Contact Center Indonesia

A Company of Proven Expertise, Experience, Excellence

PT Satu Enam Delapan Solusi was set up in December 2009, the team at ‘168Solution’ consists of experts with at least 7 years proven successful professional experience in Contact Center for Inbound and Outbound, Voice, Email and alternate media Channels with Core expertise on Processes and Operations Management with local Contact Center Knowledge.

The team led by Grace Heny.  She was a professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from banking to telecommunication in Indonesia, our team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. Our company currently employed 20 personnel, all with highly qualified contact center experience.

We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

CCIC HR PROFESSIONAL

PERFORMANCE MANAGEMENT & BEST PRACTICE KPI

BASIC CONTACT CENTER PRINCIPLES (BCCP)

Globalization of the world economy had an impact on changes in people lifestyle and mindset, especially to the younger generation (Gen Y). Combined with the development of digital plafform of Contact Center channel will chang
Dunia Contact Center terus berkembang, baik dari sisi bisnis, teknologi dan pengetahuan. Bagi para pemangku kepentingan di Contact Center perlu memahami dan mengetahui perkembangan terkini dari KPI yang menjadi
Industri Center Center di Indonesia sekarang ini tidak dapat dipandang sebelah mata, banyak perusahaan dan instansi pemerintah semakin memerlukan layanan Contact Center sebagai sarana komunikasi langsung yang cukup efektif de

Our services include:

Consulting – Call Center Set-up and Process Improvement

  • Establishing Best-Practice Processes
  • Quality Monitoring and Escalation Processes
  • Capacity and Resources Planning – for Inbound and Outbound call centers
  • Refinement of Service Level Agreement
  • Project Management role for set up, migration or transforming phase
  • Forecasting Staffing Scheduling (FSS or known as WFM) coaching Program

Training - for Call Center professionals of all levels

  • Basic Contact Center Principles
  • Contact Center Planning and Management
  • Capacity Planning – Workforce Management; Forecasting, Staffing, Scheduling
  • Quality Monitoring and Coaching Program
  • Cross-selling and Up-selling for Inbound Call Center
  • Telemarketing for Outbound Call Center
  • Performance Management
  • Social Media for Service Excellence Contact Center

Contact Center Indonesia Certification - endorsed by ContactCenterWorld

  • CCIC International Best Practice – operational
  • CCIC Operation Manager
  • CCIC Supervisor
  • CCIC Work Force Management Professional
  • CCIC Trainer
  • CCIC Human Resources Professional
  • CCIC Quality Monitoring
  • CCIC Customer Relationship Management Champion  
  • CCIC Social Media Professional

Research

  • Customer Satisfaction Survey collaborated with ContactCenterWorld.com
  • Mystery Shopping
  • Employee Satisfaction collaborated with ContactCenterWorld.com

Training

Consulting

Certification

Public Training is in-depth training deliver by 168Solution as a specialized Contact Center Training and Consulting resources.
Contact Center exists because there is on going demand for services and interaction to meet those demands.
We provide international Certification in relation to providing superior service and has equipped Professional Contact Center Practitioners.

Testimonial 

Nathalya Wani Sabu Head of Bureau Halo BCA - Call Center Division of Bank Central Asia

 

I've known Grace as a truly intelligent, creative, and passionate call center and customer service professional.

She literally came to my rescue when I was first given the opportunity and challenge to manage a call center.

Her experience and her willingness to transfer her strategic knowledge and tactical experience really helped me in managing daily operations. She does not just gave high-level recommendations as most consultants would do, but she really coached the team through, leveraging on 15 years of her own operational experience.

With four Call Center Worldwide credentials and her Contact Center Indonesia banking knowledge, I am confident that 168Solution truly live up to their motto - Experience, Expertise, and Service Excellence through her personality and her team.

ABOUT US

PT Satu Enam Delapan Solusi was set up in December 2009, the team at ‘168Solution’ consists of experts with at least 7 years proven successful professional experience in Contact Center for Inbound and Outbound, Voice, Email and alternate media Channels with Core expertise on Processes and Operations Management with local Contact Center Knowledge.

INFORMASI

PT Satu Enam Delapan Solusi
Jl Sultan Iskandar Muda #7 – 2nd Fl Arteri Pondok Indah
South Jakarta 12240

Telpon
Telpon : (021) 7293311
Phone : 0838 98888 168
WA : 0838 98888 168
Fax : (021) 729 4528
Email : sales@168solution.com
Web : www.168solution.com

 
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