1. PT AA International Indonesia
THE BEST CONTACT CENTER INDONESIA 2014

2.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 
Raden GunawanRaden Gunawan
Assistant Manager Contact CenterAssistant Manager Contact Center
PT AA International Indonesia

3. JUNIOR
OFFICER
SENIOR
OFFICER
EXECUTIVE
SENIOR
EXECUTIVE
ASSISTANT
MANAGER
MANAGER
Promotion
from Supervisor
to Ass. Manager
Officer Contact
Center (Nov12-
May13)

6.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

7.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

8.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

9.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

10.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

11.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

12.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

13. KPI Oct’13 Nov’13 Des’13 Jan’14 Feb’14 Mar‘14
KPI (30%) Staff Discipline &
Tardiness (SDT)
30% 30% 30% 24.29 24.29 30%
KPI (40%) Process Settlement
Rate (PSR) - Call Metrics (CM)
40% 40% 40% 32.38 32.38 40%
KPI (30) Quality Service Index
(QSI) - Call Quality (CQ)
30% 30% 30% 24.29 24.29 30%
Staff Performance Index (SPI)
- 100%
100% 100% 100% 80.97% 80.97% 100%
 Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

14.  Kuala Lumpur  Bangkok  Jakarta  Seoul  Manila  Singapore  Hong Kong 

15. PT AA International Indonesia