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Executive Interview : GOLD Award Winners 2015 - Interview With Bambang Suryadi from PT Bank Central Asia
PT Bank Central Asia will be well represented in the Top Ranking Performers Awards in Las Vegas coming up in November 2015. ContactCenterWorld.com spent some time with Bambang Suryadi, a Sales Manager with the company, and spoke with him about his experience in presenting best practices in Singapore.
Can you tell us about the company you work for, the center you work in and your role?
Bank Central Asia, Tbk is the biggest and largest private Bank in Indonesia. The Bank, which was founded in 1957, offers a wide selection of individual 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 the total number of banking and credit card customers is reaching 12,7 million. Operating with 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 this vision, Halo BCA has three missions : (1) To provide competent human resources and innovative 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 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 a successful Halo BCA is our reliable team with up to date technology that can provide any solution to any problem customers may have. Halo BCA contact center is the channel, PT Bank Central Asia, Tbk is 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 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 aspects of business and country.
I am a Sales Manager at Halo BCA and my ultimate KPI is how to generate more and more sales by utilizing my effective sales team.
Which Top Ranking Performer Award did you enter and why did you choose it in the first place?
Best In Sales Management, because Sales is my role in my current company and I would like to share my experience with others. Sales is interesting because I realize it's not meant for everyone. Not everyone is selling something in life: goods & services or even an idea. That's my passion.
You won one GOLD medal - how do you feel about being a champion?
On an intellectual level, to be a finalist made me learn and challenge myself to think critically and examine an issue from multiple perspectives. I believe that many of my skills are stronger by joining this competition.
Can you tell us about the sense of pride you have now that you won a medal for your company and country?
I envision our company will always be challenged by new situations and any improvement, idea or unique perspective that can be provided can only be derived from our experiences. This conference helps us to identify new and best practices We will contribute the success of this award to work harder for the company and the country.
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. This event is very prestigious and can 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 people from our company
B) The ability to speak in English
C) Personal confidence, attitude etc
Besides that our management team made every preparation for the participants to give the best presentation and earn their best 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 Competition is not just a common awards that you apply to win, but this is the competition that we are always waiting for every year. There are many reasons why our company always participates such us:
A) These awards are a world class and prestigious competition.
B) We can meet other people and learn their best practices that can be implemented in our company and center to improve performance and enrich our value.
C) To represent our contact center and nation to the world that can build our image.
Don’t ever doubt yourself about joining and participating in these awards because you will never lose.
Lastly, as you have been to one of our events, how would you describe the ideas from fellow presenters?
Every presenter is very interesting, they come from other companies, industries and countries. They are very unique and sometimes funny with their characters and their own style. Also, many brilliant ideas come from them that we can get and we can implement in our center. So it's very unfortunate if we have to leave for a single moment when the presenter is on stage. We recommend every participant attend each event.
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: Tuesday, August 18, 2015