BCA Receives 15 Awards at Contact Center Service Excellence Award 2019

Jakarta, 9 April 2019 – Another achievement has been made by PT Bank Central Asia Tbk (BCA) for its commitment to building the appropriate banking solutions for customers amid today’s massive digital transformation. This time, BCA and its subsidiaries won 15 awards at the Contact Center Service Excellence Award (CCSEA) 2019.

The award, which is a collaboration between Carre – Center for Customer Satisfaction and Loyality (Carre – CCSL) and Service Excellence Magazine, was submitted to Deputy President Director of BCA Armand W. Hartono accompanied by Executive Vice President Center of Digital of BCA Wani Sabu, along with the management of BCA and subsidiaries in Jakarta, Tuesday (09/04).

BCA and its subsidiaries have successfully snatched a total of 15 awards. BCA won the exceptional title for Halo BCA Priority Services (Call Center Priority Banking), Halo BCA (Call Center Regular Banking), Halo BCA (Call Center Platinum Credit Card), Halo BCA (Call Center Regular Credit Card), Halo BCA (Call Center KPR), Halo BCA (Call Center Personal Loan), Halo BCA (EDC), Halo BCA (Call Center Life & Health Insurance), Halo BCA (Call Center Sharia Banking), Halo BCA (Call Center Automotive Financing), halobca@bca.co.id (Customer Service Email Center) and @HaloBCA (Twitter Customer Service). In addition to that, BCA also won the excellent title for the Bank BCA (Facebook Customer Service) category, Halo BCA Chat (Online Chat Customer Service) and Halo BCA Life Chat (Online Chat).

“Unstoppable innovation is the spirit that we live by at BCA. We strive to continue addressing our customer needs, which as of December 2018 had served around 19 million customers. We are fully aware of how crucial innovation is, and therefore we continue to strive to create the best performance of our contact center to provide satisfaction to BCA loyal customers,” explained Armand.

The Contact Center Service Excellence Award(CCSEA) 2019 is based on the research of customer satisfaction and loyalty on the performance of contact centers in Indonesia July – December 2018 using three important indicators: Access, System & Procedure, and People. Furthermore, the results of the research and assessments will generate aContact Center Service Excellence Index (CCSEI), which will be used to measure contact center performance in building, improving, and maintaining service performance to consumers.

“We express our gratitude to all parties who have appreciated BCA’s dedication and hard work. We’re dedicating the awards we received this time  to our loyal customers all across the country, because thanks to customer trust, the Bank BCA can continue to grow into the leading bank of choice. This certainly has served as a source of motivation for BCA to further improve quality contact center and customer engagement services in meeting the needs of all customers,” added Armand.  

During 2018, Halo BCA through its 24-hour contact center service 1500888 received more than 16.6 million calls, of which 9.06% calls were customer complaints and 24.48% calls were related to customer needs of information of products and services. Through e-mail halobca@bca.co.id, Halo BCA had also received more than 487 thousand e-mails from customers including the need of information of its products and services as well as feedback related to the BCA services. As of the end of December 2018, the official Twitter account of @HaloBCA had about 188 thousand followers and received a total of 260 thousand mentions throughout 2018.

BCA Snatched 15 Awards – Deputy President Director of BCA Armand W. Hartono (center) with Executive Vice President Center of Digital of BCA Wani Sabu (left) after receiving the award submitted by CEO Carre – Center for Customer Satisfaction and Loyality (Carre – CCSL) Yuliana Agung (right) at the Contact Center Service Excellence Award (CCSEA) 2019 in Jakarta, Tuesday (09/04). BCA and its subsidiaries nabbed a total of 15 awards for their hard work and consistency in implementing digital transformation and improving the quality of contact center services and customer engagement in meeting the needs of its customers. During 2018, Halo BCA through its 24-hour contact center 1500888 received more than 16.6 million calls.