draft materi _bank manfiri_bpom_16102012 [compatibility mode]-1

Banking Contact Center Departement

Workshop Nasional Workshop Nasional Layanan Informasi Publik Badan POMLayanan Informasi Publik Badan POMSelasa, 16 Oktober 2012Selasa, 16 Oktober 2012

© PT Bank Mandiri (Persero) Tbk.

PT Bank Mandiri (Persero), Tbk.Electronic Channel Operation GroupBanking Contact Center DepartmentMandiri Call 14000


The Best Bank Service Excellence #1 2008-2012 :



Program

KPI

VISI

Uphold Performance: KPI ECO GroupKPI ECO Group

Uphold performance : KPI Bank Mandiri

The Most The Most Admired & Progressive Admired & Progressive

Financial InstitutionFinancial Institution

INOVASIINOVASIINOVASIINOVASIALIANSIALIANSIALIANSIALIANSI

Dribbling & Passing

JUMP STARTJUMP STARTJUMP STARTJUMP START ROLE MODELROLE MODELROLE MODELROLE MODELKELOMPOK KELOMPOK KELOMPOK KELOMPOK

1:41:41:41:4

Strive to Uphold

Program TProgram TIM INTERNALISASI BUDAYA IM INTERNALISASI BUDAYA EECOCO 20120122

THROUGHPASS

KICKOFF

PLAY MAKER

FORMATION

CSRCSRCSRCSR

SUPPORTER


Corporate Value

10 Perilaku Utama

Performance

Saling

menghargai

& bekerjasama

Jujur, tulus, &

terbuka

Disiplin &

Konsisten

Berfikir,berkata,

& Bertindak

terpuji

Kompeten &

Bertanggung

Jawab

Memberikan

Solusi

& Hasil terbaik

Inovatif, Proaktif

& cepat tanggap

Mengutamakan

pelayanan &

kepuasanNasabah

Berorientasi pada

Nilai tambah

& perbaikan Terus

Menerus

Peduli

lingkungan

TRUSTTRUST INTEGRITYINTEGRITY PROFESSIONALISMPROFESSIONALISM CUSTOMER FOCUSCUSTOMER FOCUS EXCELLENCEEXCELLENCE

Go For The GoalsGo For The Goals


Organization StructureOrganization Structure--20122012

Customer Contact& Care Center

Key Role:• Call back,

Survey,• Invitation

Outbound Contact & Service Recovery ResponsesSH : Anita FirawatiSO : Susan R

Key Role:• Forecasting• Scheduling• Adherence

Report

WorkforceManagementSH : Eny RASO : Gita N, Daniel

Workforce

Info center &CorporateWeb MgtSH : Apri EkaputraSO : Nessya C

Key Role:• Updating

information• Reporting

Info Center

Key Role:• Call monitoring• Preparing Call

Script• Updating

Quality Monitoring & Assurance

TL : -PS : Erlita, Edwin,

Rebekka. Khais

Make sure reliability of all technical system

Technical Solution&

Network SpecialistTL: Meidilah DPPS : Risky,

Dyan

Banking Retail Services(Regular, Prioritas, customer care)

Credit Card Services(regular, platinum)SH : Shanti ArianiSO : Rita SW, Ratih W

Outbound

Banking Contact Center DepartmentBanking Contact Center DepartmentBanking Contact Center DepartmentBanking Contact Center Department

Department Head : Evi RiawatiDepartment Head : Evi RiawatiDepartment Head : Evi RiawatiDepartment Head : Evi Riawati


Key Role:• Call Back

Abandoned & Outgoing Calls Service Recovery

Professional Unit

Core Unit

• Invitation confirmation

• Cross selling & up Selling

Report

Key Role:• Document

control• Logistic

Admin

Key Role:• Maintaining

corporate web• Consolidating with

related business unit

Corporate Web

• Updating procedures

• Reward programs• Preparing internal

survey program • Improvement and

quality

customer care)SH : Azelindo FirdausSO : Erny JS, Maria Angela, Retno H

Commercial, Corporate Banking & InternationalSH : Frida AnandaniSO Merchant :Syam EUSO CBB : Ahadini

Internal & Remote Site Services(cabang banking, cabang CC, hc4U, DRC Rempoa, Co Brand BTN)SH : Pitut FSO : Yanny H, Dian Rahmah

Service Recovery


SEJARAH MANDIRI CALL 14000SEJARAH MANDIRI CALL 14000SEJARAH MANDIRI CALL 14000SEJARAH MANDIRI CALL 14000

•DibentukMandiri Call

November 2002

•Beroperasi 24 jam

•NomerTelephone (6221) 5299 7777

Tahun2003 •Single Access

Number (SAN) 14000 (12 kota)

•Nomer SingkatMudah Diingat

Februari2005

•DiaksesseluruhIndonesia

2005-sekarang


Nomor- nomor telepon untuk melayani segmen khusus yaitu :

