JAKARTA – Consistently up-to-date with current global industry, especially in contact centre services, PT Bank Rakyat Indonesia (Persero) Tbk once again secures an international-scale achievement. This time, Contact BRI won Silver Medal in Technology Innovation category in Contact Centre Asia Pasific Award (CC APAC) 2023.

The CC APAC 2023 was held from November 27 to December 1 at Sunway Resort, Petailing Jaya, Malaysia. It is an annual contest that bring together best contact centre practitioners from various countries in Asia Pasific. The purpose is to promote contact centre to enhance services and customer experience offered by companies.

In relation to this, the Director of Network and Services of BRI, Andrijanto, said that this award is for all Insan BRILiaN (BRI employees) for their hard work in handling customers. “This award becomes our drive to continuously commit to increase customer satisfaction. This award also serves as a proof that BRI service always brings the best effort and is always leading ahead,” he added.

BRI also continues to progress in update and adapts to the needs of times. BRI service may walk hand-in-hand with customers’ needs, still keeping its customer-centric approach. During this awarding event, registered 32 companies from 6 countries, including Indonesia, Malaysia, Singapore, Thailand, China, and Hongkong.

There is a series of events to enhance knowledge and experience regarding contact centres, such as benchmarking and conference with international contact centre practitioners. As is known, the current contact centre industry is entering the phase of utilisation of Chatbot Convergent AI and Robotic Processing Automation Business Process whilst still paying attention to the journey in Customer Experience, Digital Experience, and Employee Experience.

For your information, previously, still in the same field, BRI managed to bring home 9 awards in an event held by Indonesia Contact Center Association (ICCA). Those nine consist of five corporate categories: Best Technology Innovation (Platinum), Best Employee Engagement (Platinum), Best Digital Media (Gold), Best Customer Experience (Gold), and Best People Development (Silver), as well as three individual categories: Best Desk Control (Bronze), BTB Agent Inbound (Bronze), and Best Agent Digital Email (Silver), and team work category: Best Scheduling (Platinum). (*/ZH)