THE BEST CONTACT CENTER INDONESIA 2019

THE BEST CONTACT CENTER INDONESIA 2007-2018

KATEGORI KORPORAT

TALENT25

TEAMWORK96

PROGRAM92

2013 2014 2015 2016 2017 2018

5450

4035

26

16

Source : Indonesia Contact Center Association

2018

KATEGORI INDIVIDUAL

2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018

496552551548

403

289287250

192169

7658

PESERTA INDIVIDUALKATEGORI 2015 2016 2017 2018

AGENT DISABILITY - - 8 8AGENT ENGLISH 23 32 25 21AGENT PREMIUM 20 29 17 14AGENT REGULER 95 101 76 88AGENT SOCIAL MEDIA 21 30 35 37BACK OFFICE 47 45 57 53CUSTOMER SERVICE 30 27 44 47DESK CONTROL / WFM 21 16 14 13IT SUPPORT 14 17 20 13MANAGER CONTACT CENTER 27 20 25 17MANAGER CUSTOMER SERVICE 9 11 8 10QUALITY ASSURANCE 40 31 35 31SUPERVISOR 40 33 30 36TEAM LEADER CUSTOMER SERVICE 17 16 30 17TEAM LEADER INBOUND 61 51 45 46TEAM LEADER OUTBOUND 22 24 25 10TELEMARKETING 16 29 22 15TELESALES 17 18 18 7TRAINER 28 21 18 13

TOTAL 548 551 552 496

PROSES SELEKSI

TAHAP 1 TAHAP 2 PEMENANG

160377496

The Best Contact Center Indonesia 2018

LAUNCHING : JANUARI 2019PENDAFTARAN : JAN - MEI 2019

Korporat Individual Teamwork

LOMBA

JUNI JULIMIN SEN SEL RAB KAM JUM SAB MIN SEN SEL RAB KAM JUM SAB

1 1 2 3 4 5 6

2 3 4 5 6 7 8 7 8 9 10 11 12 13

9 10 11 12 13 14 15 14 15 16 17 18 19 20

16 17 18 19 20 21 22 21 22 23 24 25 26 27

23 24 25 26 27 28 29 28 29 30 31

30 1-5 JUL : PEMBEKALAN INDIVIDUAL

20 JUN : TECHNICAL MEETING 11 JUL : LOMBA TEST TERTULIS

24-28 JUN : PEMBEKALAN INDIVIDUAL 22-26 JUL : TRYOUT TEAMWORK

29-31 JUL : LOMBA PRESENTASI

AGUSTUS SEPTEMBERMIN SEN SEL RAB KAM JUM SAB MIN SEN SEL RAB KAM JUM SAB

1 2 3 1 2 3 4 5 6 7

4 5 6 7 8 9 10 8 9 10 11 12 13 14

11 12 13 14 15 16 17 15 16 17 18 19 20 21

18 19 20 21 22 23 24 22 23 24 25 26 27 28

25 26 27 28 29 30 31 29 30

1-8 AGT : LOMBA PRESENTASI 4-7 SEP : LOMBA KORPORAT

19-21 AGT : LOMBA TEAMWORK 8 SEP : FUN WALK (CAR FREE DAY)

9-10 SEP : CONFEERENCE & GALA DINNER

JADWAL PELAKSANAAN

PENDAFTARAN

Aplikasi di Google Play Khusus Member ICCA

Website Data Sertifikat

Data Benefit Agenda Kegiatan

KATEGORI INDIVIDUAL

KATEGORI INDIVIDUAL

Best of The BestRegularBelum Pernah Menang Pernah Menang

KATEGORI L M S PUB BTB

Inbound (6)

Agent Inbound X X X X X

Agent English, Agent Premium, Back Office, Agent Digital X X X X

Agent Disability (*) X X X

Outbound (3) Telemarketing, Telesales, Desk Collection X X X X

Specialist (4) Quality Assurance, Trainer, IT Support, Desk Control X X X X

Leader (5) Team Leader Inbound, Team Leader Outbound, Team Leader Digital, Supervisor, Manager X X X X

