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

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Update about Indonesia Contact Center.

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Transcript of "Sharing ICCA at APCCAL expo 2013"

  1. 1. DEVELOPMENT OF OUR INDUSTRY ~ 우리 산업의 발전 Andi Anugrah
  2. 2. WHAT DO YOU KNOW ABOUT INDONESIA 인도네시아에 대해 뭘 알고 있지
  3. 3. BANDUNG SEMARANG MEDAN SURABAYA JAKARTA MAKASSAR 246,9 mio (2012) POPULATION (인구) LAND AREA : 1,904,569 km2GDP : USD 3,816
  4. 4. ±120.000 KNOWLEDGEABLE WORKERS 지식 근로자
  5. 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. 6. 2.2average agent per seat 좌석 당 평균 에이전트
  7. 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. 8. TYPE OF SERVICES OUTBOUND : TELEMARKETING, SURVEY, RELATIONSHIP, TELESALES, COLLECTION. 아웃 바운드 : 텔레 마케팅, 설문 조사, 관계, 통신 판매, 수집
  9. 9. KEY CHALLENGES ~ 주요 과제 COST OF SERVICES 서비스 비용
  10. 10. HUMAN RESOURCES COSTS 인적 자원 비용 54%
  11. 11. THE BEST CONTACT CENTER INDONESIA SUCCESS STORY 성공 스토리
  12. 12. Best Contact Center and Role Model 최고의 컨택 센터 및 역할 모델 Presented By : Halo BCA
  13. 13. INDONESIA Thank You 감사합니다
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