objective & program plan · develop mitigation plan remote access for no security issues...

Objective & Program Plan

Mega

Macro

Micro

Deliver “WOW” customer experience

Zero complaint at media and or social media

Achieve performance service level & system availability

Program Plan

Pra NARU 3 – 20 Des’18

Siaga NARU 21 Des’18 – 2 Jan’19

Post NARU 3 – 4 Jan’19

Structuring Satgas Team & Program Build awareness to employee Training new product & procedure for Naru events

Forecast calls traffic Develop shift schedule Create reporting flow process

Assess & Fulfill DNA Develop mitigation plan Develop DRC Site

Live POSKO NARU 24/7 BOD/BOE goes to POSKO Gebyar Naru with BOD INF ON4 & Security Surveillance accelerate program VLOG contest & competition on operation

Daily call analysis real vs. plan Implement shift schedule Performance Daily report

Monitoring DNA and Facility, including remote access for no security issues Reporting periodically

Report & Evaluation

Report & Evaluation

Report & Evaluation

Synergy

MDN

JKT

BGR BDG SMR MLG SBY

MKS

JGY

Focusing on NARU

Telco Banking F &B, Transportation Public Service, Tourism & Commerce

Trend traffic : decrease IBC, Sosmed, Walk in Demand traffic : • Promo data package • Complaint

Trend traffic : decrease Demand traffic : • Information • Important & urgent

case (blokir etc)

Trend traffic : increase Demand traffic : • Order for F&B • Confirmation for airline

(delay etc)

Trend traffic : sensitive but tend to increase Demand traffic : • Info regulation • Program/promo

Telkom: C4 DES, TAM DBS, 147, TelkomCare TSEL : CC IBC, Ecare, Grapari Siaga

BCA, BNI, BRI, CIMB Niaga, Bukopin, MNC

Dominos Pizza, KFC, McD, Richeese Garuda, Citilink, Air Asia, Citirans

BPJS Kes, BPJS TK, Kemenhub, Kemenkes, Polri, Jasa Marga, Ancol, Taman Safari, Bukalapak

Total Service live

140 / 43% Total agent schedule

6.000 / 38% Total traffic handle/day

190.000

Prioritize Monitor Top 30 Services • Platinum & Gold Category • Trend call traffic increase • Trend call traffic decrease • Trend digital and

socialmedia traffic

Food & Beverage Transportation

17.000 Agent 300 Services 152 Client

9 Cities 23 Site CC 32 Grapari & GTG

Escalation Process Management

EVENT GEBYAR NARU INFOMEDIA 2018/2019

INSTAGRAM COMPETITION Tema:

Best Moment Customer Engagement

Site to Visit

• BANDUNG (TBB) • JAKARTA (CITYWALK) • SEMARANG • SURABAYA • MALANG

Direktur Utama Direktur Marketing & Sales Direktur Marketing & Sales Direktur Utama Direktur Utama

Sulastri & Yogi Simon & Achie Dera & Eko Winaryo Wahyu P & Arif BNI Mokh. Arifin

Zaki W, Samudra Rahmat C, Derry Eni, Dimas, Widi Donny, Salman ISH Siska

BOD per Site VP per Site PIC per Site

SHARING WITH BOD

QUIZ & PARCEL

Difabel MOU

Timeline NARU Infomedia 2019

O O O O O O O

3 Des’18

13 Des’18

21 Des’18 31 Des’18

26-28 Des’18 2 Jan’19

4 Jan’19

Laporan Kesiapan Satgas Naru Infomedia

Preparation Satgas Naru

INF

Kick-off Posko Naru

Telkom Group &

Infomedia

Kunjungan BOD & BOE

Telkom Group ke Citiwalk

Penutupan Posko Naru

Gebyar NARU INF Berbagi

Report & Evaluation

LAMPIRAN

• Jadwal Piket Posko NARU Pusat (IOC)

• Reporting Performance

• Prediksi Traffic & Kesiapan SDM

• Jadwal Piket Posko Layanan

Jadwal Piket Posko NARU Pusat Lokasi: Ruang IOC, Citywalk

• Shift A: 08.00 – 20.00 • Shift B: 20.00 – 08.00

Nama No HP 21 22 23 24 25 26 27 28 29 30 31 1 2

Nama No HP 21 22 23 24 25 26 27 28 29 30 31 1 2

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb

Rachmat Cahyono 08128833544

3 B M.Fajri 08111900191 B

Bakhtiar Ubros 085100243686 B Sri Widoretno 08128116747 A

Hendriawan 082220722007 B Ali Hakim 081395956434 A

Reza Erlangga 0811222109 B Naufal Faiz 08112345989 B

Yogi Ali R 081222877378 B Deni Hanon 081212500803 A

Dony Aditya 85103142121 A Adam Sugara 081381306604 A

Dedy Mulyadi 81316076767 B Muhammad

Hari 08112347724 B

R Yan Marlans 81394400031 B Lutfi Bayu 08112377773 A

Fani Achyanti 81280801618 A M. Halim 085211382091 B

Cecep Irawan 81320620612 B Charles P 08174881123 B

Heri Suasana 811224224 A Hadi Sugiarto 081280305805 B

Zacki 81299408200 B Ario 081213519617 B

Ramadhika 85731533032 A Siska

Susilowati 081217884000 B

Eni Indrawati K 08111900159 A Riza Ariefiandhi 081321177993 B

Astri Dewi Lestari 08112207799 A Dera Kartiwa 08112122226 B

Yuniartha Martina 081296125726 A Muhammad

Wahyudin 081321677178 B

Fuady Mourad 081315677476 B Zainal Abidin 082110949121 B

Jadwal Piket Posko NARU Pusat Lokasi: Ruang IOC, Citywalk

• Shift A: 08.00 – 20.00 • Shift B: 20.00 – 08.00

Nama No HP 21 22 23 24 25 26 27 28 29 30 31 1 2

Nama No HP 21 22 23 24 25 26 27 28 29 30 31 1 2

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb

Victor 08111123467 B Hotman Sirait 08126046916 B

Lukman Hakim 08112189292 A Ari Wibowo 081319949551 B

Yudi 082140928899 A Ikhsan Syahrul 08121291807 A

M. Ihwal 081290055952 B Christy Novelita 081331548298 A

M. Hafiedz 082232333304 A Brahma Linggadityo

081384627824 B

Donny Sulistian 0811808480 A M. Tatang Kartiwa

082299825558 B

Sulastri 08111778474 A Asyraf 08129007523 A

Ety Baita Rahmah 08111079703 A Nazli Akbar Pane 08112015001 B

Andri Yana 08112233924 B Widianto 08111617212 A

Indra Wahyuningsih 082116344444 A Hendra Naibaho 081318609110 B

Eko Yulianto 081220523811 A Arief Novandi 08122254621 A

Yani Fitriani 08111200620 A Ervia Tissyaraksita

08122014706 A

Teguh Budiarto 081319857736 B Ria Resty 085222042024 A

Liphan Esa 081321800350 B Agus Hidayat 081316932288 A

Suhendi 081213088212 B Irfan Zamroni 08111268910 A

Ahmad Zaki Wahab 081317023538 A Aditia Aria 085294208949 B

Wahyudi Hidayat 081210055505 A Gerry Sunaryo 08111552434 B

Dheny Novansyah 081310516163 A M. Silmi 08118041990 B

Dhian Siswanto 081284600490 B Lala Mulyana 081316810950 A

Muhadi 08112222131 A Dian Rahma 081905277057 A

Noval Fahlevi 081311238077 B

REPORTING Selama periode NARU 2018 (tanggal 21 Desember 2018 -2 Januari 2019 ), terdapat 30 layanan (42 skill project) yang dipantau performansinya setiap hari. Termasuk 3 mobile apps dan sistem pendukung layanan.

