld.com her thoughts and feelings about participating in such a competitive and far reaching awards program that really demands the very best from every competitor.
Can you tell us about the company you work for, the center you work in and your role?
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 50 billion USD. BCA is supported by 1.079 branches, with total banking and credit card customers reaching 12.7 million customers. BCA Operates 13.893 ATMs and more than 263.399 point-of-sale (POS) devices throughout Indonesia, as well as facilitating internet, mobile and telephone transactions.
Halo BCA holds the vision "To be a Contact Center that is reliable in providing continuous quality services, exceeding customer expectations and meeting the standards of world-class Contact Center services". To achieve that vision, Halo BCA has three missions: (1) To provide competent human resources and appropriate innovative 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 solutions. 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. The key to success for Halo BCA is our reliable team with up to date technology to provide any solution to any problem a 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 growing and bringing 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 the 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's role is supporting services, providing value added interaction, support for Customer growth, and contributing to all aspect of business and country.
My role requirements are:
A) To lead, manage and evaluate the monitoring process of quality data captured contact by contact. My daily monitoring processes are call recording, live monitoring, mystery call, side by side and coaching. By analyzing the information from the monitoring program, lead to process, system, training and coaching improvements
B) Everyday I integrate all auditing and feedback into the quality management system.
C) I prepare, synthesize and analyze monitoring input and prepare timely reports for Management Operational Team review.
D) I participate, coordinate, facilitate and ensure consistent calibration between other QA members and the operational team to make sure that the result of calibration is not above 3 percent.
E) I identify individual and team quality monitoring data management to track performance and process improvement opportunities.
F) Regularly, I conduct internal audits to measure and assure established quality assurance is adhered to such as audit application integration, information system performance and report documentation.
G) I have to be up to date with the product or process knowledge and keep abreast of the changes.
H) Regularly, I assist with the development of change control processes, practices and guidelines for new and existing processes.
I) I also do the tracking and analyze monitoring results versus customer satisfaction measures to make sure that our service quality evaluation aligns with customer expectations and will result in customer satisfaction.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
I entered the Quality Auditor category because of my position in my company as a quality auditor staff and I have dedicated over 5 years in quality auditing which I have an area of expertise: Analytical skills, Communication Skills, Coaching & Counseling Skills, Good executor and listener.
You won one medal - how do you feel about being one of the top champions in the region?
I feel very honored and thankful to my company and my boss for giving me a chance to compete for this award.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
I can inspire junior staff and encourage them to reach higher personal achievements in professional areas.
How does your company justify your involvement in this process? i.e. how do they know its valuable enough to participate?
Yes, our company is very selective in choosing the people who have ability to join and participate in this competition. Because this event is very prestigious and can help build our company image. Our company and management has qualifications to choose and finally decide to send our people to compete such as:
A) The performance of each person from our company
B) The ability to speak in English
C) Personal confidence, attitude, etc.
Besides that, our management makes every preparation for the participants to give their best presentation and achieve the ultimate result.
For those who are considering entering these awards, what would you say to those who are not sure about the value of these particular awards?
The ContactCenterWorld.com competition & event is not just only a common awards, but it’s the competition that we await every year. There are many reasons why our company always joins as participants such as:
A) These awards are world class and has prestigious competition.
B) We can meet and learn from other best practitioners whose ideas can be implemented in our company and center to improve our performance and enrich our value.
C) Represent our contact center and nation to the world which can build our image.
So join and participate in these awards because you will never lose, don't hesitate!
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
Every presenter was very interesting, they come from other companies and countries. They are very unique and sometimes funny with different characters and their own unique style. Also many brilliant ideas are shared and learned from them which we can implement in our center. I would suggest attending every presentation during the conference, there is something you can learn from every participant.
ContactCenterWorld.com is the Global Association for Contact Center and Customer Engagement Best Practices and is the largest networking group for contact center industry professionals with over 145,000 professional members. Founded in 1999, ContactCenterWorld.com helps members improve service, performance, reduce costs, enhance sales and employee engagement.
About the Top Ranking Performer Awards
The annual Top Ranking Performer Awards was established in 2006 and is regarded by some as the Olympics of the contact center world as companies from all around the world compete for these prestigious awards and recognition. The 2016 awards are open already – details at www.ContactCenterWorld.com/worldawards
About the Top Ranking Performers Conferences
The annual Top Ranking Performer Conference was co-established in 2006 to run alongside the Top Ranking Performer Awards and is the most recommended industry conference in the contact center World. Delegates from all over the world attend and hear best practices shared by those who run centers. 4 events are run annually – one in Asia Pacific, one in Europe and 2 in North America – details at www.ContactCenterWorld.com/conferences
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More Editorial From PT. Bank Central Asia, Tbk
About PT. Bank Central Asia, Tbk:
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. BCA's assets stood at Rp 67.93 trillion, as opposed to Rp 53.36 trillion in December 1997. Public confidence in BCA was fully restored, and BCA was released by IBRA to BI in 2000.
Published: Wednesday, September 2, 2015