1. The best operations
The Best Contact Center Indonesia 2018

2. instruction
This template should be used Only for The Best Operations category.
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 2017 or Jul 2017 to Jun 2018.
Estimated time to present, include Question and Answer is 60 minutes per categories.

3. Company name
contact center brand

4. logo & branding
Please provide logo including philosophy of logo and the rule of usage in internal or external communication.

5. 1.1 Vision / mission
Please provide your company vision and mission and alignment with contact center objectives.

6. 1.2 objective
Please provide key objectives and indicators to measure the success of contact center.

7. 1.3 challenges
Please describe key change factors that impact on contact center services or activities and indicate potential risk that impact on contact center services in-term of continuity of service, financial, reputation, workload and operation.

8. Contact Center Services
2.1 customerS
Please provide type of customer or segment that required services from contact center.
Segment
Total Customers
Contact Center Services %
TOTAL

9. 2.2 channels
Please provide the number of services per day or per month per channel.
CHANNELS
AVG. MONTHLY SERVICES %
CALLS
IVR
SMS/CHAT
FACEBOOK/TWITTER
VIDEO
OTHERS
TOTAL

10. 2.3 type of services
Please provide lists of services that contact center provide, with majority of top 5 to 10 services.
TYPE OF SERVICES
AVG. MONTHLY SERVICES %
TOTAL

11. 3.1 SERVICE MANAGEMENT
Please describe key initiatives to improve contact center service delivery, include creativity to achieve Service Level, First Contact Resolution and Customer Satisfaction.
CUSTOMER
AGENT
BACK OFFICE
3RD PARTY

12. 3.2 quality management
Please describe quality management methodology to maintan high quality of services.

13. 3.3 COMPLIANCE
Please provide the lists of compliance that implemented in contact center, including internal audit, ISO certification, electronics transaction security, risk management, disaster recovery and any regulation that related to the product or services in contact center.

14. 4.1 organization structure
Please provide organizational chart of your contact center, include the ratio of team leader, quality assurance, and desk control to agent, ratio supervisor to team leader and ratio manager to supervisor.

15. 4.2 SCHEDULING ACCURACY
Please provide methodology of scheduling agent and accuracy to fulfill the requirement of human resources to deliver contact center services.

16. 5.1 TECHNOLOGY
Please provide key technologies for call distribution, routing, quality, scheduling and performance monitoring.

17. 5.2 application
Please provide key applications that utilized by agents to deliver services.

18. 6.1 operational performance
Please provide operational key performance indicators and achievement within 1 year period. At least consists of Service Level, First Contact Resolution, Quality Score and Service Level Agreement.
KPI
Target 1 2 3 4 5 6 7 8 9 10 11 12

19. 6.2 cost structure
Please provide the structure of your contact center costs, methodology to measure costs per call or cost per agent or cost per seat.
TYPE OF COST
AVG. MONTHLY COSTS %
Labor
Technology
Space Rental
Telecommunication
Etc.
TOTAL

20. 6.3 customer satisfaction
Please describe method to measure customer satisfaction and the result of customer satisfaction index with 1 year.

21. 7.1 achievement
Please provide the lists of contact center award and achievement that awarded by external party within 1 year.

22. 8.1 infrastructure
Please provide the list of contact center rooms for operation and support the activities of employee.

23. 8.2 HEALTH AND SAFETY
Please describe health and safety working environment, including ventilation, air conditioning, lighting, noise level, cleanliness, availability of toilets.

24. ORGANIZATION STRUCTURE
NO.
JUDGING GUIDELINES %
SCORE
STRENGTH
WEAKNESS
1.1
VISION / MISSION
2,50%
1.2
OBJECTIVE
5,00%
1.3
CHALLENGES
2.1
CUSTOMERS
2.2
CHANNELS
2.3
TYPE OF SERVICES
3.1
SERVICE MANAGEMENT
10,00%
3.2
QUALITY MANAGEMENT
7,50%
3.3
COMPLIANCE
4.1
ORGANIZATION STRUCTURE
4.2
SCHEDULING ACCURACY
5.1
TECHNOLOGY
5.2
APPLICATION
6.1
OPERATIONAL PERFORMANCE
6.2
COST STRUCTURE
6.3
CUSTOMER SATISFACTION
7.1
ACHIEVEMENT
8.1
INFRASTRUCTURE
8.2
HEALTH AND SAFETY
TOTAL
100,00%

25. Thank you
The Best Contact Center Indonesia 2018