Waktu Pelaporan Periode Pelaporan

7.30 00 – 24 (H-1)

19.30 00 – 18

Format Reporting

INBOUND CALL CENTER* Format: Nama Layanan/Area/Forecast COF/Real COF/ Target SCR/Real SCR/Target SL/Real SL Contoh: BNI/SBY/4500/4650/96%/99.25%/90%/91.21%

SOCIALMEDIA* Format: Nama Layanan/Segmen /Forecast Case In /Real Case In /Target Response Rate/Real Response Rate/Target Response Time/Real Response Time Contoh: Garuda/Twitter/1420/1300/65%/70%/60 menit/45 menit

*apabila ada ketidakcapaian, harap mencantumkan 5P

MOBILE APPS Format: Nama Mob Apps/Kondisi (OK/NOK)/Progress**/Reason** Contoh: JMCare/OK

GRAPARI TELKOM GROUP* Format: Nama GTG/Area/Forecast Visit Telkom/Real Visit Telkom/Forecast Visit Telkomsel/Real Visit Telkomsel/Target CES/Real CES Contoh: GTG Putri Hijau/MEDAN/650/575/900/950/4.5/4.88

SISTEM & PERANGKAT Format: Nama Perangkat/#Tiket/#Tiket Closed/#Tiket Open/Notes** Contoh: Network/10/9/1/eskalasi ke Telkom

Report dikirimkan ke grup Whatsapp “Posko Siaga NARU 2018”

Daftar Layanan TOP 30

Penurunan traffic selama periode

NARU adalah sebesar 25%

TRANSPORTATION SERVICES

Kenaikan traffic selama periode


FOOD & BEVERAGE SERVICES


NARUadalah sebesar 20%

BANKING & FINANCE SERVICES



TELECOMUNICATION SERVICES



RETAIL SERVICES



TOURISM SERVICES

Seluruh layanan yang dikelola Infomedia menyiapkan diri untuk menyambut NARU dengan baik dan service kepada pelanggan yang tetap prima. Khususnya di layanan-layanan yang memiliki volume traffic meningkat di periode libur seperti tempat wisata, atau memiliki kekritisan dan urgensi tersendiri seperti perbankan dan transportasi.

Telkom 147

42869

69432

50238

33644

20992

47474 43054 40243 39026 38545 39096

31769

20093

46901 51265 47296

37513

27332

46980 43009

42934 41539 39325 41630

26572 21082

0

10000

20000

30000

40000

50000

60000

70000

80000

21-Dec 22-Dec 23-Dec 24-Dec 25-Dec 26-Dec 27-Dec 28-Dec 29-Dec 30-Dec 31-Dec 1-Jan 2-Jan

Data Traffic VS Forecast 21 Des 2018 - 02 Jan 2019

REAL TRAFFIC FORECAST

POSKO LAYANAN SEMARANG Gedung Infomedia Nusantara

SRI RATU Jl. MT. Haryono No 922 – 924

Semarang

No Dinas Layanan 0812-8198-6006

POSKO LAYANAN MALANG Telkom Witel Jatim Selatan

Jl. A. Yani 11 Malang

707 731 703

552

383

710 704 664 641 624 707

507

394

0

200

400

600

800


Jumlah SDM yang Dutty

Jadwal Posko Layanan 147

No Layanan Jam

Operasional Nama No. telp

21 22 23 24 25 26 27 28 29 30 31 1 2 3

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Km

1 147 SEMARANG 07.00-21.00 DWI CAHYONO +62 813-9099-9108 V V V

2 147 SEMARANG 07.00-21.00 WAHYU TEDJO +62 822-9816-0372 V V V

3 147 SEMARANG 07.00-21.00 DANNY PRATIWI +62 852-2685-8573 V V V

4 147 SEMARANG 07.00-21.00 RISA EKA MARLANGEN +62 813-2935-0050 V V V

5 147 SEMARANG 07.00-21.00 M. CHAIRUN MUCID +62 813-9497-3124 V V V

6 147 SEMARANG 07.00-21.00 MARTA RAKHMANITA +62 822-2593-4254 V V V

7 147 SEMARANG 07.00-21.00 DIDA KURNIAWAN +62 813-2685-9850 V V V

8 147 SEMARANG 07.00-21.00 SULHADI +62 811-2820-147 V V V

9 147 SEMARANG 07.00-21.00 ZIHAUL +62 822-2382-2332 V V

10 147 SEMARANG 07:00 - 17:00 TIMMY AMALIA +62 811-2272-167 V V

11 147 MALANG 07.00-21.00 MOCH. FAJAR SAHURI +62 812-3361-234 V V V V V V V V

12 147 MALANG 07.00-17.00 BAGUS H +62 812-2715-3245 V V V V V V

13 147 NAS 00.00 - 24.00 KORLAPNAS +62 812-2510-7325 V V V V V V V V V V V V V V

Telkom Care

POSKO LAYANAN BOGOR Gedung OPMC Bogor

Jl. Padjadjaran No.39, Babakan, Bogor Tengah, Kota Bogor, Jawa

Barat 16128

No Dinas Layanan 0812-8198-6006 / 0813-1004-3942

11,700

7,959 7,667 8,192 8,547 8,655 8,664

7,927 8,186

9,454 9,583

6,908 7,796

11,611

6,616 6,829 6,033 6,409 6,472

7,367

11,035

7,548 8,681 8,628

9,941

7,111

-

2,000

4,000

6,000

8,000

10,000

12,000

14,000

21-Nov 22-Nov 23-Nov 24-Nov 25-Nov 26-Nov 27-Nov 28-Nov 29-Nov 30-Nov 1-Dec 2-Dec 3-Dec

