2. THE BEST CONTACT CENTER INDONESIA 2016 INSTRUCTION This template should be used for all program categories. Template can be modified, subject to your company template or regulation. Please do not change the sequence of content to avoid misunderstanding of evaluators. All information and data that presented have to be in period of Jan to Dec 2015 or Jul 2015 to Jun 2016. Estimated time to present, include Question and Answer is 45 minutes per categories.

3. BUSINESS CONTRIBUTION SOCIAL MEDIA TECHNOLOGY INNOVATION EMPLOYEE ENGAGEMENT WORKFORCE MANAGEMENT Company Name Contact Center Brand/Name

4. CATEGORYFOCUS BUSINESS CONTRIBUTIONRevenue Generation or Profit or Cost Saving. SOCIAL MEDIAMarketing or Customer Services Improvement. TECHNOLOGY INNOVATION New Technology or Application. EMPLOYEE ENGAGEMENTEmployee Retention and Development. WORKFORCE MANAGEMENT Recruitment, Forecasting or Fulfillment.

5. THE BEST CONTACT CENTER INDONESIA 2016 1.1 PROFILE One page executive summary about contact center profile.

6. THE BEST CONTACT CENTER INDONESIA 2016 1.2 KEY SERVICES One page executive summary about key services and business objectives of contact center.

7. NAME OF PROGRAM Short description of the program

8. THE BEST CONTACT CENTER INDONESIA 2016 2.1 BACKGROUND Please describe the main reason as background of the program, include opportunities or obstacles encountered.

9. THE BEST CONTACT CENTER INDONESIA 2016 2.2 DATA ANALYSIS Please include data analysis as supporting information.

10. THE BEST CONTACT CENTER INDONESIA 2016 2.3 OBJECTIVE Please describe the objective includes targets and indicators to be achieved for implementation of the program. Please select at least one of the following indicators as target of the program: Corporate Competitiveness or Capabilities. Increase Income or Profits. Cost Savings or Asset Utilization. Customer Satisfaction or Retention or Experiences. Employee Satisfaction or Retention.

11. THE BEST CONTACT CENTER INDONESIA 2016 3.1 CREATIVITY Please describe the initiatives that has been implemented during implementation of this development program.

12. THE BEST CONTACT CENTER INDONESIA 2016 3.2 IMPLEMENTATION Please describe the key activities and periods of program, which has been implemented to support the achievement of program.

13. THE BEST CONTACT CENTER INDONESIA 2016 3.3 KEY RESOURCES Please describe the role and involvement of contact center, either in groups or individual in implementation of the program. Please describe the resources that required during implementation of the program, both in terms of labor and cost.

14. THE BEST CONTACT CENTER INDONESIA 2016 4.1 RESULT Please describe the impact that has been generated from implementation of the program, in accordance with the purpose of implementation of development programs.

15. THE BEST CONTACT CENTER INDONESIA 2016 4.2 KEY PERFORMANCE INDICATORS Please explain comparative performance achievement, before and after the implementation of development programs. Key Performance Indicators (KPI) Before the program (by date) After the program (by date) KPI #1 KPI #2 KPI # … KPI #n

16. THE BEST CONTACT CENTER INDONESIA 2016 5.1 ADDITIONAL INFORMATION Please provide any additional information as evidence that able to support the implementation of program. Supporting information can be provided in the form of videos or photographs or images.

17. THANK YOU The Best Contact Center Indonesia 2016