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Executive Interview : Trainer at Bank Central Asia in Indonesia Talks
ContactCenterWorld.com wants to help you get to know some of the fabulous, wondrous and energetic people who work in our industry. We invite you to get to know Darius Fajar, a Trainer for Bank Central Asia in Indonesia who has been honing his skills for more than 5 years.
Who are you?
I was born as Indo Chinese which means I have 2 names: my local name is Darius Fajar, and my Chinese or Family name is Wang Jun Hou. It means "Forever Good and will always good in Luck."
How long you have worked in the contact center industry and how did you get started?
It's more than 5 years. I started when I almost finnished my university but I applied because work at Bank Central Asia (BCA) is so prestigious. Luckily I was accepted to work here as an Agent for the first time and moved up from there.
What do you like about the industry?
What I like about working here is the People, they are so kind. The Leader is so encouraging , she can see our potential and trust us to do new things to upgrade us to the next level
What will you share at the upcoming Master Class Best Practice Sharing event?
It will be such an amazing experience for me to share my life at this event! When I was a kid I liked to search animal characters, I liked going to the zoo and watch animal planet. When I grew up, I found some kinds of animal characthers that we can learn to improve training sessions. Sincerely I just want to share what has helped me through my career and I hope it will also be useful for others!
What is a typical day like for you?
Of course working in our Contact Center, making it fun for the team and upgrading the module for more creative ways of training.
After office hour will spend time with new trainee, or colleagues.
Once a week I will go to my dance team for practice and once a week I will go to a high school to share in a motivational session.
Weekends I will spend a lot time with family, going to church and hanging out with friends.
Share your thoughts on if you think the service you get personally is getting better or worse and why?
It's getting better. I find many of my new trainees pass our tests, so I'm happy. One simple story is I met a new trainee, he is a visitor from the country of Jakarta, he lives alone and survives alone in jakarta, he doesn't have any experience in service or banking. In the first week he fell behind the other trainees. As a trainer I have the choice to blame him beause he has a hard time concentrating, bit I tried to spend personal time and talk with him, I kept encouraging him, making him believe in himself, talking to him about life and not only about the training. I treated him to dinner and since that day I've seen him start to reach for more than other agents and become more serrious. Finally he passed our test with a good score. He came to me on the last day of training to say thank you for trusting him, even his parents doubted he could do it and survive alone in jakarta. I always treat what i do as not just a job but helping people to build a life.
Can you tell us something about your country that others may not know?
My country is amazing, you can find almost anything in this country but everyone is fighting for life in this place. Starting from a kid we are taught to love and care for eachother, even if we don't know somebody like if someone asks for help in the road, we are will willing to help.
Our country is so diverse, lots of languages, races and different cultures here, so if I were to share about our tradition, one slide will not be enough. One thing is for sure, even with a lot of differences it doesn't seperate us. We care and help one another and we unite in one language which is BAHASA INDONESIA , and our state symbol is written with words of our nation: Bhineka Tunggal Ika that means Berbeda beda tetapi tetap satu (We are diverse but we are one).
We will say hai Apa Kabar ? ( Hello How are you ? )
and Please say Luar biasa ! ( means Awesome !! )
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
Today's Tip of the Day - Don’t Just Record Your Agents
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: Thursday, April 28, 2016