Traffic

Facebook Twitter

148

113 110 115 118 119 124 116 119

132 133

106 115

0

20

40

60

80

100

120

140

160


Total Agent Dutty

Jadwal Posko Layanan Telkom Care

No Nama No. telp 21 22 24 24 25 26 27 28 29 30 31 1 2 3


1 Dhea Dwi Febriana +62 858-3117-1206/ +62812-8198-6006 v

2 Dina Diana Surbakti +62 821-1116-2679/ +62812-8198-6006 v

3 M Nazar +62 812-9030-6784/ +62812-8198-6006 v

4 Dika Aditya +62 877-1108-5421/ +62812-8198-6006 v

5 Awang Riyana +62 858-1922-6625/ +62812-8198-6006 v


7 Imam Syafii +62 821-1496-1013/ +62812-8198-6006 v

8 Ajeng Putri Clarasati +62 896-3692-2344/ +62812-8198-6006 v

9 Imam Syafii +62 821-1496-1013/ +62812-8198-6006 v



12 M Nazar +62 812-9030-6784/ +62812-8198-6006 v

13 Dika Aditya +62 877-1108-5421/ +62812-8198-6006 v

14 Awang Riyana +62 858-1922-6625/ +62812-8198-6006 v



3 M Nazar +62 812-9030-6784/ +62812-8198-6006 v

4 Dika Aditya +62 877-1108-5421/ +62812-8198-6006 v

5 Awang Riyana +62 858-1922-6625/ +62812-8198-6006 v


7 Imam Syafii +62 821-1496-1013/ +62812-8198-6006 v


9 Imam Syafii +62 821-1496-1013/ +62812-8198-6006 v



12 M Nazar +62 812-9030-6784/ +62812-8198-6006 v

13 Dika Aditya +62 877-1108-5421/ +62812-8198-6006 v

14 Awang Riyana +62 858-1922-6625/ +62812-8198-6006 v

TAM DBS

POSKO LAYANAN CITYWALK Citywalk Sudirman

Jalan KH. Mas Mansyur Kav. 121 Jakarta

No Dinas Layanan 021.29027198

40

26

18

32

19

42 37 37

25

17

37

20

43

0

10

20

30

40

50


Jumlah SDM yang Dutty

2,685

986

339

2,024

568

2,613 2,758

2,299

1,049

378

3,030

2,506

2,234

2,778

936

359

2,260

588

2,993

2,597

2,108

1,027

406

3,021

2,414 2,540

-

500

1,000

1,500

2,000

2,500

3,000

3,500


Data Traffic VS Forecast 21 Des 2018 - 02 Jan 2019

FORECASTING REAL

Jadwal Posko Layanan TAM DBS

No Jam operasional Nama No. telp 21 22 24 24 25 26 27 28 29 30 31 1 2 3


1 08.00 - 17.00 Kasriasih 089634990211 V CT V V V V V V

2 24 Jam Ade Putra 082261567159 CT V V V V V V V V

3 24 Jam Nurtati 082281742150 V V V V V V V V V

4 24 Jam Evi Puspita Ekasari 087734563009 V V V V V V V V V

5 24 Jam Sopan Sopian 083127128011 V V V V V V V V

6 24 Jam Irpan Maulana 081574386286 V V V V V V V V V

Telkomsel Medan

AVG kenaikan Traffic FORCAST NARU dari TRAFFIC NORMAL sebesar 9.19%. Untuk mencover traffic tersebut dialokasikan :

- agent terjadwal :170 orang per day - TL Terjadwal : 11 Orang per day

POSKO LAYANAN Gd.Cambrigde Lt.3

Jl. S.Parman 215-217 Medan

No Dinas Layanan 081360323833

Jadwal Posko Layanan

0

50

100

150

200

1 2 3 4 5 6 7 8 9 10 11 12 13

resources

Agent TL

No Nama Contact 9 10 11 12 13 14 15 16 17 18 19 20 21

sb mg sn sl rb km jm sb mg sn sl rb km

1 Piket DC Ops 81360323833 v v v v v v v v v v v v v

2 Piket Infratel 061-4567124 v v v v v v v v v v v v v

3 Piket CHO 82369881939 v v v v v v v v v v v v v

4 Feronika

Lastaruli 81361489323 v v

5 Denny

Ramadhan H 811652200 v

6 Erwin Pasaribu 85270261777 v v

7 Budi Supriyatna 8116144377 v v

700075008000850090009500

10000

TRAFFIC NORMAL FORCAST RAFI 2018

Telkomsel Bandung

Prediksi traffic menurun selama periode Naru mulai dari 1% hingga 32% dari traffic normal. Jumlah Agent terjadwal rata-rata per hari mencapai 175 Agent/Hari dengan total resources 2807 Agent.

POSKO LAYANAN Graha Merah Putih Jl.Terusan

Buah Batu No.33 Bandung

No Dinas Layanan: 08112200133


185 156 149

178 177 181 181 184 159 155

194 175 185 181 184 183

0

50

100

150

200

250

Jumlah Agent Terjadwal

0

5000

10000

15000

Trafik Normal Day VS NARU 2018

NARU TRAFIK NORMAL

No Nama Contact Person

Desember 2018 Januari 2019

21 22 23 24 25 26 27 28 29 30 31 1 2 3 4

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Km Jm

1 Sulastri 08111778474 A

2 Teguh B 08111977366 B

3 Suhendi 081213088212 B

4 Trhaju Nirwana 081321082829 A A

5 Yoga Andri H 085219205458 A A

6 Rika Riany 08112005013 A A

7 Anggiat 081320377870 A A

8 Indra Gunawan 081321651011 A A

9 Anjar K 081321524666 A A

10 Lamtiur May 085221582672

11 Panji Santoso 08112200133 B B B B B

12 Dani Hermawan 08112200133 B B B B B B

13 Yoppy Pauzi 08112200133 B B B B

Telkomsel Surabaya

POSKO LAYANAN Jl. A Yani 88 Surabaya

Gd Grha Pena Evtension Lt. 5



0

50

100

150 125 116 104

121 116 121 121 121 116 104

125 125 121 121

Jumlah Agent 21 22 23 24 25 26 27 28 29 30 31 1 2 3


1 Wahyu Priyambodo 0811333971 √ √ CUTI √ √ √ √ √ √

2 Sigit A 08113222220 √ √ √ √ √ √ √ √

3 Arif Sri 081334582999 √ √ √ √ √ √ √ √ √

4 Arwin Qurnia H 08113343355 √ √ √ √ √ √ √ √ √

5 Ronald H 0811371313 √ √ √ √ √ √ √ √ √

6 Widya Pratikta 081331584555 √ √ √ √ √ √ √ √ √

7 Daniar Rachman 08113081161 √ √ √ √ √ √ √ √ √

8 Tri Junaidin 08113300332 √ √ √ √ √ √ √

9 PIC CHO 08113613615 √ √ √ √ √ √ √ √ √ √ √ √ √ √

10 PIC IT √ √ √ √ √ √ √ √ √ √ √ √ √ √

11 KORLAP 08113613614 √ √ √ √ √ √ √ √ √ √ √ √ √ √


No NamaContact

Person

0

2000

4000

6000

8000

Traffic Normal vs Forecasting

Traffic Normal Forecast

1. Selama periode NARU, diperkirakan traffic mengalami kenaikan sebesar 30% dr traffik normal.

2. Penjadwalan agent dibuat dengan Elastisitas sebesar 30%.

Telkomsel Makassar

1. Forecast Rafi ditambah 30% dari trafik normal 2. Jumlah agent terjadwal 101 orang perhari. Dijadwalkan agent

ROC 30 orang perhari (2 shift) jika terjadi spike sd 130% dan tambahan back up support 15 orang perhari jika terjadi spike sd 160%

POSKO LAYANAN Gedung Fajar Graha Pena Lantai 5

Jalan Urip Sumoharjo No 20 km 4 Makassar


Jadwal Piket Posko Layanan

0

5000

10000

21 22 23 24 25 26 27 28 29 30 31 1 2 3

Trafik Normal Vs NARU

Trafik Normal Trafik Spike 30%

0

50

100

150

200

21 22 23 24 25 26 27 28 29 30 31 1 2 3

Jumlah Agent Perhari

94 120 142

Layan

an Nama

Contact

Person Email

Desember 2018 Januari

2019

21 22 23 24 25 26 27 28 29 30 31 1 2 3 4

CC Makas

ar

Ariepin 08113337778

[email protected] √ √ √ √

St Muliana 08114199987


Haeruddin 081394229974

[email protected]

√ √ √ √

Arthur 08114191975

[email protected]

√ √ √ √

M Ihwan 08114100147

[email protected]

√ √ √ √

Andi Irfan 08114198372

[email protected]

√ √ √ √

Shinta Dewi 08114194444

[email protected]

√ √ √ √

Evi Gimsary 08114162999


Telkomsel Social Media

- Traffic & Agent Social media terdiri dari akumulasi segment Twitter, Facebook (wall), dan Va connect to Agent (FB Messenger, LINE, Telegram, website telkomsel.com)

- Forecast RAFI 2018 menggunakan elastisitas 10% dengan recovery plan apabila terjadi defect diantaranya ROC, Back up Segment & TL dengan rata rata tambahan resources 20 orang

