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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 : [email protected] phone : +62-21-8379-5599www.icca.co.id