021-5299 7788 > Priority Banking 500 140 > HC4U, Lay. Cabang & Klinik Hukum

500 333 > Merchant Help Desk 021- 526 7557 > CC helpdesk021-5299 7733 > Layanan Cabang 500 150 > CBBCC

layanan melalui media email di Contact Us situs Bank Mandiri www.bankmandiri.co.id dan fax (021) 5299 7689, 5299 7711, 5299 7735.Layanan melalui media twitter dapat diakses pada @mandiricare

2002 2005

Banking Contact Center Departement October 15, 2012

� To support goals of Bank Mandiri to enhance custome r relationship and satisfaction

� To serve as the primary channel to develop customer loyalty

As a strategic 24As a strategic 24--h channel to deliver, manage and h channel to deliver, manage and provide personalized service to customers.provide personalized service to customers.

© PT Bank Mandiri (Persero) Tbk.6

� To serve as the primary channel to develop customer loyalty- call center is where majority of customer interact ion takes places, given 24 x 7 accessibility

� To be the ‘glue’ that holds together all bank’s channels, also inclu de priority banking, consumer, corporate and commercia l customer.


Service ScopeService Scope

IVR

CTI

-Informasi Finansial -Transaksi Finansial-Informasi suku bunga & kurs-Informasi Produk -Pengiriman Rekening Koran -Pengiriman Bukti Transaksi

-Informasi Finansial

INBOUNDINBOUND


CTI

Staff

-Transaksi Finansial

-Informasi Produk & Layanan-Maintenance-Saran & Keluhan-Email


For people development, we have a specific trainings for new agent as For people development, we have a specific trainings for new agent as well as for experience agents like :well as for experience agents like :

New AgentsNew Agents Experience AgentsExperience Agents

Call Mandiri Call Mandiri Orientation Orientation ProgramProgram

General Training General Training Program Program

Team Leader Team Leader DevelopmentDevelopmentProgramProgram

Management Management Development Development ProgramProgram

3 months3 months

Contact CenterContact CenterProfessional Professional Certification Certification

2 months2 months

Internal Internal Quality Quality Auditor Auditor

1 1 -- 2 years2 years

Management Management Leadership Leadership DevelopmentDevelopment

5 years5 years

People Development People Development


Training Modules

Training Modules

product & product & services services knowledge knowledge

telephone telephone courtesy courtesy guidesguides

Site Visit & OJT Site Visit & OJT to Business unitto Business unit

Tandem / Tandem / Buddy TrainingBuddy Training

Creative Creative Problem SolvingProblem Solving

Stress Stress ManagementManagement

Emotional Emotional Spiritual Spiritual QuotientQuotient

Professional Professional MindsetMindset

Certification Certification

Performance Performance ManagementManagement

Contact Center Contact Center LeadershipLeadership

Creative Creative Innovative Innovative ThinkingThinking

Call CenterCall CenterOperationOperation

managementmanagement

Auditor Auditor

English English (TOEIC) Test(TOEIC) Test

OPQ & OPQ & Aptitude TestAptitude Test

BankingBankingKnowledgeKnowledge

Interview Interview WithWith

managementmanagement

DevelopmentDevelopment


••Designated Career Designated Career Path ProgramPath Program

••Health InsuranceHealth Insurance

••Annual leaveAnnual leave

•• Pension Plan & Pension Plan &

•• BonusBonus

••Special occasional leave Special occasional leave (wedding, birth of child)(wedding, birth of child)

••Good balance work lifeGood balance work life

Employee Employee retention retention programprogram

Human ResourceHuman Resource

We believe that employee who are challenged, motivated, rewarded and who We believe that employee who are challenged, motivated, rewarded and who have opportunities for personal development, are more likely to provide a have opportunities for personal development, are more likely to provide a high level of performance. So, we have some encourage employee programs high level of performance. So, we have some encourage employee programs like :like :

Engaged Engaged EmployeeEmployee

FinancialFinancial Non FinancialNon Financial

Management Management Development ProgramDevelopment Program


•• Overseas Overseas benchmarkingbenchmarking

•• Permanent Permanent employeeemployee

••Open communication with Open communication with managementmanagement

•• Appreciation from ManagementAppreciation from Management

•• Ice party with managementIce party with management

•• Freedom to choose scheduleFreedom to choose schedule

•• Incentives for sales Incentives for sales teamteam

••Special gift from Special gift from ManagementManagement

•• Star award: agent of Star award: agent of the month, semester, the month, semester, yearlyyearly

•• Outbound/Energizer ProgramOutbound/Energizer Program

•• Monthly call quality awardMonthly call quality award

Recognition Recognition programprogram

Reward Reward programprogram

Annually Star award Annually Star award with CEOwith CEO

Letter of Appreciation Letter of Appreciation from CEOfrom CEO


Shift I

Shift II

- Rentang Waktu 06.00 – 10.00- Diutamakan agent wanita- Digunakan sebagai shift trainee

