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THE BEST CONTACT CENTER INDONESIA 2020
PESERTA LOMBA 20191. AAI INDONESIA2. ASDP INDONESIA FERRY3. ASSARENT4. ASTRA HONDA MOTOR5. AXA FINANCIAL INDONESIA6. AXA SERVICES INDONESIA7. BANK CENTRAL ASIA8. BANK CIMB NIAGA9. BANK DBS INDONESIA10. BANK INDONESIA11. BANK NEGARA INDONESIA12. BANK OCBC NISP 13. BANK TABUNGAN NEGARA14. BFI FINANCE INDONESIA 15. BHINNEKA LIFE INDONESIA16. BLIBLICOM17. BNI LIFE INSURANCE 18. BPJS KETENAGAKERJAAN19. BPOM20. BUKALAPAK21. BUSSAN AUTO FINANCE (BAF)22. CHUBB GENERAL INSURANCE INDONESIA
23. COCA-COLA AMATIL INDONESIA24. DHL EXPRESS25. DITJEN BEA CUKAI - KEMENKEU26. DITJEN PERBENDAHARAAN - KEMENKEU27. ENSEVAL PUTERA MEGATRADING28. EXA MITRA SOLUSI29. KAI30. KALBE NUTRITIONALS31. KERETA COMMUTER INDONESIA32. KLIP DITJEN PAJAK - KEMENKEU33. LINKNET (FIRST MEDIA)34. MANDIRI AXA GENERAL INSURANCE35. MEDIKA PLAZA36. NESTLE INDONESIA37. OJK38. OVO39. PAM LYONNAISE JAYA40. PERTAMINA41. PGN42. PLN43. PRUDENTIAL LIFE ASSURANCE44. PUSINTEK - KEMENKEU
45. RPX46. SALE STOCK47. SINAR MAS LAND48. SOMPO INSURANCE INDONESIA49. SWAKARYA INSAN MANDIRI50. TIKI JNE51. TOKOPEDIA52. TOYOTA ASTRA FINANCIAL SERVICES
JADWAL PELAKSANAAN
Juni 2020 Juli 2020 Agustus 2020
M S S R K J S M S S R K J S M S S R K J S
1 2 3 4 5 6 1 2 3 4 1
7 8 9 10 11 12 13 5 6 7 8 9 10 11 2 3 4 5 6 7 8
14 15 16 17 18 19 20 12 13 14 15 16 17 18 9 10 11 12 13 14 15
21 22 23 24 25 26 27 19 20 21 22 23 24 25 16 17 18 19 20 21 22
28 29 30 26 27 28 29 30 31 23 24 25 26 27 28 29
KATEGORI INDIVIDUAL
PESERTA INDIVIDUAL 2007 - 2019
58 76169 192
250 287 289
403
548 551 552496
396
2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019
KATEGORI INDIVIDUAL
Best of The Best
RegularBelum Pernah Menang
Pernah Menang
Agent Digital
Agent English
Agent Premium
Agent Inbound
Agent Publik (Badan)
Agent Publik (Lembaga)
Back Office
Customer Service
Desk Collection
Telemarketing
Telesales
Desk Control
IT Support
Manager Contact Center
Quality Assurance
Supervisor
Team Leader Customer Service
Team Leader Digital
Team Leader Inbound
Team Leader Outbound
Trainer
PEMBATASAN PESERTA
PEMENANG 2 XBERTURUT-TURUT PEMENANG 3 X PEMENANG
PLATINUM
3X&20182019
PLATINUM
LOMBA INDIVIDUAL
Presentasi
Ujian Online
25 Juni 2020
13 - 16 Juli 2020
Peserta Tidak Dibatasi
Peserta Max. 3 Per Perusahaan
MATERI UJIAN INDIVIDUAL
Ujian Online
50 SOAL
Pengenalan Contact center
Tugas & Tanggung Jawab
Kompetensi
Service Quality / Cust Satisfaction
Teknologi Contact Center / Digital
Analisis Kasus
Analisis KPI Agent & Contact Center
MATERI PRESENTASI LEADERS
Presentasi
Profil Peserta Tugas & Tanggung Jawab Kompetensi Program Kerja
(Leader / Specialist)
Latar Belakang, Data Pendukung,
Kreativitas, HasilPengembangan Diri Pencapaian Kinerja
(min 4)Motivasi
Pengembangan
MATERI PRESENTASI STAFF
Presentasi
Profil Peserta Tugas & Tanggung Jawab Kompetensi Pengalaman
Pelayanan
Kebutuhan, Kreativitas,
Pengalaman Pelanggan