POSKO LAYANAN Graha Merah Putih Infomedia 5th floor

Jl. Terusan Buah Batu no 33 Bandung

No Dinas Layanan +62 812-8232-9364


No Nama Contact

22 23 24 25 26 27 28 29 30 31 1 2 3

sb mg sn sl rb km jm sb mg sn sl rb km

1 Piket DC Ops +62 812-8232-9364 v v v v v v v v v v v v v

2 Yani Fitriani +62 811-1200-620 v v v v

3 Bima Betha

Centaury +62 852-2146-0906 v v v v

4 Evita Gantina +62 813-1220-2465 v v v v

5 Eko Handoko +62 813-2258-5252 v v v v

70007500800085009000

Satu

rda

y2

2-D

ec-1

8

Sun

da

y2

3-D

ec-1

8

Mo

nd

ay

24

-Dec

-18

Tues

da

y2

5-D

ec-1

8

Wed

nes

da

y2

6-D

ec-1

8

Thu

rsd

ay

27

-Dec

-18

Frid

ay

28

-Dec

-18

Satu

rda

y2

9-D

ec-1

8

Sun

da

y3

0-D

ec-1

8

Mo

nd

ay

31

-Dec

-18

Tues

da

y1

-Ja

n-1

9

Wed

nes

da

y2

-Ja

n-1

9

Thu

rsd

ay

3-J

an

-19

Traffic Normal vs Forecast RAFI 2018 - 2019

Traffic Normal Forecast RAFI 2018

8090

100110120

Agent Scheduled for RAFI 2018-2019

Agent Scheduled Agent Scheduled + ROC & Back up

BNI

104,387

106,420

NORMAL

NARU ‘18

BNI Contact Center Surabaya Gedung Graha Pangeran

Jln Ahmad Yani 286 Surabaya

NO NAMA JABATAN NO HANDPHONE

1 M. FAJRI MGR BFSI 4 8111900191

2 ARIF HIDAYAT LO MANAGER BCC

SURABAYA 85232555244

3 LIDIA SRI MARGIASTUTI SPV LAYANAN 8123508530

4 DWI HAJAR SISWANTORO QUALITY ASSURANCE BCC

SURABAYA 81233696906

5 DESK CONTROL BCC SURABAYA 0312985600 EvT

4509/4510

POSKO LAYANAN

PIC PIKET RAFI 0

2000

4000

6000

8000

10000

12000

14000

16000


Plan Traffic NARU 2018-2019

NARU 2017 PLAN NARU 2018

0

40

80

120

160


PLAN STAFF NARU 2018-2019

Plan Staff

BRI

POSKO Address: Gd Sriratu Lt4

Jl. Letjen MT Haryono 922 – 924

Semarang Jawa Tengah

22%

Departemen : ( BFSI I & Global ) JADWAL PIKET

Penanggung Jawab : ( M Fajri ) / ( 08111900191 )

No Layanan Site Nama Posisi Contact Desember 2018

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Km 21-Dec 22-Dec 23-Dec 24-Dec 25-Dec 26-Dec 27-Dec 28-Dec 29-Dec 30-Dec 31-Dec 1-Jan 2-Jan 3-Jan

1 BRI CC Semarang Budi Rachman OM 81330497380 v x x x x v v v x x x x v v

2 BRI CC Semarang Pravita Puspitasari Spv 81231844822 x x x v v v v v v v x x v v

3 BRI CC Semarang Indra Wijanarko Spv 8983322077 v v v x x x v v x x v v v v

FC NARU 2018 55,323

COF Normal 45,318 0

20

40

60

80

21

-De

c

22

-De

c

23

-De

c

24

-De

c

25

-De

c

26

-De

c

27

-De

c

28

-De

c

29

-De

c

30

-De

c

31

-De

c

1-J

an

2-J

an

3-J

an


Agent Staffed

0200040006000

21

-De

c

22

-De

c

23

-De

c

24

-De

c

25

-De

c

26

-De

c

27

-De

c

28

-De

c

29

-De

c

30

-De

c

31

-De

c

1-J

an

2-J

an

3-J

an


Forecast NARU 2018

FC NARU 2018 COF Normal

01000200030004000

21

-De

c

22

-De

c

23

-De

c

24

-De

c

25

-De

c

26

-De

c

27

-De

c

28

-De

c

29

-De

c

30

-De

c

31

-De

c

1-J

an

2-J

an

3-J

an


Forecast NARU 2018 (Non Voice)

FC Incoming Incoming Normal

010203040

21

-De

c

22

-De

c

23

-De

c

24

-De

c

25

-De

c

26

-De

c

27

-De

c

28

-De

c

29

-De

c

30

-De

c

31

-De

c

1-J

an

2-J

an

3-J

an


Agent Staffed

FC NARU 2018 38,035

Incoming Normal 32,534

17%

NARU 2018 NORMAL

128.844

156.579 20%

TOTAL SDM: 264 Banking: 93

Kartu Kredit: 151 Priority: 20

CIMB Niaga Gajah Mada Jl. Gajah Mada No. 18, Jakarta Pusat

CIMB Niaga Yogyakarta Jl. Jendral Sudirman No.13, Yogyakarta

POSKO LAYANAN

PIC PIKET NARU

0

2000

4000

6000

8000

10000

12000

14000

16000

21 22 23 24 25 26 27 28 29 30 31 1 2

FORCAST NARU 2018-2019

Forcast 2018 Normal

155

87 80 87 80

171 161 162

88 77

173

94

166

0

50

100

150

200

Jumlah SDM

CIMB NIAGA

BANK BUKOPIN

RAFI 2018 NORMAL

2018 25.637

32.220 20%

TOTAL SDM : 53 JADWAL PIKET

POSKO LAYANAN

-

2,000

4,000

6,000

21(H-4)

22(H-3)

23(H-2)

24(H-1)

25(H)

26(H+1)

27(H+2)

28(H+3)

29(H+4)

30(H+5)

31(H+6)

1(H+7)

2(H+8)

3(H+9)

