PROPOSAL THE BEST CONTACT CENTER INDONESIA 2018
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1 PROPOSAL THE BEST CONTACT CENTER INDONESIA 2018 INDONESIA CONTACT CENTER ASSOCIATION (ICCA) Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan info@icca.co.id phone :
2 Objectives Establishing a standard assessment of the best Contact Center operations in Indonesia. A forum to Benchmark of operational management level of achievement compared to other companies. As form of appreciation for the successful development of Contact Center in Indonesia. The winner will be promote to be representative of Indonesia at the regional awards level. AGENDA 18 Jan 2018 : Launching 31 Mar 2018 : Closing of registration for Individual Category 9 16 Apr 2018 : Tryout for Individual Category 3 May 2018 : Technical meeting 9 May 2018 : Individual Written Test (Screening). 31 May 2018 : Closing of registration for Corporate Category 5 & 6 Jun 2018 : Tryout for Teamwork Category Jun 2018 : Submission of Individual Template 2 12 Jul 2018 : Individual Category Jul 2018 : Teamwork Category 30 Jul - 2 Aug 2018 : Corporate Program 3 Aug 2018 : Conference 3 Aug 2018 : Award Night Sep Oct 2018 : Benchmarking for individual winners Oct 2018 : APCCAL Expo 2018
3 Participants Categories CORPORATE INDIVIDUAL WALK IN PROGRAM INBOUND Customer Service. The Best Contact Center Operations. Agent Contact Center. Team Leader Customer Service. The Best Business Contribution. Agent English. Manager Customer Service. The Best Social Media. Agent Social Media. BEST OF THE BEST The Best Technology Innovation. Agent Premium Services. Agent. The Best Employee Engagement. Back Office. Back Office. The Best People Development Agent Disability Quality Assurance. TEAM WORK SPECIALIST Trainer. The Best Quality Team. Quality Assurance. Support. The Best Business Process Team. IT Support. Team Leader Inbound. The Best Reporting Team. Desk Control Supervisor. The Best Scheduling Team. Trainer. Manager. The Best Smart Team. LEADER Customer Service. The Best Telesales Team. Team Leader Inbound. Team Leader CS. The Best Accurate Team. Supervisor Contact Center. Outbound. The Best Reliable Team. Manager Contact Center. Team Leader Outbound. TALENT OUTBOUND The Best Video. Telemarketing. The Best Writing. Telesales. Team Leader Outbound.
4 Participants From 2007 To 2017 AA INTERNATIONAL ACE INSURANCE ACER INDONESIA ADHYA TIRTA BATAM (ATB) ADI SARANA ARMADA ADMINISTRASI MEDIKA (ADMEDIKA) AIA FINANCIAL AIG INSURANCE INDONESIA AIG LIFE / AIU ANGKASA PURA II ANUGERAH PHARMINDO LESTARI (APL) BANK DKI ASSA RENT CAR ASTRA CREDIT COMPANIES ASTRA HONDA MOTOR (AHM) ASTRA INTERNATIONAL - ASTRAWORLD BANK NEGARA INDONESIA 1946 ASTRA INTERNATIONAL - TOYOTA SALES OPERATION ASTRA LIFE ASTRA OTOPARTS - SHOP N DRIVE ASURANSI CENTRAL ASIA ASURANSI JIWA MANULIFE INDONESIA AXA FINANCIAL INDONESIA AXA MANDIRI FINANCIAL SERVICES AXA SERVICES INDONESIA BAKRIE TELECOM BANK BRI SYARIAH BANK BUKOPIN BANK CENTRAL ASIA BANK CIMB NIAGA BANK DBS BANK INDONESIA BANK INTERNASIONAL INDONESIA BANK MANDIRI BANK PANIN BANK PERMATA BANK RAKYAT INDONESIA BANK TABUNGAN NEGARA BANK UOB INDONESIA BCA FINANCE BIROTIKA SEMESTA / DHL EXPRESS BNI LIFE INSURANCE BPR KARYAJATNIKA SADAYA BRI SYARIAH BUSSAN AUTO FINANCE CHARTIS INSURANCE INDONESIA CHUBB GENERAL INSURANCE INDONESIA COCA COLA AMATIL INDONESIA DHL EXPRESS DITJEN BEA DAN CUKAI DOMPET DHUAFA FASTFOOD INDONESIA FEDERAL INTERNATIONAL FINANCE (FIF) FIRST MEDIA GARUDA INDONESIA HOLCIM INDONESIA HUTCHISON CP TELECOMMUNICATION ICON+ INDOSAT / INDOSAT OOREDOO INDOSAT MEGA MEDIA (IM2) INFOMEDIA