Pengembangan Diri Pencapaian Kinerja (min 4)
Motivasi Pengembangan
PENILAIAN PRESENTASI INDIVIDUAL
Presentasi
15 - 30 Menit
Penampilan 5%
Materi Presentasi 55%
Kemampuan Presentasi 20%
Jawaban Fish Bowl 20%
WAKTU PRESENTASI
Agent / Premium / English / Digital Media /
Back Office / Telemarketing /
Telesales / Collection / Customer Service
Team Leader Inbound / Outbound / Digital / Customer Service
Quality Assurance / Desk Control / It Support
/ SupervisorManager / Trainer
15 Menit 20 Menit 25 Menit 30 Menit
BTB Staff BTB Team Leader / Supervisor / Specialist BTB Trainer
PESERTA & JADWAL PEMBEKALAN INDIVIDUAL
KATEGORI
JUMLAH PESERTA JUNI 2020
Regular BTB Total 13 14 15 16 17 18 19 20 21
AGENT 0 BATCH 1
LIBUR
DIGITAL 0
BATCH 2CUST SERVICE 0
OUTBOUND 0
LEADER 0
BATCH 1 BATCH 2
SUPPORT 0
TOTAL 0 0 0
PESERTA & JADWAL UJIAN ONLINE INDIVIDUAL
KATEGORIJUMLAH PESERTA Kamis, 25 Juni 2019
KeteranganRegular BTB Total Jam Waktu Ujian
AGENT 08:00 - 10:00 60 menit
Ujian Online menggunakan jaringan wireless Lokal Area
Network (W-LAN) dan menggunakan notebook yang
disediakan panitia.
DIGITAL
10:00 - 12:00 60 menitCUST. SERVICE
OUTBOUND
LEADER13:00 - 16:00 120 menit
SUPPORT
TOTAL
KATEGORI LOMBA INDIVIDUALKATEGORI <= 30 > 30 - 75 > 75 - 100 > 100 BEST OF THE BEST
Agent DigitalAgent EnglishAgent InboundAgent PremiumAgent Publik (Badan)Agent Publik (Lembaga)Back OfficeCustomer ServiceDesk CollectionDesk ControlIT SupportManager Contact CenterQuality AssuranceSupervisorTeam Leader Customer ServiceTeam Leader DigitalTeam Leader InboundTeam Leader OutboundTelemarketingTelesalesTrainer
TOTAL
PEMENANG LOMBA
PEMENANG PESERTA => 12 PESERTA < 12
PLATINUM
GOLD
SILVER
BRONZE
KATEGORI KORPORAT TEAMWORK
KATEGORI 2018 2019
Reporting Team 13 11
Scheduling Team 10 12
Quality Team 17 15
Smart Team 17 17
Telesales Team 6 7
Business Proses Team 8 10
Writing Team 14 11
IT Support Team 8
Accuracy Team 17 18
Reliable Team 20 20
TOTAL 122 129
2635
4050 54 52
2014 2015 2016 2017 2018 2019
PesertaThe Best Contact Center Indonesia 2014-2019
LOMBA TEAMWORK
SMART SCHEDULING QUALITY ASSURANCE
RELIABLE BUSINESS PROCESS TELESALESACCURATE
REPORTING
IT SUPPORT
WRITING
LOMBA SCHEDULING
Melakukan Forecasting
Menghitung Kebutuhan Agent Membuat Shift KerjaMenghitung Service
Level & Occupancy
LOMBA REPORTING
Menghitung KPI Agent & Menetapkan Agent
Terbaik10 Besar
Menghitung KPI Contact Center(20 Parameter)
Menghitung Kepuasan Pelanggan &
Menghitung Quality Score
Hasil perhitungan di upload ke Sistem
LOMBA QUALITY
Mendengarkan 5 Rekaman
Membuat Skrip Pelayanan
Menjawab Pertanyaan Secara Online
Menghitung Quality Score Secara
Online
LOMBA BUSINESS PROCESS
Mendengarkan Rekaman atau
Membaca Instruksi
Membuat Alur IVR dan SOP Pelayanan
Mendapatkan Penilaian Dewan Juri
LOMBA TELESALES
Menetapkan Product & Menyusun Skrip
Mencatat Jumlah Penjualan
Berdasarkan Kesepakatan Nilai Jual atau Cicilan
Prospek adalah aktoryang dilengkapi skrippenolakan dan batas
atas transaksi.