Walk-In (2) Customer Service, TL Customer Service X X X X

KATEGORI INDIVIDUAL

LOMBA INDIVIDUAL

PresentasiUjian Online11 Juli 2019 29 Juli - 8 Agustus 2019

KATEGORIJUNI JULI

24 25 26 27 28 1 2 3 4 5

Agent Inbound, Agent Premium x x

Back Office, Agent Disability, Agent English x x

Agent Digital, TL Digital x x

Quality Assurance, Trainer, IT Support, Desk Control x x

Telemarketing, Telesales, Collection, TL Outbound x x

Customer Service, TL Customer Service x x

Team Leader Inbound, Supervisor, Manager x x

PEMBEKALAN LOMBA

PEMBATASAN PESERTA

PEMENANG 2 X PEMENANG 3 X PEMENANG PLATINUM

3X2017 &

2018

P

MAX PESERTA INDIVIDUAL

PresentasiUjian OnlineUnlimited Max. 3 Peserta

BOBOT NILAI INDIVIDUAL

PresentasiUjian Online

30% 70%

MATERI UJIAN INDIVIDUAL

Ujian Online

50 SOAL

Pengenalan Contact center

Tugas & Tanggung Jawab

Teknologi Contact Center / Digital

Service Quality / Cust Satisfaction

Kompetensi

Analisis Kasus

Analisis KPI Contact Center

MATERI PRESENTASI

Presentasi

Profil Peserta

Kreativitas

Program Kerja

Pengembangan Diri

Tantangan Pelayanan

Jenjang Karir

Prinsip Manajemen Tim

Pencapaian Kinerja (min 4)

