Leaders Talk CC-APAC: Contact Centre as a Service Implementation Strategy

Friday, February 18, 2022 – The ninth Leaders Talk CC-APAC hosted by ICCA discussed “Contact Center as a Service Implementation Strategy,” by inviting a professional speaker to the Asia Pacific contact center. This discussion was presented by Andi Anugrah, Chairman of ICCA Indonesia. The speaker is Kenneth Chong, Chairman of CCAS Singapore, Amazon Web Services ASEAN Partner Segment Lead.

With this nowadays transformation such as cloud platform, Kenneth said that he can set up a call center in 10 minutes, then we can get it done. He said that the point is when we get into our service utility model, the time that we spend on the getting staging of the data center, then your infrastructure is taken away from you. And he thinks the time to value as call center operators and all you focus on what’s most important, He said, “five to value for your customers, your access to technology that’s now on-demand. That you can experiment and try. Also, we can customize and add some within minutes here.”

Kenneth also explains how leaders can take advantage of the current situation with strategic action. He thinks from the leadership side of it, he sees some of the lead in some of the industry and call center operators. What they should be looking at from a success? The first one is we should be agile. That agility gives you the speed, your time to value, and time to market because that now becomes your accelerator.

The second is that he encourages everyone to be bolder. Don’t be constrained by what we have today because access to technology is now so easy and they are cloud-based services that are highly accessible. We should be bold and make our changes. It means that we can create a safe environment, allow people to raise ideas, and that will give us the innovation culture.

That innovation culture will help us to create meaningful things that are beneficial to our customers that I should replicable. The third one is being creative and adopting changes. We should think out of the box, don’t let our legacy bring us down our ideas. Think again of a way that you can get more creative and pre-emptive.

The last one you must be ready to be dynamic. We have to be able to react fast because we are in a world that is fully and highly dynamic. We realize is that technology is highly available nowadays. We can start looking at new technology or rather a new environment for us to pilot an experiment. (ANF)

Digitalization of Financial Services

by Andi Anugrah

December 15, 2021 – The increasing number of activities using video conferencing facilities has resulted in the need to interact using video banking. The account opening service has been facilitated with video banking, then there will be many banking interactions that can be done from anywhere. We look forward to his presence.

Traditionally for customers, engagement with banks has been inefficient. To get financial services, generally, it will require several administrations, long queues, and takes time. This inconvenience has been going on for years since the advent of banking. This has also caused banking penetration and banking activity to remain low, with many residents remaining unbanked to date.

Access to low banking services is a combination of strict regulations, limited banking licenses, and customers with minimal experience. On the other hand, the presence of various financial applications is a gap that is used for various financial needs.

However, the banking and financial industry with several strict regulations is now changing and is driven by virtual or digital banking licenses. By utilizing the sophistication of digital technology, internet networks, and mobile applications to facilitate the banking administration process. What is more important is access to a residence number that can be used to validate customer data, making it easier for banks to verify prospective customer data.

The integration of various financial applications makes it easier for customers to manage personal finances, even make transactions and investments. With the presence of an increasingly widespread digital platform, it requires digital support through a contact center. The presence of a contact center with various service media supports these financial services.

It feels like change is accelerating and we are competing to innovate in customer service. If you see the development of the financial business that utilizes the contact center, it is hoped that this will be a positive thing for contact center practitioners.

While drinking coffee or tea in the morning, read my #celotehpagi. We are waiting for what other innovations the digitalization of the financial industry will bring. Stay healthy and energetic in the morning. (AA)

Critical Thinking

By Andi Anugrah

One of the questions we ask during individual competitions is about operational cost-efficiency. In the moderator’s question, “As a best Contact Center Manager, if you are asked to make operational cost-efficiency. Choose the action you will take, is it reducing the number of agents or providing digital services? Explain 3 reasons for this choice?”

If you were in that position, which would be your priority? Is it reducing the number of agents or providing digital services? Try to explain without connecting the two or try to explain using supporting data. Try to explain by paying attention to the risks and the development process that must be done.

One needs to train oneself to deal with certain conditions and one’s experience is forged from the various conditions one has experienced. It could also be from the references he read or it could be from studying the cases of other companies. The learning process gives us a broader insight into the aspects that must be prioritized when we have to choose.

Choosing to reduce the number of agents, of course, there will be risks. Choosing to provide digital services also has its risks. Of course, with the experience you have as a contact center manager, you will have many ways to reduce risk. When we choose these conditions for operational cost efficiency, we will be faced with calculations and tolerances for possible achievements.

What if you choose to provide digital services, and the impact causes the number of your contact center services to increase. Of course, it causes the need for agents to increase and your operational costs to swell. “Oh, is that so?” It can happen, the cause is because of different customer service patterns. However, many digital services are self-service, there are mobile apps or chatbots. Well, here you have to choose the right steps for services that suit the needs of your customers.

What if you choose “reduce the number of agents”. Well, you certainly have a more precise explanation. “Please. Come on, who’s answering?”

Keep the spirit up to welcome the morning, stay healthy and happy. (AA)