In a bid to explore and learn from the best in the industry, the Contact Center Association of Singapore (CCAS) organized a site visit to Jakarta on the 4th and 5th of March 2024, in collaboration with the Indonesia Contact Center Association (ICCA). This initiative aimed to provide insights into the exemplary practices of Indonesian contact centers, particularly those recognized as winners at prestigious awards such as The Best Contact Center Indonesia (TBCCI) 2023 and the Contact Center Asia Pacific (CC APAC) Awards 2023 held in Malaysia.
The delegation comprised 14 delegates from various industries, eager to gain firsthand knowledge from prominent companies in Indonesia Contact Center Industry. The itinerary featured visits to four prominent companies: PT PLN (Persero), Kantor Layanan Informasi dan Pengaduan Direktorat Jenderal Pajak (KLIP DJP), Tiket.com, and Kereta Api Indonesia (KAI).
PT PLN (Persero), the national electricity company, was recognized as the 1st runner-up at TBCCI 2023 and clinched the Gold Winner title in the Contact Center Operations Category at the CC APAC Awards 2023. Delegates had the opportunity to witness firsthand the operational excellence that contributed to PLN’s outstanding achievement.
KLIP DJP, the information and complaints service for the Directorate General of Taxes, emerged as the 2nd runner-up at TBCCI 2023 and secured the Silver Winner title in the Digital Media Category at the CC APAC Awards 2023. Delegates gained insights into KLIP DJP’s innovative digital strategies during their visit.
Tiket.com, a leading online travel and entertainment booking platform, stood out as the 6th runner-up at TBCCI 2023 and claimed the Gold Winner title in the Contact Center Operations Category at the CC APAC Awards 2023. The visit to Tiket.com provided delegates with valuable insights into customer service excellence in the digital realm.
Kereta Api Indonesia (KAI), the national railway company, was recognized as the 4th runner-up at TBCCI 2023 and achieved the prestigious Platinum Winner title in the Business Contribution Category at the CC APAC Awards 2023. Delegates had the opportunity to learn about KAI’s innovative approach to enhancing customer experience and its significant business contributions.
The site visit served as a platform for knowledge exchange and networking among industry peers, showcasing the best practices and success stories of top contact centers in Indonesia. By leveraging the insights gained from this visit, participants aim to drive continuous improvement and excellence in their own respective organizations, ultimately raising the bar for the contact center industry as a whole. (AA)