Motivasi Pengembangan Pelayanan

PENILAIAN PRESENTASI INDIVIDUAL

Presentasi

15 - 30 Menit

Penampilan 5%

Materi Presentasi 50%

Kemampuan Presentasi 25%

Jawaban Fish Bowl 20%

WAKTU PRESENTASI

AGENT / PREMIUM / ENGLISH / SOCIAL

MEDIA / BACK OFFFICE / TELEMARKETING /

TELESALES / COLLECTION /

CUSTOMER SERVICE

TEAM LEADER INBOUND / OUTBOUND /

CUSTOMER SERVICE

QUALITY ASSURANCE / DESK CONTROL / IT

SUPPORT / SUPERVISORMANAGER / TRAINER

15 Menit 20 Menit 25 Menit 30 Menit

HADIAH PEMENANG

PLATINUM GOLD SILVER BRONZE

KATEGORI KORPORATPROGRAM

LOMBA KORPORAT PROGRAM

OPERATIONS BUSS CONTRIBUTION TECH INNOVATION

PEOPLE DEVELOPMENT CUSTOMER EXPERIENCEEMPLOYEE ENGAGEMENT

DIGITAL MEDIA

CORPORATE PROGRAM

OPERATIONS BUSS CONTRIBUTION TECH INNOVATION

PEOPLE DEVELOPMENT CUSTOMER EXPERIENCEEMPLOYEE ENGAGEMENT

DIGITAL MEDIA

LOMBA KORPORAT PROGRAM

Presentasi

Program Peningkatkan Produktivitas Dan Kualitas Pelayanan

Program Pemberdayaan Contact Center Untuk Meningkatkan Kontribusi

Program Pemberdayaan Contact Center Untuk Meningkatkan Customer Experience

Customer Experience

Business Contribution

Operations

LOMBA KORPORAT PROGRAM

Presentasi

Program Pengembangan Teknologi Untuk Meningkatkan Kinerja & Pelayanan

Program Penggunaan Social Media & Digital Media Untuk Pelayanan

Digital Media

Technology Innovation

LOMBA KORPORAT PROGRAM

Presentasi

Program Pelatihan Dan Pengembangan Kompetensi Tenaga Kerja

Program Pemberdayaan Tenaga Kerja Untuk Meningkatkan Retensi

Employee Engagement

People Development

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

Key Activities

Key Responsibilities

Objective

Creativity

Key Resources

Result

Key Performance Indicators

KETENTUAN PEMENANG

PLATINUM GOLD SILVER BRONZE

80-8990-100 70-79 60-69

PEMENANG TOP 10

TOP 10

10

Korporat TeamworkKorporat Program

Individual

PLATINUM

GOLD

SILVER

BRONZE

KATEGORI KORPORAT TEAMWORK

LOMBA TEAMWORK

SMART SCHEDULING QUALITY ASSURANCE

RELIABLE BUSINESS PROCESS TELESALESACCURATE

REPORTING

IT SUPPORT

WRITING

LOMBA SCHEDULING

Melakukan Forecasting

Menghitung Kebutuhan Agent

Membuat Shift Kerja

Menghitung Service Level & OccupancySCHEDULING

REPORTING

LOMBA REPORTING

Menghitung KPI Agent

Menetapkan Agent Terbaik

Menghitung KPI Contact Center

Menghitung Quality Score

Menghitung Kepuasan Pelanggan

LOMBA QUALITY

Mendengarkan Rekaman

Membuat Skrip Pelayanan

Menjawab Pertanyaan

Menghitung Quality ScoreQUALITY ASSURANCE

LOMBA BUSINESS PROCESS

Mendengarkan Rekaman

Membuat Alur PelayananBUSINESS PROCESS

LOMBA TELESALES

Menetapkan Product

Mencatat Jumlah PenjualanTELESALES

Menyusun Skrip

Melakukan Outbound Call Telesales

LOMBA SMART

Menjawab Pertanyaan

SMART

LOMBA WRITING

Mengumpulkan Data

Menulis Artikel

Mempublikasi di Website ICCA

Mendapatkan Engagement Social Media

Mendapatkan Penilaian Dewan Juri

WRITING

LOMBA IT SUPPORT

Membuat Aplikasi Database

Menampilkan Aplikasi

Uji Coba Fungsi Aplikasi

Mendapatkan Penilaian Dewan Juri

IT SUPPORT

LOMBA ACCURATE

SEPARATION ANXIETY

FLOATACIOUS THE NUT STACKER

BABY RATTLE

LOLLIPOP-NERVES OF STEEL

ACCURATE

LOMBA RELIABLE

READY SPAGHETTI GLASS ROAD TRUCKER

DROP ZONE GET A GOAL

RELIABLE

KATEGORIJULI

22 23 24 25 26

Teamwork : Reporting / Scheduling X

Teamwork : Quality Assurance / Business Process X

Teamwork : Accurate / Reliable X

Teamwork : Smart / Telesales X

Teamwork : Writing / IT Support X

PEMBEKALAN LOMBA TEAMWORK

HADIAH PEMENANG

PLATINUM GOLD SILVER BRONZE

DEWAN JURI

NO. KATEGORI DEWAN JURI

1 Korporat : Program Juri Internasional : China, Hongkong, Taiwan, Thailand, Malaysia, Singapore Dan Australia.

2 Individual : Semua Kategori Kecuali Manager

Juri Vote-Lock : Akademisi, Wakil Perusahaan, Anggota Dan Pengurus ICCA.

3 Individual : Manager Juri Internasional : China, Hongkong, Taiwan, Thailand, Malaysia, Singapore Dan Australia.

4 Korporat : Teamwork Panitia Dan Pengurus ICCA.

5 Korporat : Teamwork IT & Writing Akademisi Dan Praktisi.

DEWAN JURI

BIAYA PESERTA

No Kategori Biaya Peserta Keterangan

1 KORPORAT

A Best Program Rp 8.500.000 Termasuk 1 Tiket Gala Dinner dan 1 Tiket Conference

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 2 days Conference Rp 2.000.000

Tiket Gala Dinner Rp 1.500.000

BIAYA LOMBA

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