presentasi raden gunawan_aa international
Post on 13-Apr-2017
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PT AA International Indonesia
THE BEST CONTACT CENTER INDONESIA 2014
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Raden GunawanRaden GunawanAssistant Manager Contact Center Assistant Manager Contact Center
PT AA International Indonesia
JUNIOR OFFICER
SENIOR OFFICER
EXECUTIVESENIOR
EXECUTIVE
ASSISTANT MANAGER
MANAGER
Promotion from Supervisor to Ass. Manager Officer Contact Center (Nov12-
May13)
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
KPI Oct’13 Nov’13
Des’13 Jan’14 Feb’1
4Mar‘1
4KPI (30%) Staff Discipline & Tardiness (SDT) 30% 30% 30% 24.29 24.29 30%
KPI (40%) Process Settlement Rate (PSR) - Call Metrics (CM)
40% 40% 40% 32.38 32.38 40%
KPI (30) Quality Service Index (QSI) - Call Quality (CQ)
30% 30% 30% 24.29 24.29 30%
Staff Performance Index (SPI) - 100% 100% 100% 100% 80.97
%80.97
% 100%
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
PT AA International Indonesia
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