Jakarta, 12 April 2017 - PT Bank Central Asia Tbk (BCA), in its 60 years of service, takes pride in another achievement recognizing its successful strategy in providing excellent customer service. This time, BCA and its subsidiaries won 11 awards at the Contact Center Service Excellence Award (CCSEA) 2017.
The award, which is a collaboration between Carre - Center for Customer Satisfaction and Loyalty (Carre - CCSL) and Service Excellence Magazine, was submitted to Executive Vice President of Domestic Payment Services BCA Sunandar Suryajaya, Senior Vice President of Halo BCA Wani Sabu, as well as management of BCA and subsidiaries at Mulia Hotel, Jakarta, Wednesday (12/04). BCA and its subsidiaries snatched a total of 11 awards, namely the Touch Points Customer Engagement Award for the Bank Central Asia for the category of ATM Contact Point and KlikBCA for the category of Internet Banking Contact Point. Furthermore, an Exceptional Title for Contact Center Service Excellence Award for Call Center Regular Banking, Sharia Banking (Bank Syariah), Regular Credit Card, Platinum Credit Card, Automotive Financing (BCA Finance) and Banking-Finance-Insurance Customer Service Emails. Then, Excellent Title for Banking-Finance-Insurance Twitter Service Excellence and Good Title for Internet Banking Service Excellence and Banking-Finance-Insurance Facebook Service Excellence.
“The award is a form of appreciation as well as motivation for Halo BCA to continuously improve the quality of customer engagement service to all loyal customers of BCA. This award is also a recognition of BCA efforts to provide excellent contact center services to the Indonesian public. We recognized the importance of enjoyable experience as a catalyst to build customer trust and loyalty to keep returning to BCA,” Wani said.
The Contact Center Service Excellence Award (CCSEA) 2017 is based on the research of customer satisfaction and loyalty on the performance of contact centers in Indonesia from July to December 2016 using three important indicators: Access, System & Procedure, and People. Furthermore, the results of research and assessment 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.
“We are proud that our efforts and hard work to provide high quality contact center and customer engagement services in responding to the needs of customers has yet again succeeded in boosting customer satisfaction and loyalty to always entrust BCA to be the bank of choice,” added Wani.
During 2016, Halo BCA through its 24-hour contact center service 1500888 received 13 million phone calls, of which 10.13% of calls were customer complaints and 47.55% calls related to customer needs of information of products and services. Out of 68,738 customer complaints handled, a total of 99.42% have been resolved in accordance with the service level. Through email halobca@bca.co.id, Halo BCA had also received more than 300 thousand emails from customers including the need of information of its products or services as well as feedback related to the BCA services. At the end of December 2016, official Twitter account @HaloBCA had about 128 thousand followers and received a total of 163 thousand mentions throughout 2016.
“We will continue to improve the quality of Halo BCA services as one of the top front line services of BCA,” Wani concluded.
BCA Nabbed Awards - Executive Vice President of Domestic Payment Services PT Bank Central Asia Tbk (BCA) Sunandar Suryajaya (second left) and Senior Vice President of Halo BCA Wani Sabu (left) talked and smiled proudly upon receiving awards at the Contact Center Service Excellence Award (CCSEA) 2017 at Mulia Hotel, Jakarta, Wednesday (4/12). BCA and its subsidiaries nabbed a total of 11 awards which reflect the consistency of Halo BCA to continuously improve the quality of its contact centers and customer engagement services in responding to the customers needs.
Senior Vice President of Halo BCA Wani Sabu (right) received an award handed by CEO of Carre - Center for Customer Satisfaction and Loyalty (Carre - CCSL) Yuliana Agung (left) at the Contact Center Service Excellence Award (CCSEA) 2017 at Mulia Hotel, Jakarta, Wednesday (4/12). During 2016, through its 24-hour contact center service 1500888, Halo BCA received 13 million calls, of which 10.13% of the calls were customer complaints and 47.55% calls related to customer needs of information of BCA products and services. Out of 68,738 customer complaints handled, a total of 99.42% have been resolved in accordance with the service level.
The 11 awards nabbed by BCA at the Contact Center Service Excellence Award (CCSEA) 2017 are Touch Points Customer Engagement Award for the Bank Central Asia under the category of ATM Contact Point and KlikBCA under the category of Internet Banking Contact Point. Furthermore, an Exceptional Contact Center Service Excellence Award for Call Center Regular Banking, Sharia Banking (Bank Syariah), Regular Credit Card, Platinum Credit Card, Automotive Financing (BCA Finance) and Emails of Customer Service Banking-Finance-Insurance. Then, Excellent Title for Twitter Service Excellence Banking-Finance-Insurance and Good Title for Internet Banking Service Excellence and Facebook Service Excellence Banking-Finance-Insurance.
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About PT Bank Central Asia Tbk (as of 31 December 2016)
PT Bank Central Asia Tbk (BCA) is one of the leading private banks in Indonesia focusing on business banking transactions, credit loan facilities, and financial solutions for the corporate, commercial and SME, as well as individual customers. At the end of December 2016, BCA facilitated banking transactions for more than 15 million customers, through 1,211 branches, 17,207 ATMs, and more than 400,000 EDC, supported by 24-internet and mobile banking.
For more information, please contact :
PT BANK CENTRAL ASIA TBK
Corporate Secretariat Division – Corporate Communication Sub Division
Public Relations Bureau
Address : Jl. MH Thamrin No. 1
Menara BCA Grand Indonesia 20th Floor
Jakarta Pusat
Phone : (021) 2358-8000
Fax : (021) 2358-8300
E-mail : humas@bca.co.id