NUSANTARA JARING SYNERGI MANDIRI (JSM) KALBE NUTRITIONALS KERETA API INDONESIA (KAI) KLIP - DIREKTORAT JENDERAL PAJAK LG ELECTONICS METRANET MOBILE-8 TELECOM NEXMEDIA PAM LYONNAISE JAYA PERSADA PERTAMINA PERUSAHAAN GAS NEGARA (PGN) PERUSAHAAN LISTRIK NEGARA (PLN) PFIZER INDONESIA PRUDENTIAL LIFE ASSURANCE PUSINTEK - KEMENTERIAN KEUANGAN PZIFER INDONESIA SAMPOERNA TELEKOMUNIKASI INDONESIA SAMSUNG ELECTRONICS INDONESIA SARIHUSADA GENERASI MAHARDHIKA SINAR MAS LAND SWAKARYA INSAN MANDIRI TELEKOMUNIKASI INDONESIA TELEKOMUNIKASI SELULAR TIKI JNE TNT SKYPAK EXPRESS INDONESIA TOP FOOD INDONESIA UNILEVER INDONESIA UNITED TRACTORS UOB INDONESIA VADS INDONESIA XL AXIATA ZURICH INSURANCE INDONESIA
5 PT. BANK CENTRAL ASIA, TBK 128 PT. TELEKOMUNIKASI INDONESIA, TBK 92 PT. INDOSAT, TBK / INDOSAT OOREDOO PT. BANK MANDIRI (PERSERO), TBK KLIP - DIREKTORAT JENDERAL PAJAK PT. KERETA API INDONESIA (PERSERO) PT. ASTRA HONDA MOTOR PT. BAKRIE TELECOM, TBK Number of Individual Winners The Best Contact Center Indonesia Four Times 6 PT. TELEKOMUNIKASI SELULAR 17 BANK INDONESIA PT. PLN (PERSERO) Three Times 26 PT. ANGKASA PURA II 13 PT. BANK RAKYAT INDONESIA (PERSERO), TBK 13 PT. BNI LIFE INSURANCE PT. BIROTIKA SEMESTA / DHL EXPRESS COCA COLA AMATIL INDONESIA 10 PT. BANK CIMB NIAGA, TBK PT. INDOSAT MEGA MEDIA (IM2) 9 9 Once 559 WINNERS PT. PERTAMINA (PERSERO) 9 PT. BANK INTERNASIONAL INDONESIA, TBK 8 PT. GARUDA INDONESIA (PERSERO), TBK PT. PERUSAHAAN GAS NEGARA (PERSERO), TBK 7 7 Twice 142 PT. INFOMEDIA NUSANTARA LAINNYA 6 98 Source : Indonesia Contact Center Association
6 CATEGORIES OPERATIONS BUSS CONTRIBUTION SOSIAL MEDIA TECH INNOVATION EEMPLOYEE ENGAGEMENT PEOPLE DEV / WFM ACCURACY TEAM Number of Companies of Corporate Categories The Best Contact Center Indonesia BUSPRO TEAM 9 QUALITY TEAM RELIABILE TEAM / TEAMWORK REPORT TEAM SCHEDULE TEAM Participants of Corporate Categories The Best Contact Center Indonesia 2017 SMART TEAM TELE-SALES TEAM 9 MULTIMEDIA / FOTO VIDEO 7 WRITING DANCING SINGING TOTAL TALENT 52 TEAMWORK 105 PROGRAM 90 Source : Indonesia Contact Center Association
7 CATEGORIES REGULAR BTB TOTAL AGENT DISABILITY 8 8 AGENT ENGLISH Participants of Individual Categories The Best Contact Center Indonesia 2017 AGENT PREMIUM AGENT REGULAR AGENT SOCIAL MEDIA BACK OFFICE CUSTOMER SERVICE TEAM LEADER CUSTOMER SERVICE WITTEN TEST 552 MANAGER CS + BTB 8 8 MANAGER CONTACT CENTER SUPERVISOR TEAM LEADER INBOUND TEAM LEADER OUTBOUND TELEMARKETING TELESALES DESK CONTROL IT SUPPORT QUALITY ASSURANCE TRAINER PRESENTATION 478 WINNERS ,6% 25,7% TOTAL 552 Source : Indonesia Contact Center Association
8 CATEGORIES AGENT DISABILITY AGENT ENGLISH AGENT PREMIUM AGENT REGULER Participants of Individual Categories The Best Contact Center Indonesia AGENT SOCIAL MEDIA BACK OFFICE CUSTOMER SERVICE DESK CONTROL / WFM IT SUPPORT MANAGER CONTACT CENTER MANAGER CUSTOMER SERVICE QUALITY ASSURANCE SUPERVISOR TEAM LEADER CS TEAM LEADER INBOUND TEAM LEADER OUTBOUND TELEMARKETING ,4% Best of The Best 19,6% Best of The Best TELESALES TRAINER TOTAL Source : Indonesia Contact Center Association
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14 Registration Fee 1 CORPORATE A Best Program Rp Include 1 gala dinner B Best Teamwork Rp Include tryout and 1 gala dinner C Best Talent Rp Include 1 gala dinner 2 INDIVIDU A Individual Written Test Rp Include tryout B Individual Presentation Rp Include 1 gala dinner
15 INDONESIA CONTACT CENTER ASSOCIATION (ICCA) Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan info@icca.co.id phone :
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