Melakukan Outbound Call Telesales
LOMBA SMART TEAM
Model LombaRangking 1
Soal Contact Center & Customer Service
Sistem Gugur Soal DitampilkanPada Layar Monitor & Jawaban pada Papan
LOMBA WRITING
Mengumpulkan & Mengola Data Menulis Artikel Mempublikasi di
Website ICCAMendapatkan
Penilaian Dewan Juri.
LOMBA IT SUPPORT TEAM
Membuat Aplikasi Database
Menampilkan AplikasiUji Coba Fungsi Aplikasi
Mendapatkan Penilaian Dewan Juri
LOMBA ACCURATE
Pemenang ditentukanberdasarkan waktu
tercepat
Menyelesaikan 6 Set Permainan Ketepatan
dalam 2 Bagian Lomba
Babak Penyisihan diikuti oleh semua peserta
Babak Final diikuti oleh 6 peserta dengan nilaitertinggi dari Babak
Penyisihan
Ganda: Putra, Putri, Campuran
LOMBA RELIABLE
Pemenang ditentukan berdasarkan Poin
Terbanyak
Menyelesaikan 6 Set Permainan dalam 2
Menit per Permainan
Babak Penyisihan diikuti oleh semua peserta
Babak Final diikuti oleh 6 peserta dengan nilai tertinggi dari Babak
Penyisihan
Ganda: Putra, Putri, Campuran
JADWAL PEMBEKALAN & TRYOUT TEAMWORK
KATEGORI PESERTA JAM 29 JUN 30 JUN 1 JUL 2 JUL 3 JUL
Quality Team 08:00 - 12:00 X
Business Proses Team 13:00 - 17:00 X
Reporting Team 08:00 - 12:00 X
Scheduling Team 13:00 - 17:00 X
Smart Team 08:00 - 12:00 X
Telesales Team 13:00 - 17:00 X
Accuracy Team 08:00 - 12:00 X
Reliable Team 13:00 - 17:00 X
IT Support Team 08:00 - 12:00 X
Writing Team 13:00 - 17:00 X
JADWAL LOMBA TEAMWORK
KATEGORI PESERTA 19 JUL 21 JUL KETERANGAN
Quality Team 16 08:00 - 10:00 Notebook Panitia
Reporting Team 12 08:00 - 10:00 Notebook Panitia
Business Proses Team 12 11:00 - 13:00 Notebook Panitia
Scheduling Team 13 11:00 - 13:00 Notebook Panitia
Smart Team 17 14:00 - 16:00 Notebook Panitia
Telesales Team 8 14:00 - 16:00
IT Support Team 9 09:00 - 16:00 Notebook Sendiri
Writing Team 12 13:00 - 17:00 Notebook Sendiri
Accuracy Team 20 08:00 - 12:00
Reliable Team 24 13:00 - 17:00
Total 143
PEMENANG LOMBA TEAMWORK
KATEGORI PESERTA Pemenang Platinum Gold Silver Bronze
Quality Team 4 x 2
Reporting Team 4 x 2
Business Proses Team 4 x 2
Scheduling Team 4 x 2
Smart Team 4 x 2
Telesales Team 4 x 2
IT Support Team 4 x 2
Writing Team 4 x 2
Accuracy Team (Putra) 4 x 2
Accuracy Team (Putri) 4 x 2
Reliable Team (Putra) 4 x 2
Reliable Team (Putri) 4 x 2
Total 0 96
KATEGORI KORPORAT PROGRAM
KATEGORI 2018 2019
Operations 22 24
Business Contribution 20 16
Digital Media 10 12
Tech Innovation 16 16
Employee Engagement 12 11
People Development 9 11
Customer Experience 13
TOTAL 89 103
2635
4050 54 52
2014 2015 2016 2017 2018 2019
Perusahaan PesertaThe Best Contact Center Indonesia 2014-2019
KATEGORI KORPORAT PROGRAM
OPERATIONS BUSS CONTRIBUTION TECH INNOVATION
PEOPLE DEVELOPMENT
CUSTOMER EXPERIENCE
EMPLOYEE ENGAGEMENT
DIGITAL MEDIA
• Program• Campaign program to increase referral, revenue or
profit from contact center (Order Taking, Reservation, Telemarketing, Sales & Marketing)
• Creativities• Please describe the key elements to create a
successful program such as detail concept of this business contribution program, selection of products, target customers or prospect, relationship and channels.
BUSINESS CONTRIBUTION
BUSS CONTRIBUTION
• Program• Customer Satisfaction, Customer Relationship,
Customer Experiences and Customer Engagement
• Creativities• Please describe the key elements to create a
successful program such as detail concept of this customer experience program, target customers, customer journey, relationship and channels.
