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Sharing ICCA at APCCAL expo 2013

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Update about Indonesia Contact Center.

Update about Indonesia Contact Center.

Published in: Business
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  • 1. DEVELOPMENT OF OUR INDUSTRY ~ 우리 산업의 발전 Andi Anugrah
  • 2. WHAT DO YOU KNOW ABOUT INDONESIA 인도네시아에 대해 뭘 알고 있지
  • 3. BANDUNG SEMARANG MEDAN SURABAYA JAKARTA MAKASSAR 246,9 mio (2012) POPULATION (인구) LAND AREA : 1,904,569 km2GDP : USD 3,816
  • 4. ±120.000 KNOWLEDGEABLE WORKERS 지식 근로자
  • 5. smartphone owners 스마트 폰 소유자 mobile phone users 휴대 전화 사용자 Source : Roy Morgan Research, Jakarta Post (Jul 2013) 84% 24% internet users 인터넷 사용자 32%
  • 6. 2.2average agent per seat 좌석 당 평균 에이전트
  • 7. TYPE OF SERVICES INBOUND : CUSTOMER SERVICE, ACCOUNT MANAGEMENT, RESERVATION, ORDER PROCESSING, HELP DESK, COMPLAINT HANDLING. 인바운드 : 고객 서비스, 계정 관리, 예약, 주문 처리, 헬프 데스크, 불만 처리.
  • 8. TYPE OF SERVICES OUTBOUND : TELEMARKETING, SURVEY, RELATIONSHIP, TELESALES, COLLECTION. 아웃 바운드 : 텔레 마케팅, 설문 조사, 관계, 통신 판매, 수집
  • 9. KEY CHALLENGES ~ 주요 과제 COST OF SERVICES 서비스 비용
  • 10. HUMAN RESOURCES COSTS 인적 자원 비용 54%
  • 11. THE BEST CONTACT CENTER INDONESIA SUCCESS STORY 성공 스토리
  • 12. Best Contact Center and Role Model 최고의 컨택 센터 및 역할 모델 Presented By : Halo BCA
  • 13. INDONESIA Thank You 감사합니다

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