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INDONESIA CONTACT CENTER ASSOCIATION (ICCA)
Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan 12830
email : [email protected] phone : +62-21-8379-5599
www.icca.co.id
PROPOSAL
THE BEST CONTACT CENTER INDONESIA
2018
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
Objectives
INDIVIDUAL
INBOUND
Agent Contact Center.
Agent English.
Agent Social Media.
Agent Premium Services.
Back Office.
Agent Disability
SPECIALIST
Quality Assurance.
IT Support.
Desk Control
Trainer.
LEADER
Team Leader Inbound.
Supervisor Contact Center.
Manager Contact Center.
OUTBOUND
Telemarketing.
Telesales.
Team Leader Outbound.
WALK IN
Customer Service.
Team Leader Customer Service.
Manager Customer Service.
BEST OF THE BEST
Agent.
Back Office.
Quality Assurance.
Trainer.
Support.
Team Leader Inbound.
Supervisor.
Manager.
Customer Service.
Team Leader CS.
Outbound.
Team Leader Outbound.
CORPORATE
PROGRAM
The Best Contact Center Operations.
The Best Business Contribution.
The Best Social Media.
The Best Technology Innovation.
The Best Employee Engagement.
The Best People Development
TEAM WORK
The Best Quality Team.
The Best Business Process Team.
The Best Reporting Team.
The Best Scheduling Team.
The Best Smart Team.
The Best Telesales Team.
The Best Accurate Team.
The Best Reliable Team.
TALENT
The Best Video.
The Best Writing.
Participants Categories
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)
ASSA RENT CAR
ASTRA CREDIT COMPANIES
ASTRA HONDA MOTOR (AHM)
ASTRA INTERNATIONAL - ASTRAWORLD
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 DKI
BANK INDONESIA
BANK INTERNASIONAL INDONESIA
BANK MANDIRI
BANK NEGARA INDONESIA 1946
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
Participants From 2007 To 2017
Four Times6
Three Times26
Twice142
Once559
733
128
92
68
65
49
32
24
17
17
14
14
13
13
13
11
10
9
9
9
8
7
7
6
98
PT. BANK CENTRAL ASIA, TBK
PT. TELEKOMUNIKASI INDONESIA, TBK
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
PT. TELEKOMUNIKASI SELULAR
BANK INDONESIA
PT. PLN (PERSERO)
PT. ANGKASA PURA II
PT. BANK RAKYAT INDONESIA (PERSERO), TBK
PT. BNI LIFE INSURANCE
PT. BIROTIKA SEMESTA / DHL EXPRESS
COCA COLA AMATIL INDONESIA
PT. BANK CIMB NIAGA, TBK
PT. INDOSAT MEGA MEDIA (IM2)
PT. PERTAMINA (PERSERO)
PT. BANK INTERNASIONAL INDONESIA, TBK
PT. GARUDA INDONESIA (PERSERO), TBK
PT. PERUSAHAAN GAS NEGARA (PERSERO), TBK
PT. INFOMEDIA NUSANTARA
LAINNYASource : Indonesia Contact Center Association
WINNERS
Number of Individual Winners
The Best Contact Center Indonesia
2007-2017
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
BUSPRO TEAM 9
QUALITY TEAM 12 17
RELIABILE TEAM / TEAMWORK 13 15
REPORT TEAM 10 12
SCHEDULE TEAM 8 9
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
PROGRAM90
TEAMWORK105
TALENT52
16
26
3540
50
2013 2014 2015 2016 2017
Number of Companies of Corporate Categories
The Best Contact Center Indonesia 2013-2017
Participants of Corporate Categories
The Best Contact Center Indonesia 2017
Source : Indonesia Contact Center Association
CATEGORIES REGULAR BTB TOTAL
AGENT DISABILITY 8 8
AGENT ENGLISH 21 4 25
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
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
TOTAL 552
WITTEN TEST
PRESENTATION
WINNERS
142
478
552
Participants of Individual Categories
The Best Contact Center Indonesia 2017
25,7%
86,6%
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
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
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
TELESALES 17 18 18
TRAINER 28 21 18
TOTAL 548 551 552
58 76
169 192250
287 289
403
548 551 552
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017
19,6%15,4%
2016 2017
Best of The BestBest of The Best
Source : Indonesia Contact Center Association
Participants of Individual Categories
The Best Contact Center Indonesia 2007-2017
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
Registration Fee
INDONESIA CONTACT CENTER ASSOCIATION (ICCA)
Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan 12830
email : [email protected] phone : +62-21-8379-5599
www.icca.co.id