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