June 25, 2021 – Interactive discussion initiated by Contact Center Associations of Asia Pacific (CC-APAC), Leaders Talk: Role of Leader in Contact Center Change, which invited four professional speakers in the Asia Pacific contact center.
One of the speakers who is invited to this discussion is Riri Amalas Yulita. She is the Director Solution & Business Development of Infomedia Nusantara. The company is engaged in the BPO industry. Riri said that a pandemic is an opportunity to care more about contact center services. BPO is here to support the contact center operations and contribute by standing with the agent to face the changes.
Riri said that adaptation is important in this digital era. More than 70% of employees in her company are younger millennials then all leaders must adapt to them and try to understand their work. She also gives them a mission on how to grow in this situation. And every Wednesday, leaders also have an agenda to make them stay informed by sharing to update and distribute new information.
Riri states that Infomedia has a new normal work system because they think that work from home is not a big deal. Maybe in the future, they want to continue this WFH and WFO system. They will divide that which people who can work from home and who is not. Which technology will apply and so on. They also have to protect their team, because it is important to make sure their health condition.
In the contact center during this pandemic situation, she said that we need to create competent and adaptive because their industry has very dynamic. Then as a leader, they have to capability to empower their team. Then the other thing is utilizing the system and technology.
Riri also shared three tips for the leaders based on her experience. The first one is analytics skills. It is also important to have the analytical skill to know the real situation and provide a solution. The second tip is they also have to be consultative. We push our team to has that capability to make sure our client is confident that the transformation can be running well. And the last one is collaboration. She thinks that collaboration is very important, especially in this situation. With that collaboration, we can share, we can go hand in hand to solve the problems. (ANF)
