Annual Book CBRC 2013
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This document provides an overview of the Customer Broadband Research Center (CBRC) launched by Telkomsel. Some key points: 1. The CBRC was launched by the President Directors of Telkomsel and Telkom Indonesia to redefine mobile broadband and digital lifestyles. 2. It focuses on placing people and centralized processes with the principle of "more than devices" to build customer experience. 3. The CBRC trains broadband ambassadors and provides certification programs, workshops, guides and clinics to improve customer and employee knowledge of mobile broadband.
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Annual Book CBRC 2013
- 1. TELKOMSEL by CUSTOMER BROADBAND RESEARCH CENTER FROM INSPIRATION TO innovation
- 4. WELCOME TO CUSTOMER BROADBAND RESARCH CENTER “ Masuki era baru dunia Broadband dan gaya hidup digital bersama CBRC “
- 6. LAUNCHINGCBRC Launching CBRC oleh : Direktur Utama PT Telkom Indonesia Bapak Arief Yahya , Bapak Alex J Sinaga Direktur Utama PT Telkomsel 5
- 7. LAUNCHINGCBRC Penjelasan mengenai ruang CBRC Photo bersama Broadband Ambassador 6
- 8. LAUNCHINGCBRC Penyerahan Buku Broadband Menginspirasi oleh Bapak Bambang Supriogo , Head of Customer Care Management Group kepada Direktur Utama PT Telkom Indonesia Bapak Arief Yahya , Bapak Alex J Sinaga Direktur Utama PT Telkomsel dan Bapak Mas’ud Khamid Direktur Sales PT Telkomsel. 7
- 10. BROADBANDAMBASSADOR THE BROADBAND AMBASSADOR Diawali dengan dibuatnya workshop dari 16 orang Broadband Ambassador dari Internal Telkomsel seluruh Indonesia, yang menggagas hadirnya standar silabus dan membuat buku Broadband Menginspirasi 9
- 11. BROADBANDAMBASSADOR Buku Broadband Menginspirasi salah satu Karya Broadband Ambassador Workshop Broadband Ambassador Salah satu kegiatan Workshop Broadband Ambassador 10
- 12. GOAL Knowledge Bridging among Customer Service and Manufactures. Continues Knowledge Broadband Improvement for Employee and Customer Service Develop digital lifestyle mindset and culture for employee Develop Mobile broadband syllabus for Customer Service Develop Standard knowledge of customer service in Mobile Broadband. 11
- 13. PROGRAMCBRC Mobile Broadband Certification for internal and external user Training and Workshop for Broadband Ambassador Customer Service Develop Mobile Broadband Guide for Customer and Customer Service Broadband Coaching Clinics in many broadband city B Customer Broadband Research Center Laboratory 12
- 14. THEBOOKVIDEO PROGRAMCBRC TROUBLESHOOT W? ’S NE WHAT TIPS HO W TO TR ICK ? BUKU BROADBAND MENGINSPIRASI 13
- 15. KNOWLEDGEBRIDGINGDELIVERING BASIC INTERMEDIATE ADVANCE Broadband Broadband Broadband output as customer broadband awareness output as customer broadband consultant output as customer broadband ambassador 14
- 16. CLASSCLASIFICATION BASIC INTERMEDIATE ADVANCE Broadband Broadband Broadband New CSR, Customer and Non Customer Community and CSR CSR, TL, Ambassador and Community 15
- 17. CLASSCLASIFICATION BASIC 30% 70% classroom INTERMEDIATE 50% discussion ADVANCE workshop 50% workshop 100% workshop Prolog history OS, Basic Package, Basic Using Troubleshoot, Tips and Tricks Upgrade OS, Troubleshoot, Problem Solving 16
- 18. TRAININGMAP/AREA Total : 1031 peserta, dari seluruh Indonesia 17
- 19. TRAININGDIAGRAM/AREA Kalimantan Sumalirja, 97 peserta Ja m, 16 peserta Jateng, 19 peserta 3% 3% 15% 17% 7% Sumbagteng, 48 peserta 7% Sumbagsel, 48 peserta 36% Jabar, 112 peserta Jabotabek Inner, 230 Peserta 12% Jabotabek Outer, 80 peserta call center 19% induc on external 10% 8% grapari grapari mitra 63% 18
- 20. WHATTHEYSAYABOUTCBRC? Training fun, sangat memberi ilmu baru untuk mendukung pekerjaan sebagai csr keren, kreatif, kekompakan team, semoga nanti ada lagi Menyenangkan trainingnya, Kalo bisa sering2 diadakan training seperti ini.. Seru, interaktif, nambah pengetahuan 19