Jakarta, March 14, 2023 - PT Bank Central Asia Tbk (BCA) efforts in consistently providing excellent services have paid off once again. According to a survey conducted by Gallup International, a global management consulting firm based in the United States, BCA's Customer Engagement in 2022 has reached a Customer Engagement Score above the global average or the 90th percentile which led BCA to win the Customer Engagement Gallup Global award for the second time. Previous similar award was received by BCA in 2021.
According to Gallup, BCA was deemed successful in gaining customer trust through excellent services provided both in branch offices and digital banking, offering convenience for transactions and 24-hour availability. To make it easier for customers to access the Halo BCA contact center, customers can download the Halo BCA application which allows them to make toll-free calls, even when they are overseas or in remote areas. In the application, customers can communicate via chat with Halo BCA customer service through WhatsApp Bank BCA, web chat, email, and the company's official Twitter account.
In addition to transaction convenience, BCA is also considered to have reliable human resources, which are constantly improved through various effective development programs. All of these transactional conveniences and comforts result in a high Customer Engagement Score.
President Director BCA, Jahja Setiaatmadja, said, "We are honored to have won the Gallup Global Customer Engagement award for the second time. BCA is always committed to providing excellent quality services to all customers, prioritizing service excellence and customer engagement. Of course, this award motivates us to continue maintaining the best quality of products and services for customers, with various digital banking innovations that are in line with the current needs of customers."
The Gallup Customer Engagement Survey is an annual survey that assesses the performance of companies worldwide. The survey results are a prestigious award that recognizes companies that have successfully developed emotional connections with customers. BCA is the first and only company in Indonesia to have achieved the Gallup Global Customer Engagement Award. Previously, BCA had also won the prestigious Gallup Great Workplace Award in 2015, 2017, and 2019.
Gallup CEO Jon Clifton said that BCA's achievement is remarkable. "Currently, in the United States, there is a decline in customer engagement. Meanwhile, we see that not many companies worldwide can achieve the 80th percentile for employee engagement because many of them are not actively engaged or not engaged at all in providing a good employee engagement experience. However, there is no crisis like this at BCA."
Clifton also added that BCA's success could be achieved due to the support of BCA's leaders who are always customer-centric and care about their employees. "Previously, BCA has received the Gallup Great Workplace Award several times, and I believe they will receive it again. Therefore, we know why BCA's customer engagement could achieve the 90th percentile."
Keterangan Foto 1:
International Gallup Survey: BCA's Customer Engagement Score Above the Global Average - President Director of PT Bank Central Asia Tbk (BCA), Jahja Setiaatmadja, was serving customers in celebration of National Customer Day on September 4, 2022, at one of BCA's branch offices. BCA is committed to providing excellent service quality to its customers, always prioritizing service excellence and customer engagement. According to a survey conducted by Gallup International, a global performance management consultancy based in the United States, BCA's Customer Engagement score throughout 2022 was above the global average. This achievement earned BCA the Gallup Global Customer Engagement award for the second time.
Keterangan Foto 2:
BCA's Customer Engagement Score Above Average - BCA has received appreciation from Gallup International for the second time. BCA's commitment to providing excellent service quality to customers by always prioritizing service excellence and customer engagement is acknowledged. According to a survey conducted by Gallup International, a global performance management consultancy based in the United States, BCA's Customer Engagement score throughout 2022 was above the global average. This achievement earned BCA the Gallup Global Customer Engagement award for the second time. Every day, BCA serves nearly 35 million customer accounts and processes around 66 million transactions, supported by 1,247 branch offices, 18,268 ATMs, as well as internet & mobile banking services and the 24-hour Halo BCA contact center.
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Tentang PT Bank Central Asia Tbk (per 31 Desember 2022)
BCA merupakan salah satu bank terkemuka di Indonesia yang fokus pada bisnis perbankan transaksi serta menyediakan fasilitas kredit dan solusi keuangan bagi segmen korporasi, komersial, UKM, dan konsumer. Pada akhir Desember 2022, BCA melayani hampir 35 juta rekening nasabah dan memproses sekitar 66 juta transaksi setiap harinya, didukung oleh 1.247 kantor cabang, 18.268 ATM, serta layanan internet & mobile banking dan contact center Halo BCA yang dapat diakses 24 jam. Kehadiran BCA didukung oleh sejumlah entitas anak yang berfokus pada pembiayaan kendaraan, perbankan Syariah, sekuritas, asuransi umum dan jiwa, perbankan digital, pengiriman uang, dan pemodal ventura. BCA berkomitmen untuk membangun relasi jangka panjang dengan nasabah, mengutamakan kepentingan bersama, dan menciptakan dampak positif pada masyarakat luas. Dengan sekitar 25.000 karyawan, visi BCA adalah untuk menjadi bank pilihan utama andalan masyarakat yang berperan sebagai pilar penting perekonomian Indonesia.
PT BANK CENTRAL ASIA TBK
Group Corporate Communication and Social Responsibility - CSR
Corporate Communication
Alamat : Jl. MH Thamrin No. 1
Menara BCA Lt. 22
Jakarta Pusat 10310
Telepon : (021) 2358-8000
Fax : (021) 2358-8339
E-mail : corcom_bca@bca.co.id
