PROPOSAL THE BEST CONTACT CENTER INDONESIA 2018 INDONESIA CONTACT CENTER ASSOCIATION (ICCA) Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan 12830 email : info@icca.co.id phone : +62-21-8379-5599 www.icca.co.id
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 25 29 Jun 2018 : Submission of Individual Template 2 12 Jul 2018 : Individual Category 24 25 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. 30 31 Oct 2018 : APCCAL Expo 2018
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.
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
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 24 17 32 49 65 68 Number of Individual Winners The Best Contact Center Indonesia 2007-2017 Four Times 6 PT. TELEKOMUNIKASI SELULAR 17 BANK INDONESIA PT. PLN (PERSERO) 14 14 Three Times 26 PT. ANGKASA PURA II 13 PT. BANK RAKYAT INDONESIA (PERSERO), TBK 13 PT. BNI LIFE INSURANCE PT. BIROTIKA SEMESTA / DHL EXPRESS 13 11 733 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
CATEGORIES 2015 2016 2017 OPERATIONS 21 19 22 BUSS CONTRIBUTION 11 14 21 SOSIAL MEDIA 6 11 11 TECH INNOVATION 13 14 14 EEMPLOYEE ENGAGEMENT 12 12 11 PEOPLE DEV / WFM - 8 11 ACCURACY TEAM 13 15 16 Number of Companies of Corporate Categories The Best Contact Center Indonesia 2013-2017 26 35 40 50 BUSPRO TEAM 9 QUALITY TEAM 12 17 RELIABILE TEAM / TEAMWORK 13 15 REPORT TEAM 10 12 SCHEDULE TEAM 8 9 2013 2014 2015 2016 2017 Participants of Corporate Categories The Best Contact Center Indonesia 2017 SMART TEAM 13 18 19 TELE-SALES TEAM 9 MULTIMEDIA / FOTO 17 16 VIDEO 7 WRITING 17 17 14 DANCING 7 5 7 SINGING 11 7 8 TOTAL 137 172 247 TALENT 52 TEAMWORK 105 PROGRAM 90 Source : Indonesia Contact Center Association
CATEGORIES REGULAR BTB TOTAL AGENT DISABILITY 8 8 AGENT ENGLISH 21 4 25 Participants of Individual Categories The Best Contact Center Indonesia 2017 AGENT PREMIUM 15 2 17 AGENT REGULAR 70 6 76 AGENT SOCIAL MEDIA 31 4 35 BACK OFFICE 46 11 57 CUSTOMER SERVICE 38 6 44 TEAM LEADER CUSTOMER SERVICE 17 13 30 WITTEN TEST 552 MANAGER CS + BTB 8 8 MANAGER CONTACT CENTER 17 8 25 SUPERVISOR 22 8 30 TEAM LEADER INBOUND 39 6 45 TEAM LEADER OUTBOUND 17 8 25 TELEMARKETING 17 5 22 TELESALES 14 4 18 DESK CONTROL 11 3 14 IT SUPPORT 16 4 20 QUALITY ASSURANCE 25 10 35 TRAINER 12 6 18 PRESENTATION 478 WINNERS 142 86,6% 25,7% TOTAL 552 Source : Indonesia Contact Center Association
CATEGORIES 2015 2016 2017 AGENT DISABILITY - - 8 AGENT ENGLISH 23 32 25 AGENT PREMIUM 20 29 17 AGENT REGULER 95 101 76 Participants of Individual Categories The Best Contact Center Indonesia 2007-2017 548 551 552 AGENT SOCIAL MEDIA 21 30 35 BACK OFFICE 47 45 57 CUSTOMER SERVICE 30 27 44 DESK CONTROL / WFM 21 16 14 IT SUPPORT 14 17 20 MANAGER CONTACT CENTER 27 20 25 403 250 287 289 169 192 58 76 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 MANAGER CUSTOMER SERVICE 9 11 8 QUALITY ASSURANCE 40 31 35 SUPERVISOR 40 33 30 TEAM LEADER CS 17 16 30 TEAM LEADER INBOUND 61 51 45 TEAM LEADER OUTBOUND 22 24 25 TELEMARKETING 16 29 22 15,4% Best of The Best 19,6% Best of The Best TELESALES 17 18 18 TRAINER 28 21 18 TOTAL 548 551 552 2016 2017 Source : Indonesia Contact Center Association
Registration Fee 1 CORPORATE A Best Program Rp. 8.500.000 Include 1 gala dinner B Best Teamwork Rp. 6.250.000 Include tryout and 1 gala dinner C Best Talent Rp. 3.500.000 Include 1 gala dinner 2 INDIVIDU A Individual Written Test Rp. 1.500.000 Include tryout B Individual Presentation Rp. 3.500.000 Include 1 gala dinner
INDONESIA CONTACT CENTER ASSOCIATION (ICCA) Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan 12830 email : info@icca.co.id phone : +62-21-8379-5599 www.icca.co.id