Jakarta, 10 April 2018 - PT Bank Central Asia Tbk (BCA) has once again received recognition for its commitment to develop banking solution products and services that meet the needs of diverse customers in the rapidly increasing information technology era. This time, BCA and its subsidiaries received 13 awards at the Contact Center Service Excellence Award (CCSEA) 2018.
The award, which is collaboration between Carre – Center for Customer Satisfication and Loyality (Carre – CCSL) and Service Excellence Magazine, was submitted to Executive Vice President of BCA Center of Digital Wani Sabu, along with the management of BCA and subsidiaries at Hotel Mulia, Jakarta, Tuesday (10/4). BCA and its subsidiaries snatched a total of 13 awards, namely Call Center Priority Banking, Call Center Regular Banking, Call Center Platinum Credit Card, Call Center KPR, Call Center Personal Loan, Call Center EDC, Call Center Life & Health Insurance, Email Center Banking Finance Insurance, Twitter Banking Finance Insurance, Facebook Banking Finance Insurance, Call Center Sharia Banking, Call Center Regular Credit Card, and Call Center Automotive Financing.
“On behalf of BCA, I am grateful for the appreciation given to BCA services through the awards we receive today. With deepest gratitude, we receive these awards as an acknowledgement of our hard work and commitment to always provide the best service to our loyal customers,” said Wani.
The Contact Center Service Excellence Award (CCSEA) 2018 is based on the research of customer satisfaction and loyalty on the performance of contact centers in Indonesia from July – December 2017 using three important indicators: Access, System & Procedure, and People. Furthermore, the results of the research and assessments will generate a Contact Center Service Excellence Index(CCSEI), which will be used to measure contact center performance in building, improving, and maintaining service performance to consumers.
“The award is a form of appreciation as well as motivation for us to continuously improve the quality of customer engagement service to all loyal customers of BCA. It is an honor for us because the efforts and hard work of BCA’s family in providing quality contact center and customer engagement to meet customers’ needs has resulted in customer satisfaction and loyalty to keep entrusting BCA as the leading bank of choice,” added Wani.
During 2017, Halo BCA through the its 24-hour contact service 1500888 received more than 14.5 million calls, of which 10.47% calls were customer complaints and 44.86% calls were related to customer needs of information of products and services. Out of 92,449 customer complaints handled, a total of 98.92% have been resolved in accordance with the service level. Through email halobca@bca.co.id, Halo BCA had also received more than 368 thousand e-mails from customers including the need of information of its products and services as well as feedback related to the BCA services. At the end of December 2017, the official Twitter account of @HaloBCA had about 162 thousand followers and received a total of 227 thousand mentions throughout 2017.
BCA Nabbed Awards – Executive Vice President of BCA’s Center of Digital Wani Sabu (right) received an award submitted by CEO Carre – Center for Customer Satisfication and Loyality (Carre – CCSL) Yuliana Agung (left) at the Contact Center Service Excellence Award (CCSEA) 2018 at Hotel Mulia, Jakarta, Tuesday (10/04).BCA and its subsidiaries snatched a total of 13 awards which reflect the consistency of BCA to continuously improve the quality of its contact centers and customer engagement services in responding the the customer needs.
The 13 awards by BCA at the Contact Center Service Excellence Award (CCSEA) 2018 were Call Center Priority Banking, Call Center Regular Banking, Call Center Platinum Credit Card, Call Center KPR, Call Center Personal Loan, Call Center EDC, Call Center Life & Health Insurance, Email Center Banking Finance Insurance, Twitter Banking Finance Insurance, Facebook Banking Finance Insurance, Call Center Sharia Banking, Call Center Regular Credit Card, and Call Center Automotive Financing.
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About PT Bank Central Asia Tbk (as of 31th December 2017)
For more information, please contact:
PT BANK CENTRAL ASIA
Corporate Divisi Secretary – Corporate Communication Sub-division
Public Relations Office
Address : Jl. MH Thamrin No.1
Menara BCA Grand Indonesia Lt. 22
Jakarta Pusat
Phone : (021) 2358-8000
Fax : (021) 2358-8300
E-mail : humas@bca.co.id
