Executive Interview : Selling In The Busy Country Of Indonesia
The country of Indonesia is a fascinating one with more than 500 different languages being spoken because of the different dialects associated with hundreds of island. Being a Sales Professional in the Contact Center industry is very interesting according to Royke Hendra Antou, a Sales Professional with Bank Central Asia.
Who are you?
Halo, Apa Kabar (Halo, How do you do/How are you) I am Royke Hendra Antou, but everybody usually calls me Oganz or Roy. Honestly Oganz means Orang Gantengs (Handsome Boy) hehe. 26 years ago I was born in Bitung City, one of the most beautiful cities in North Sulawesi-Indonesia. I am the oldest in my family. I have 4 younger brothers. so we are the "funtastic 5." Actually 6 with my Dad of course, and that was MANTAP (AWESOME) when i was a kid. I remember my Mother and I liked to watch Bollywood Movies and we cried together because it was so great, it touched and inspired us as a family. Then when I was in Junior High School I started to find my own style. So I listened to the music i liked and started dancing, that is why I love beyonce so much.
How long have you been working in the Contact Center industry?
I have been working in the contact center industry for 5 years. I started as a Customer Service Professional in 2011 until May 2013. In June 2013 I became a Sales Professional. I really appreciate all the things I have been through. It was not easy to figure it out but I made it.
What excites you the most about going to work every day?
The reason I decided to work in this industry is because I like communicating with people on a wide scale. I think Contact Center is the right place for me to work to expand my skills and share my passion for service.
What will you be sharing at the upcoming Master Class Best Practice Sharing event in Malaysia?
actually the thing I will share at the event is my own story - to be the greatest sales agent. Probably some of the Regional Finalists in my category came here caused by their company asked them to be a representative, but the existence of me in this competition is based on my own dream. When I decided to work at PT Bank Central Asia and the first day of my interview session I saw a billboard, written on it was: Contact Center World Las Vegas. and at that time I talked to my own self "ONE DAY I WILL BE THERE AND I HAVE TO WIN THIS!" Thank GOD, now I am here as the Regional Finalist. so, one thing that you are going to see at the event when I start my presentation is PASSION. The dream is what got me started, but passion is what keeps me doing it.
What does a typical work day look like for you?
Actually I wake up everyday and start to dance to the music I like as R&B and Pop Culture that we have now (Beyonce, Justin Bieber, etc.), then after that I make up my room and prepare to go to the office. When I arrive I usually talk to my friends, share stories while preparing all the stuff/tools until the time that I start to play my role as a Sales Professional to sell all benefits of banking facilities or electronic banking channels, such as internet banking and mobile banking to customers. That is my duty at the office. On the other hand, I always have time to hang out with friends, watch movies, karaoke or go to the gym and take a dance class. after that I take them to a caffee shop across the office and start browsing because the Wifi Facility is excellent. I also like cooking so sometimes when I get back to my boarding house, I cook by my self. and spend my time watching tv or calling my family through the telephone until I get sleepy.
Do you think the service you get personally in other industries is getting better or worse and why?
I've had some experiences being served by some other indutries. First is the cafetaria next to my office which provides breakfast or lunch. The first time I ate at the cafetaria, the service of the waitress was not good. I mean there was not a great human touch. So I tried to communicate with them closer and deeper. I made them laugh then after the first meeting, I felt something different with them the next day. They were getting better in service. Now. we are just like friends. Even when I forgot to pay, they were not mad at me, but they reminded me softly.
Some Contact Center industries show better progress. When I make phone calls to other contact center companies, the technology, the approach to customer service is also better. I think it is all because they know and we know that customer engagement and customer satisfaction are the most important thing we should build.
Can you tell us more about the country of Indonesia - perhaps something others in different parts of the world may not know?
Okay, now we talk about my lovely country, Indonesia. At the end of 2015 the population of indonesia is 235 million inhabitants and more than 55 million users of smartphones exist in my country. Now we have our own dictionary for Bahasa Alay (Indonesian Slang) and it is so happening now because mostly the youth and adult understand it and even use it as part of our daily language (chit chat).
Well, when I am on the stage, I like being called "MANTAP" or "LUAR BIASA" = Awesome.
But I also want to be called as SALES MANTJA. (Manjta means Great).
Terima kasih (thank you).
About the 2016 Contact Center Masterclass Best Practice 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 Royke Hendra Antou:
i have been working in the contact center industry for 5 years. i started as a customer service in 2011 until May 2013. and June 2013 i became a sales agent.
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: Monday, May 9, 2016