Jakarta, 11 August 2017 – The provision of the best customer service is key to winning awards, PT Bank Central Asia Tbk (BCA) contact center team Halo BCA found out from its initial formation. This is proven by the various recognitions the team has achieved from both domestic and international stages – the newest one coming from The Best Contact Center Indonesia 2017, held at the Hotel Bidakara, Jakarta, Friday (11/08), where Halo BCA snagged 52 awards including the Grand Champion prize at the event.
Attending to receive the awards is Deputy President Director of BCA Armand W. Hartono, who revealed that Halo BCA’s focus on improving customer engagement is the key to BCA’s success in obtaining customers’ trust and loyalty. “On behalf of BCA, I am grateful that Halo BCA can compete well and proved by the winning of the Grand Champion prize. This award is a solid proof of BCA’s hard work to always provide quality contact center services to the people of Indonesia,” said Armand.
The Best Contact Center Indonesia 2017 is an awarding event initiated by the Indonesia Contact Center Association (ICCA), a professional contact center organization recognized both nationally and internationally. With this award, the contact center is expected to continue grow to be able to contribute to the progress of customer service, which impact on the progress of the Indonesian economy, social and culture. At the event, Halo BCA once again proved its quality services by winning a total of 52 medals, consisting of 19 platinum medals, 16 gold medals, 7 silver medals, and 10 bronze medals.
Head of Halo BCA Wani Sabu said that the Grand Champion will further motivate the team of Halo BCA to continuously improve its services in managing customer complaints and providing the best banking solutions for the customers. “As the front guard to receive customers’ suggestions and complaints, Halo BCA is constantly improving the quality of its contact center and customer engagement through training sessions and product knowledge update which related to various BCA’s banking solutions,” said Wani.
In 2016, Halo BCA, through its 24-hour contact center service 1500888, recorded 13 million incoming calls, of which 10.13% calls were customer complaints and 47.55% calls related to customers’ needs for product and service information. Of the 68.738 customer complaints handled by Halo BCA 1500888, a total of 99,42% can be completed in accordance to the service level. Through halobca@bca.co.id, Halo BCA also received more than 300 thousand emails from customers, including the needs of information of its products and services and feedback related to BCA’s services. As of December 2016, the official Twitter account @HaloBCA has about 128 thousand followersand gets 163 thousand mentions throughout 2016. With an average response of Twitter mentions of just 2 minutes, @HaloBCA Twitter account won the title of The Top Fastest Responding Brands on Twitter from SocialBaker.
Halo BCA Won The Grand Champion – Deputy President Director of PT Bank Central Asia Tbk Armand W. Hartono (center) accompanied by the Head of Halo BCA Wani Sabu (left) received the Grand Champion prize, handed over by the Chairman of the Indonesia Contact Center Association (ICCA) Andi Anugrah (right) at the The Best Contact Center Indonesia 2017, which was held at the Hotel Bidakara, Jakarta, Friday (11/08). Halo BCA once again proved its quality services by winning a total of 52 medals, consisting of 19 platinum medals, 16 gold medals, 7 silver medals, and 10 bronze medals.
***
About PT Bank Central Asia Tbk (as of 30 June 2017)
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 June 2017, BCA facilitated banking transactions for more than 16 million customers, through 1,222 branches, 17,193 ATMs, and over 440,000 EDC, supported by 24-hour 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