Forcast NARU 2018-2019

Traffic Normal Traffic Naru 2018

-

10

20

30

40

Penempatan Agent

No Layanan Site Nama Contact



21 22 23 24 25 26 27 28 29 30 31 1 2 3

1 Bukopin Tendean Zulyansyah Fitra 085692879387 V V V - V V - - - - - V V V

2 Bukopin Tendean Zailani Anwar 089604410894 V V V - V - V - V V V V - -

3 Bukopin Tendean Tri Setio Purna Yuda 081282753669 - V V V - V V V V V - V V V

4 Bukopin Tendean Wahyudi 085640480272 - - - V V - - V V V V - V V

5 Bukopin Tendean Astri Ekawati 087720873837 V - - V V V V V - - V - V V

BANK BCA

NARU 2019

NORMAL

49,780

46,085

8,02%

JADWAL PIKET

Ged Sriratu Jl. Letjen MT Haryono

922 – 924

Semarang Jawa Tengah

POSKO LAYANAN

0

50

100

150

21 22 24 25 26 27 28 1 2

PENEMPATAN AGENT

NO layanan Site Nama no. telp 21 22 23 24 25 26 27 28 29 30 31 1 2 3


1 HALO BCA SEMARANG Sriratu Peterongan Yoslan Kurniawan 081392228212 v v v v v v v v v

2 HALO BCA SEMARANG Sriratu Peterongan Wahyu Adi Raharjo 082235016871 v v v v v v v v

3 HALO BCA SEMARANG Sriratu Peterongan Fuad Fadli 085875228111 v v v v v v v v v

4 HALO BCA SEMARANG Sriratu Peterongan Rahmayanti Mandiri 082138710404 v v v v v v v v v

5 HALO BCA SEMARANG Sriratu Peterongan Sutrisno Warno 085641035269 v v v v v v v v v

6 HALO BCA SEMARANG Sriratu Peterongan Sri Ismiyati 085875216221 v v v v v v v v v

7 HALO BCA SEMARANG Sriratu Peterongan Ulil Albab 085227553776 v v v v v v v v v

8 HALO BCA SEMARANG Sriratu Peterongan Dimas Wahyu R 085640218574 v v v v v v v v v

9 HALO BCA SEMARANG Sriratu Peterongan Distya Wienabayu 082137575877 v v v v v v v v v

10 HALO BCA SEMARANG Sriratu Peterongan Titis Sumaryatun 082226670265 v v v v v v v v v

11 HALO BCA SEMARANG Sriratu Peterongan M. Solikhin 085740842760 v v v v v v v v v

12 HALO BCA SEMARANG Sriratu Peterongan Okta Cantika 08562671448 v v v v v v v v v

13 HALO BCA SEMARANG Sriratu Peterongan Nur Amilatul lailia 085290235606 v v v v v v v v v

5616 4065 4065

5752 5658 5868

off off

6331

off

6745 5680

5407 5010

off off

5822 5183 5674 5495 5987

off off off

7507

21 22 24 25 26 27 28 29 30 31 1 2 3

Forecast NARU 2019

Forecast History

MNC BANK

RAFI 2018 NORMAL

2018 11.738

16.554 29%

TOTAL SDM : 31

JADWAL PIKET

Tendean 39 Jakarta

POSKO LAYANAN

Site Nama Contact



21 22 23 24 25 26 27 28 29 30 31 1 2 3

Tendean Yogo Trianggoro 083173144247 V V - V V

Tendean Diah Rosmayanti 081381054705 V - - - - - - V - V V - V V

Tendean Yoga Pratama 087851290899 V V - - V V V V V - V V V V

-

1,000

2,000

3,000

Forcast NARU 2018

Traffic Normal Traffic Naru 2018

0

5

10

15

20

25

21

(H

-4)

22

(H

-3)

23

(H

-2)

24

(H

-1)

25

(H

)

26

(H

+1)

27

(H

+2)

28

(H

+3)

29

(H

+4)

30

(H

+5)

31

(H

+6)

1 (

H+7

)

2 (

H+8

)

3 (

H+9

)

Penempatan Agent

BANK BJB

10150

11550

NARU

NORMAL ‘18

Hotline : 082116151612

BJB Call Ged. Graha Merah Putih Infomedia

Jl. Terusan Buah Batu No. 33 Bandung

POSKO LAYANAN

PIC PIKET:

12%

0

200

400

600

800

1000

1200

1400

1600

1800

2000

Naru 2018 Normal

layanan nama no. telp 21 22 23 24 25 26 27 28 29 30 31 1 2

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb

cc bjb Andi Riswandi 082116151612 v v v v v v v v

cc bjb Hana Trisnawati 087825968663 v v v v v v v

cc bjb Hendra Gustiawan 089526888888 v v v0

2

4

6

8

10

12

14

SDM On line

BPJS KESEHATAN

NARU 2018 NORMAL

2018 96.274

101.382 5%

Citywalk Sudirman

Jalan KH. Mas Mansyur Kav. 121

Infomedia Semarang Gedung Sri Ratu No. 922-924, Jl. MT. Haryono,

Semarang

POSKO LAYANAN

21 22 23 24 25 26 27 28 29 30 31 1 2 3

1 BPJS Kes Yasin Mahpuz v v v v v v v

2 BPJS Kes Irvan Novian v v v v v v v

3 BPJS Kes Sigit Permadi v v v v v v v v

4 BPJS Kes Dyhani Novitasari v v v v v v v

5 BPJS Kes Desy Indah Fajarwati v v v v v v v

6 BPJS Kes Indra Hermawan v v v v v v v v v

7 BPJS Kes Rosdiana v v v v v v v v v

8 BPJS Kes Tri Wijayanti v v v v v v v v

9 BPJS Kes Ayu Kusumaningdewi v v v v v v v v v

10 BPJS Kes Dorkas v v v v v v v v v

11 BPJS Kes Sahal v v v v v v v v v

namalayananno

0

1000

2000

3000

4000

5000

6000

21 22 23 24 25 26 27 28 29 30 31 1 2 3

Forecast Plan NARU 2019

Normal Forecast Naru

0

10

20

30

40

50

60

70

80

21 22 23 24 25 26 27 28 29 30 31 1 2 3

Penempatan Agent NARU 2018

Agent Online

TOTAL SDM:

96

GARUDA INDONESIA

Average Agent selama Per. NARU :

138 Agent

Totally Agent selama Per. NARU :

1,798 Agent

Maks. Agent selama Per. NARU :

31 Des’18 sebanyak 156 Agent

NO NAMA NO. HP (AKTIF)

DESEMBER JAN’19

21 22 23 24 25 26 27 28 29 30 31 1 2


1 Yogi Ali Rahman

812-2287-7378 V L L V L V V V L L V L V

2 Galih Wangi

85223397381 V L L L L V V V L L V V V

3 Doni Pradono

85292698228 V L L V L V V V L L V L V

4 Riri Patriyuni

81313956534 V L L V L V V V L L V L V

5 Nicke Ayu 8112330130 V V L V V V V V L L V V L

6 Yeti Yuningsih

8112255011 V L L V L V V V L L V L V

7 Devi Utami

83842706434 L V V V L L L V V V V L L

8 Feddy Ferdian

85222226965 V L L V L V V V L L V L V

No Dinas Layanan:

021-2351-9999 / 0804 1 807 807

POSKO LAYANAN:

Graha Merah Putih Infomedia

Lt 3 Layanan CGG

Jl. Terusan Buah Batu No.33, Batununggal,

Bandung Kidul, Kota Bandung, Jawa Barat

40266

21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 8,14 5,27 4,03 8,14 4,65 7,31 7,31 7,31 4,43 3,49 7,31 3,49 7,31

Traffic Normal 9,16 6,03 4,78 9,64 9,76 9,76 9,39 9,03 6,19 5,51 9,26 9,64 9,23

-

2,000

4,000

6,000

8,000

10,000

12,000 Average weekdays : Normal Day : 9,435 call Forecast NARU : 7,191 call

Average weekend : Normal Day : 5,631 call Forecast NARU : 5,642 call

Pred. Traffic Maks.: Jum’at 21 Des’18 : 8,146 Call

153 112 101

152 149 148 149 149 109 111

156 155 154

(50) - 50 100 150 200

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

Forecast NARU Traffic Natal 2018 = 27% di bawah traffic normal Traffic Tahun Baru = 32% di bawah traffic normal

SOCMED GARUDA INDONESIA

Forecast NARU (Twitter) Traffic Natal’18 = 1.4% di atas traffic normal Traffic Thn Baru = 1.4% di atas traffic normal Traffic W.end NARU = 1.8% di atas traffic normal

Twitt. Average weekdays : Normal Day : 501 call Forecast NARU : 488 call

Pred. Traffic Maks.: Twitt. 508 Case & FB 66 Case 21,31 Des’18 & 2 Jan’19


7 Agent


96 Agent


21,24,26-28,31 Des’18 & 02 Jan’19

sebanyak 8 Agent

Jadwal Piket Posko Layanan:

NO NAMA NO. HP (AKTIF)

DESEMBER JAN’19

21 22 23 24 25 26 27 28 29 30 31 1 2


1 Yogi Ali Rahman

812-2287-7378 V L L V L V V V L L V L V

2 Galih Wangi

85223397381 V L L L L V V V L L V V V

3 Doni Pradono

85292698228 V L L V L V V V L L V L V

4 Riri Patriyuni

81313956534 V L L V L V V V L L V L V

5 Nicke Ayu 8112330130 V V L V V V V V L L V V L

6 Yeti Yuningsih

8112255011 V L L V L V V V L L V L V

7 Devi Utami

83842706434 L V V V L L L V V V V L L

8 Feddy Ferdian

85222226965 V L L V L V V V L L V L V

No Dinas Layanan:

021-2351-9999 / 0804 1 807 807

POSKO LAYANAN:


Lt 3 Layanan CGG



40266

21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 508 479 359 508 419 508 508 508 479 359 508 419 508

Traffic Normal 602 564 359 633 420 464 504 458 479 585 496 486 446

-

100

200

300

400

500

600

700

Twitt. Average weekend : Normal Day : 497 call Forecast NARU : 419 call

FB. Average weekdays : Normal Day : 68 call

Forecast NARU : 59 call

FB. Average weekend : Normal Day : 33 call

Forecast NARU : 33 call

8

6 7

8 7

8 8 8

6 7

8 7

8

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

Forecast NARU (FB) Traffic Natal’18 = 3.6% di atas traffic normal Traffic Thn Baru = 3.6% di atas traffic normal Traffic W.end NARU = 1.0% di atas traffic normal

CITITRANS

Forecast NARU Traffic Natal 2018 = 18.17% di bawah traffic normal Traffic Tahun Baru = 17.1% di bawah traffic normal Traffic selama NARU = 17% di bawah traffic normal

No Dinas Layanan:

0804 1111 000

POSKO LAYANAN:


Lt 4 Layanan CT



40266

Average weekdays : Normal Day : 1,345 call Forecast NARU : 1,220 call



21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 2,1 1,3 858 803 1,1 1,0 1,2 1,3 1,0 952 883 1,1 1,1

Traffic Normal 1,3 1,9 980 1,0 1,0 1,2 1,3 1,4 1,4 1,1 1,4 1,5 1,6

-

500

1,000

1,500

2,000

2,500

16 13 13 13 13 14 15 16

13 13 16 17 17

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT Average Agent selama Per. NARU :

15 Agent


189 Agent


17 Agent @1 & 2 Jan’18

NAMA NO. HP (AKTIF)

DESEMBER JANUARI

2019

21 22 23 24 25 26 27 28 29 30 31 1 2


Yogi Ali Rahman

812-2287-7378

V L L V L V V V L L V L V

Galih Wangi

85223397381

V L L L L V V V L L V V V

Adhi Tri M 896338678

72 V L L V L V V V L L V L V

KFC (HDCC 14022)

Forecast NARU Traffic Natal 2018 = 36.65% di atas traffic normal Traffic Tahun Baru = 58.5% di atas traffic normal Traffic selama NARU = 23.0% di atas traffic normal

No Dinas Layanan:

14022

POSKO LAYANAN:

Graha Infomedia Call Center

Lt 2 Layanan HDCC

Jl. Mampang Prapatan Raya No. 28

Duren Tiga, Jakarta Selatan

DKI Jakarta 12760



Pred. Traffic Maks.: Jum’at 01 Jan’19 : 4,507 Call


40 Agent


526 Agent


52 Agent @31 Des’18 & 1 Jan’19

21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 2,61 2,87 2,78 3,03 3,91 2,86 2,80 2,86 2,94 2,91 4,02 4,50 2,86

Traffic Normal 2,50 2,57 2,58 2,38 2,40 2,77 2,47 2,70 2,60 2,38 2,31 2,35 1,64

-

500

1,000

1,500

2,000

2,500

3,000

3,500

4,000

4,500

5,000

39 41 39 42 45 36 35 36 39 37

52 52

33

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

NAMA NO. HP (AKTIF)

DESEMBER JAN'19

21 22 23 24 25 26 27 28 29 30 31 1 2


Bakhtia Ubros 85100243686 √ L L L L √ √ √ L L √ L √

R Yan Marlans 81394400031 √ L L √ √ √ √ √ L L √ L √

Ramadhika 85731533032 √ L L √ L √ √ √ L L √ √ √

Vita Sari 82298247656 √ √ √ L L √ L √ √ L √ √ L

Intan Purbasari 8118061812 √ √ L L L CT √ √ L L √ √ √

Fata Madina 811804403 √ L L √ √ √ √ √ L L √ L L



Yuningsih 83853969044 √ √ L √ L √ √ √ √ L √ L √

Tanty 8111566700 √ √ L L √ √ √ √ √ L L L √

Septo 8170156205 L L √ √ √ √ √ L L √ √ √ L

Nurul 81806723801 √ L L √ L √ √ √ L L √ L √

R Yan Marlans 81394400031 √ L L L √ √ √ √ L L √ L √

Ramadhika 85731533032 √ L L √ L √ √ √ L L √ √ √

Ramadhika 85731533032 √ L L √ L √ √ √ L L √ √ √

Ramadhika 85731533032 √ L L √ L √ √ √ L L √ √ √

Lilik P 8161300017 √ L L √ L √ √ √ L L √ L √

Burhan 85939602580 √ L L √ L √ √ √ L L √ L √


JASAMARGA (14080)

Forecast NARU Traffic Natal 2018 = 27.92% di atas traffic normal Traffic Tahun Baru = 6.0% di atas traffic normal Traffic selama NARU = 30% di atas traffic normal

No Dinas Layanan:

14080

POSKO LAYANAN:

Plaza Tol TMII

Plaza Tol Taman Mini Indonesia Indah

Jakarta Timut

DKI Jakarta 13550

Average weekdays : Normal Day : 922 call Forecast NARU : 1,285 call




10 Agent


135 Agent


11 Agent @21,22,25,27,28,29 Des’18

& 1 Jan’19


21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 2,59 2,53 1,46 1,21 1,16 1,16 1,20 1,24 1,22 1,02 627 1,23 1,07

Traffic Normal 1,20 1,16 916 752 947 792 902 1,20 1,16 916 752 947 792

-

500

1,000

1,500

2,000

2,500

3,000

11 11 10 9 11 10 11 11 11 10 9

11 10

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT NAMA NO. HP (AKTIF)

DESEMBER JANUARI 2019

21 22 23 24 25 26 27 28 29 30 31 1 2


Hendriyawan 082220722007 √ L L L L √ √ √ L L √ L √

Fani Achyanti 081280801618 √ L L √ √ √ √ √ L L √ √ √

Chairul Rian Riyaldi

08567546259 √ L L L L √ √ √ L L L L √

Hutama Putra 085716533221 L L L L L L L L L L √ L L

Muhammad Diponegoro

081285762300 L L L L √ L L L L √ L L L

Slamet Widodo

087888714569 L L L √ L L L L √ L L L L

Pandu Karunia Aji

081291247620 L L √ L L L L L L L L L L

Dimas Febriyanto

083873754244 L √ L L L L L L L L L √ L

BUKALAPAK

Forecast NARU Traffic Natal 2018 = 2.23% di bawah traffic normal Traffic Tahun Baru = 3.4% di bawah traffic normal Traffic Weekend NARU = 29.0% di atas traffic normal

No Dinas Layanan:

021-5081-3333

POSKO LAYANAN:

Gedung Citywalk Lt.3

Jl. KH. Mas Mansyur Kav. 121 A

Karet, Jakarta Pusat

DKI Jakarta 10220





73 Agent


952 Agent



Jadwal Piket Posko Layanan: 21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 4,96 5,46 5,43 5,31 5,07 3,41 5,02 5,34 5,32 5,31 5,07 3,41 5,02

Traffic Normal 4,88 4,31 2,99 4,92 4,96 5,46 5,43 5,31 5,07 3,41 5,02 5,34 5,32

-

1,000

2,000

3,000

4,000

5,000

6,000

75 75 62

79 78 75 78 75 68 60

77 75 75

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

NAMA NO. HP (AKTIF)

DESEMBER JAN'19

21 22 23 24 25 26 27 28 29 30 31 1 2




Retno Prafitri 081285408920 L √ √ √ √ √ L √ √ L √ √ √

Arif Budiman Hidayat

083166199827 L √ √ L L √ √ √ L √ √ √ L

Renno Pradanu

083878917247 √ L L L L L √ √ L L √ √ √

Bayu Riyanto 082213226821 √ L L √ √ √ L L √ √ √ L √

Vera Tiur Nita 082211438980 √ L L L L L √ √ L L √ L √

Eka Cahyo M 081290765806 √ L L √ L √ √ √ L L √ L √

Danu Dwi Utomo

082211438980 √ L L L L L √ √ L L √ L √

DOMINO’S PIZZA

Forecast NARU Traffic Natal 2018 = 52.0% di atas traffic normal Traffic Tahun Baru = 160.0% di atas traffic normal

Average weekdays : Normal Day : 528 call Forecast NARU : 1,003 call

Average weekend : Normal Day : 577 call Forecast NARU : 690 call

Pred. Traffic Maks.: Jum’at 01 Jan’19 : 2,470 Call


14 Agent


186 Agent


31 Des’18 & 1 Jan’19 sebanyak 17

Agent

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 730 840 817 878 889 639 666 877 877 815 2426 2470 923

Traffic Normal 561 596 610 433 488 690 566 602 552 548 428 520 461

0

500

1000

1500

2000

2500

3000

No Dinas Layanan:

1500-366

POSKO LAYANAN:

Gedung Citywalk Lt.3

Jl. KH. Mas Mansyur Kav. 121 A

Karet, Jakarta Pusat

DKI Jakarta 10220

NAMA NO. HP (AKTIF)

DESEMBER JAN'19

21 22 23 24 25 26 27 28 29 30 31 1 2




Adie Mardiansyah

085692003256 √ L L L L √ √ √ L L √ L √

Heri Setiawan

081314482896 √ √ L L L L √ L √ √ √ √ L

Iyan Datsa 085770111274 L L √ √ √ √ L √ L L √ √ √


AIRASIA


No Dinas Layanan:

021-2927-0999

POSKO LAYANAN:

Gedung Graha Pena

Jl. Ahmad Yani No. 88

Ketintang Gayungan

Surabaya Jawa Timur 60231





39 Agent


504 Agent



21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 2,78 2,67 1,99 1,49 1,48 1,91 2,64 2,44 2,33 1,68 1,11 1,24 2,33

Traffic Normal 3,06 1,55 1,29 2,50 2,41 2,48 2,55 2,31 1,55 1,27 2,42 2,52 2,52

-

500

1,000

1,500

2,000

2,500

3,000

3,500

NAMA NO. HP (AKTIF)

DESEMBER 2018 JAN'19

21 22 23 24 25 26 27 28 29 30 31 1 2


Reza Erlangga 811222109 √ L L L L √ √ √ L L √ L √

Cecep Irawan 813206206

12 √ √ √ √ √ √ √ √ √ √ √ √ √

Muhammad Ramlan

82260213935

√ √ √ √ √ √ √ √ √ √ √ √ √

Agung Riyanto 857194660

87 √ √ √ √ √ √ √ √ √ √ √ √ √

Yanti Siti Toibah 821291780

99 √ L L L L √ √ √ L L √ L √

ZILDA RIYANDITA PUTRI

085707778901

A L AA A AB AB L L A AB AB AB L

IRFAN WAHYUDI

085646681282

AA A A L L L D D C A L L A

SUBAHATUL HOTIJAH

085257708453

BC AB L L A A A A L L A A L

TORINO ANTOLI 082231358

309 CD D D D L A AB C AA L L D AB

WURI YUDISTIRA

085655151144

L L C AB D L L AA D D D L D

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT


CITILINK


No Dinas Layanan:

0804-1080-808

POSKO LAYANAN:

Gedung Graha Pena

Jl. Ahmad Yani No. 88

Surabaya Jawa Timur 60231





30 Agent


396 Agent


02 Jan’19 sebanyak 38 Agent



Per. NARU 2,725 1,777 1,552 2,600 1,651 2,769 2,885 2,725 1,777 1,552 2,745 1,706 2,037

Traffic Normal 3,770 2,446 1,792 3,759 3,836 4,750 3,589 3,035 2,331 1,852 3,966 3,944 3,824

- 500

1,000 1,500 2,000 2,500 3,000 3,500 4,000 4,500 5,000

33

25 23

29 33 31

35 33

25 23

33 35 38

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

NAMA NO. HP (AKTIF)

DESEMBER 2018 JANUARI

2019 21 22 23 24 25 26 27 28 29 30 31 1 2 Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb



2 √ √ √ √ √ √ √ √ √ √ √ √ √

Muhammad Ramlan

82260213935

√ √ √ √ √ √ √ √ √ √ √ √ √


7 √ √ √ √ √ √ √ √ √ √ √ √ √


9 √ L L L L √ √ √ L L √ L √

MUSTAKIM 0852316368

09 √ L L L L √ √ √ L L √ L √

HARI SUSANTO 0838316203

11 √ √ √ L √ √ √ √ √ L L √ √

RIZKY RAHAYU

08125834528 (CALL)

085785168928 (WA)

√ L √ √ √ √ √ L L √ √ L √

WAHYU AGUS 0856457509

50 L L √ √ √ L L √ √ √ √ L √

YENIK PRABANDARI

085230210090

√ √ L √ L √ √ √ L √ √ √ L

NO HP OPERATION

081216567796

Standby pkl 06.00-22.00

BPJS KETENAGAKERJAAN

Forecast NARU Traffic Natal 2018 = 35.0% di bawah traffic normal Traffic Tahun Baru = 14.6% di atas traffic normal Traffic Weekend NARU = 16.0% di atas traffic normal (Sabtu)

No Dinas Layanan:

1500-910

POSKO LAYANAN:

Gedung Infomedia Tendean

Jl. Kapten Tendean No.39

Jakarta Selatan, DKI Jakarta 12790


Average weekend : Normal Day : 562 call Forecast NARU : 1,181 call

Pred. Traffic Maks.: Jum’at 02 Jan’19: 2,411 Call


27 Agent


247 Agent


02 Jan’19 sebanyak 35 Agent



Per. NARU 2,009 589 718 2,100 2,012 1,933 559 2,350 2,411

Traffic Normal 2,078 577 2,485 2,463 2,218 2,129 1,802 546 2,587 2,330 2,270

-

500

1,000

1,500

2,000

2,500

3,000

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

NAMA NO. HP (AKTIF)