- Rentang Waktu 12.00 – 15.00- Agent wanita khusus

Mandiri Call ShiftMandiri Call Shift


Shift II

Shift III

- Agent wanita khusus - Agent pria

- Rentang waktu 22.00 – 23.00- Di khususkan bagi agent pria- Pemberian waktu off pada hari berikutnya


Quality Monitoring & AssuranceQuality Monitoring & Assurance

Great Great Customer Customer SatisfactionSatisfaction

For us, quality race has no limit lane. The quality service of our employee is For us, quality race has no limit lane. The quality service of our employee is monitored & ensured by using …monitored & ensured by using …

Silent Silent ObservationObservation

Call Recorded Call Recorded Monitoring Monitoring

Coaching & Coaching & Counseling Counseling


Side by Side Side by Side Monitoring Monitoring

Peer Peer Monitoring Monitoring

Mystery Mystery CallerCaller


Key Performance Indikator

Service Level

User Satisfaction

The Speed of Information Update


People Development

Motivation and Reward Program

The Implementation of Corporate Culture Program


People• Well-trained• Professional

SupervisoryTool• Scheduler• Call Monitoring• Training - new

& periodic

Premises

Infrastructures• PABX• ACD• IVR• CTI• Fax On Demand

Technology EnhancementTechnology EnhancementTechnology EnhancementTechnology Enhancement


• Professional• Empowered

Desk Top• F/E System to all

applications• Knowledge Base• Customer

Contact History• Desktop Policy

Premises• 24 x 7 support• Pantry/Phones• Break-out room• Mini-Training


Phone Banking Machine �� Rank 2Phone Banking Officer �� Rank 1

Customer Satisfaction



Acknowledgement

Tahun BulanNama Institusi Pemberi

AwardJenis Award dan Recognition

2012 1

Maret

CARRE - CCSL (Center of

Customer Satisfaction &

CALL CENTER AWARD for EXCELLENCE Service

Performance category Priority Banking

2 CALL CENTER AWARD for EXCELLENCE Service

Performance category Banking


Maret Customer Satisfaction &

Loyalty)3 CALL CENTER AWARD for GOOD Service

Performance category Regular Credit Card

4 CALL CENTER AWARD for GOOD Service

Performance category Platinum Credit Card


AcknowledgementTahun Bulan

Nama Institusi Pemberi

AwardJenis Award dan Recognition

2012 5

MRI (Marketing Research

Indonesia) & Majalah Infobank

#1 The Best Banking Service Excellence for Phone

Banking Officer

6 #2 The Best Banking Service Excellence for Phone

Banking Mesin

7 PLATINUM AWARD - The Best Indonesia Contact

Center Award for The Best HR Retentatiom Program

above 100 seats

8 SILVER AWARD - The Best Indonesia Contact Center

for Award The Best Manager Contact Center above


Mei

ICCA (Indonesian Contact Center

Association)

for Award The Best Manager Contact Center above

100 seats ( Yanny Hendrik Sumarauw )


Award for The Best Quality Assurance above 100

seats ( Edwin Oka Arifianto )


Award for The Talent Singing


Award for The Talent Dancing

12 BRONZE AWARD - The Best Indonesia Contact

Center Award for The Workforce Mgt Staff ( Daniel

Iyan Nababan)


Acknowledgement

TAHUN BULANNAMA INSTITUSI

PEMBERI AWARDJENIS AWARDS & RECOGNITIONS DITERIMA

2012 13

Contact Center

SILVER MEDAL Contact Center World Award - The

Best Large Contact Center

14 SILVER MEDAL Contact Center World Award - The

Best Social Media Programs


Best Workforce Planning Professional


JuliContact Center

World.com

Best Workforce Planning Professional


Best HR Professional

17 BRONZE MEDAL Contact Center World Award - The

Best Self - Service Technology


Best Direct Response Campaign


Acknowledgement


AwardJenis Award & Recognition

2012 19 BRONZE MEDAL Contact Center World Award - The

Best Incentive Scheme


Best Sales Campaign


Best Recruitmen


Juli Contact Center World.com22 BRONZE MEDAL Contact Center World Award - The

Best Outbound Campaign


Best Sales Professional


Best Leader


Best IT Professional



AwardJenis Award & Recognition

2012 26

SeptemberShared Service Outsourcing

Network (SSON)

Runner Up kategori The Excellence Award of

Customer Service 2012


Thank youThank you

draft materi _bank manfiri_bpom_16102012 [compatibility mode]-1

Documents

pt bank mandiri

jenis award

banking service excellence

quality monitoring

silver award

transaksi finansial

reward program

informasi finansial