CUSTOMER EXPERIENCES
CUSTOMER EXPERIENCE
• Program• New Application, Technology Improvement and
utilization of technology
• Creativities• Please describe the key elements to create a
successful technology implementation such as detail concept of this new technology, new features, and benefits to users.
TECHNOLOGY INNOVATION
TECH INNOVATION
• Program• New Media, Mobile Apps, Chat, Social Media
Services or Digital Campaign
• Creativities• Please describe the key elements to create a
successful digital media implementation such as detail concept of this new digital media, selection of products, target customers, relationship and channels.
DIGITAL MEDIA
DIGITAL MEDIA
• Program• Award, Reward Program & Incentives, Engagement
(Participation)
• Creativities• Please describe the key elements to create a
successful program such as detail concept of this employee engagement program, participation to support corporate strategy, relationship to customer and community.
EMPLOYEE ENGAGEMENT
EMPLOYEE ENGAGEMENT
• Program• Training and People Development, Certification,
Career Path
• Creativities• Please describe the key elements to create a
successful program such as detail concept of this people development program, certification of contact center employee, career path to support corporate strategy.
PEOPLE DEVELOPMENT
PEOPLE DEVELOPMENT
• Program• Service improvement, quality management,
business process improvement, expansion capacity or type of services.
• Creativities• Please describe the detail concept of this service
improvement, service delivery innovation, quality improvement or additional coverage of benefits to customer.
• Please describe quality management methodology and compliance to maintain high quality of services.
• Please describe key initiatives to communicate contact center services both internal and external.
CONTACT CENTER OPERATIONS
OPERATIONS
LOMBA KORPORAT PROGRAM
Presentasi
Max. 2 Orang Presentasi
Max. 8 Orang Pendamping
Max. 30 Menit Presentasi
Max. 15 Menit Tanya Jawab
MATERI PRESENTASI PROGRAM
Presentasi
Background & Data Analysist CreativityObjective Key Activities
Key Resources Key Responsibilities
Key Performance
IndicatorsResult
PENILAIAN KORPORAT PROGRAM
NO. PARAMETER %
1 BACKGROUND 3%
2 DATA ANALYSIST 5%
3 OBJECTIVE 10%
4 CREATIVITIES 18%
5 KEY ACTIVITIES 10%
6 KEY RESPONSIBILITIES 10%
7 KEY RESOURCES 10%
8 KEY PERFORMANCE INDICATORS 18%
9 RESULT / ACHIEVEMENTS 15%
10 ADDITIONAL INFORMATION 3%
TOTAL 100%
KETENTUAN PEMENANG
PLATINUM GOLD SILVER BRONZE
80-8990-100 70-79 60-69
CONTOH JADWAL KORPORAT PROGRAM
TI DM CX BC EE PD
08:00 08:45
09:00 09:45
10:15 11:00
11:15 12:00
12:00 13:00 LUNCH
13:00 13:45
14:00 14:45
15:00 15:45
16:00 16:45
OPS
08:00 09:00
09:30 10:30
11:00 12:00
12:00 13:00 LUNCH
13:00 14:00
14:30 15:30
16:00 17:00
KATEGORI DEWAN JURI
CC Operations Chapman Lam (Hong Kong)
Fiona Keogh (Australia)
Business ContributionJoyce Poon
(China)Kenneth Chong
(Singapore) Dave Giblin (UK)
Customer Experiences
Employee EngagementJeannie Quek
(Malaysia)Siva Subramaniam
(Philippines)Sarun Vejsupaporn
(Thailand)People Development
Technology InnovationAgustin Du Prayat
(UK)Byron Fernandez
(Malaysia)Bill Yang (Taiwan)
Digital Media
CONTOH JURI LOMBA 2019
BIAYA KEPESERTAAN
No Kategori Biaya Peserta Keterangan
1 KORPORAT
A Best Program Rp 8,500,000 Termasuk 1 Tiket Gala Dinner
B Best Teamwork Rp 6,500,000 Termasuk 1 hari Tryout serta 1 Tiket Gala Dinner
2 INDIVIDU
A Test Tertulis Rp 1,750,000 Termasuk 2 hari Pelatihan, Tryout, Ujian Test tertulis
B Presentasi Rp 3,500,000 Termasuk 1 Tiket Gala Dinner
3 Tiket Gala Dinner Rp 1,500,000
BIAYA KEPESERTAAN
INDONESIA CONTACT CENTER ASSOCIATION (ICCA)Secretariat : Jl. Asem Baris Raya No. 8B Jakarta Selatan 12830
email : info@icca.co.id phone : +62-21-8379-5599www.icca.co.id
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