DESEMBER 2018 JAN'19

21 22 23 24 25 26 27 28 29 30 31 1 2


Reza Erlangga 81122210

9 √ OFF OFF OFF OFF √ √ √ OFF OFF √ OFF √


612 √ √ √ √ √ √ √ √ √ √ √ √ √

Muhammad Ramlan

82260213935

√ √ √ √ √ √ √ √ √ √ √ √ √


087 √ √ √ √ √ √ √ √ √ √ √ √ √

Yanti Siti Toibah

82129178099

√ OFF OFF OFF OFF √ √ √ OFF OFF √ OFF √

RINI SYARLIANI

82249285502 √

OFF OFF √

OFF √ √ √

OFF OFF √ OFF √

ALYA BUDIANTINI

82249285502 B

L A L

L C+ C+ C

L A B L B

LASIAH SAFITRI

85697662694 A

A CT L

L C B

A A L L

L A

TEGUH YULIANTO

81295913954 L

L C+ C+ C+ L L C+

L C+ C+ A C

MOH NUR FAIQ

81325959501 C+

C+ L A

L A E+ E+

E+ L A

L L

BAGUS PRAYOGI

85775579243 E+

E+ E+ E+

E+ L A L

C+ L CT

C+ C+

RIKI HIKMAT HIDAYAT

81287141498 CT

L L B

A E+ L L

L E+ E+

E+ E+

ANCOL

Forecast NARU Traffic Natal 2018 = 75.0% di atas traffic normal Traffic Tahun Baru = 39.8% di atas traffic normal Traffic Weekend NARU = 100% di atas traffic normal

No Dinas Layanan:

021-29-222-222

POSKO LAYANAN:

TAMAN IMPIAN JAYA ANCOL

Jalan Lodan Timur No.7

Pademangan, Jakarta Utara DKI Jakarta

14430

Average weekdays : Normal Day : 467 call Forecast NARU : 755 call

Average weekend : Normal Day : 320 call Forecast NARU : 641 call

Pred. Traffic Maks.: Jum’at 28 Des’18 : 857 Call


9 Agent


118 Agent




NAMA NO. HP (AKTIF)

DESEMBER 2018 JAN’19

21 22 23 24 25 26 27 28 29 30 31 1 2




12 √ √ √ √ √ √ √ √ √ √ √ √ √

Muhammad Ramlan

82260213935

√ √ √ √ √ √ √ √ √ √ √ √ √


87 √ √ √ √ √ √ √ √ √ √ √ √ √


99 √ L L L L √ √ √ L L √ L √

Tito Ario 081266576

688 √ √ √ √ √ √ √ √ √ √ √ √ √

21 22 23 24 25 26 27 28 29 30 31 1 2


Per. NARU 604 743 729 827 836 789 816 857 753 720 754 647 556

Traffic Normal 432 355 244 423 397 427 375 406 369 311 570 524 647

- 100 200 300 400 500 600 700 800 900

21 22 23 24 25 26 27 28 29 30 31 1 2


TOTAL AGENT

Grapari Telkom Group Nasional

Dilihat dr periode Siaga tahun lalu, jumlah Visit mendekati hari H mengalami penurunan dibandingkan bulan sebelumnya (periode normal).

POSKO LAYANAN


Penanggungjawab: Ety Baita Rahmah 08111079703

Eko Yulianto 081220523811

11

60

71

3

0

10

71

0

12

98

12

15

11

25

58

3

0

11

58

0

11

41

12

10

14

83

10

32

0

11

14

0

15

32

14

81

14

69

77

7

0

12

03

0

15

12

15

76

Jumlah Visitor Forecast Vs Normal

Forecast

Normal Visit

PT. Infomedia Nusantara lt. 1 Jl. RS. Fatmawati 77-81

Jakarta

119 120

0

104

0

116 117 117 116

0

105

0

120 120

SDM Bertugas 21 22 23 24 25 26 27 28 29 30 31 1 2 3

Jm Sb Mg Sn Sl Rb Km Jm Sb Mg Sn Sl Rb Kmsarni Iskandar 8114871111 sarni iskandar91@gmai l .com V X V X V V V X V X V V

Maria Elo Balimula 82399463118 Merry.ubc@gmai l .com V X X V X X

GTG BSD Tri Nofrianto 811132800 nofriantotri@gmai l .com V V X V X V V V V X V X V V

Kartiwan H 8112323587 kartiwan.hapitriyatna@gmai l .comV V X V X V V V V X X V V

Bagja W 85104422012 wiratea.bagja@gmai l .com X X X V X

Kenneth 8111011116 kakennethzhang@gmai l .com V X V X V V V X V X V V

Dinda Y O 811181141 gtggmpjaksel@gmai l .com V X X V X X

GTG Dinoyo Surabaya Mahendra Peristiawan 8113286666 mahendraperis tiawan@gmai l .comV V X V X V V V V X V X V V

Henriques Pandia 811600028 hendriques_ws_pandia_x@telkomsel .co.idV V X V X V V V V X X V V

Medi Hafiz 811609050 medihafiz@gmai l .com X X X V X

GTG Sudirman Palembang Septa Dwima Muslih 8117119991 septa_d_musl ih1_x@telkomsel .co.idV V X V X V V V V X V X V V

GTG Pematang Siantar Clarisa Sartika Lubis 8111132123 clarisasartika lubis@gmai l .com V V X V X V V V V X V X V V

GTG Medan

GTG GMP The Telkom Hub

GTG Lembong Bandung

Layanan Nama Email

GTG Sorong

Kontak

Person

Jadwal Piket

Facility Support

SCHEDULE OF FACILITY SUPPORT

16 SITE WALK IN TELKOMSEL

23 SITE CONTACT CENTER

159 SECURITY 184 CLEANING SERVICE

59 SECURITY 22 CLEANING SERVICE

TOTAL : 218 SECURITY

206 CLEANING SERVICE

No Top 5 of Facility &

Infrastructure Vendor CP Vendor

SLA KEDATANGAN SLA TROBLESHOOTING

Jabodetabek Luar Jabodetabek

1 AC BLEUBOX PT. TRI COSTRACO INDO 081311133669 2 Jam 2 x 24 Jam Common Case :

2 hours Uncommon Case :

Depend on case

2 UPS PT. MANDIRI IDMICA BERSAUDARA 087876739020 2 Jam 2 x 24 Jam

3 GENSET PT.PRIMANUGRAHA TEKNIK 087872061767 2 Jam 2 x 24 Jam

4 AC ASIA TEHNIK SEJAHTERA (JABODETABEK) 0818769516 2 Jam -

5 LIFT PT.JAYA KENCANA 087872061767 2 Jam 2 x 24 Jam

COMMITMENT PARTNERS

COMMITMENT RENTAL BUILDING

MANAGEMENT

LETTER OF COMMITMENT FOR

SUPPORT ELECTRICITY INCLUDE GENSET

23 SITE CONTACT CENTER

1

2

3

No Site Tangki (Liter) Back Up (Liter) All Cover Jam

1 Fatmawati 1000 800 16 Jam

2 Mampang 300 1200 20 Jam

3 Gatsu 1200 2800 18 Jam

4 Buah Batu 91 700 300 14 Jam

GENSET PREPARATION ON OWN BUILDING

4

Remarks : • Dept. FAM will support on call when facility support

get a problem detected on site. • Security on site are the PIC for checking status of UPS,

GENSET & AC Bluebox periodically (besides IT Ops). • All Maintenance of Top 5 facility & Infrastructure on

June will finished before NARU 2018

Infomedia…!!! Pagi, Pagi, Pagi…!!! Posko NARU…!!! Siap, Siaga, Diamankan…!!! Posko NARU…!!! Siap Ceriakan Hari-harimu…!!!

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