CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 CALL CENTER SERVICE EXCELLENCE INDEX 2015 1. PRIORITY BANKING NO 1
CALL CENTER Permata Bank Priority Call Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,750
99,047
90,670
CCSEI 2015
GRADE
93,991
Exceptional
CCSEI 2015
GRADE
93,715
Exceptional
CCSEI 2015
GRADE
90,248
Exceptional
CCSEI 2015
GRADE
89,457
Excellent
CCSEI 2015
GRADE
93,991
Exceptional
2. REGULAR BANKING NO 1
CALL CENTER Halo BCA
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
99,000
97,528
90,928
3. REGULAR BANKING (SINGAPORE) NO 1
CALL CENTER OCBC Phone Banking Service
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
99,817
98,510
84,522
4. REGULAR BANKING (MALAYSIA) NO 1
CALL CENTER Maybank Customer Care
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
99,200
99,453
82,836
5. SHARIA BANKING NO 1
CALL CENTER PermataTel Syariah
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
97,333
98,453
91,202
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 6. PLATINUM CREDIT CARD NO 1
CALL CENTER PermataTel
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
99,267
93,178
92,941
CCSEI 2015
GRADE
93,645
Exceptional
CCSEI 2015
GRADE
93,848
Exceptional
CCSEI 2015
GRADE
88,835
Excellent
CCSEI 2015
GRADE
90,867
Exceptional
CCSEI 2015
GRADE
89,979
Excellent
7. REGULAR CREDIT CARD NO 1
CALL CENTER Halo BCA
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,000
97,536
91,312
8. AUTOMOTIVE FINANCING NO 1
CALL CENTER Call Center Astra Credit Companies
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
97,383
96,703
83,476
9. LIFE AND HEALTH INSURANCE NO 1
CALL CENTER Commonwealth Life Comm Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
97,600
97,469
86,444
10. CAR INSURANCE NO 1
CALL CENTER Garda Akses Asuransi Astra
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,233
93,481
86,852
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 11. TELECOMMUNICATION OPERATOR NO 1
CALL CENTER Contact Center Telkomsel
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,800
83,850
89,883
CCSEI 2015
GRADE
88,965
Excellent
CCSEI 2015
GRADE
89,878
Excellent
CCSEI 2015
GRADE
89,979
Excellent
CCSEI 2015
GRADE
88,996
Excellent
CCSEI 2015
GRADE
88,979
Excellent
12. AUTOMOTIVE 4W NO 1
CALL CENTER Toyota Hotline
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,417
95,104
85,842
13. AUTOMOTIVE 2W NO 1
CALL CENTER Honda Customer Care Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,183
95,057
86,072
14. AIRLINE NO 1
CALL CENTER Layanan Garuda Call Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
97,800
92,130
85,961
15. PUBLIC SERVICE NO 1
CALL CENTER Contact Pertamina 500-000
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,533
96,552
83,601
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015
16. TAXI NO 1
CALL CENTER Blue Bird Call Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,883
80,208
85,494
CCSEI 2015
GRADE
85,247
Excellent
CCSEI 2015
GRADE
83,760
Excellent
CCSEI 2015
GRADE
87,884
Excellent
CCSEI 2015
GRADE
88,048
Excellent
CCSEI 2015
GRADE
88,593
Excellent
17. CAR RENTAL NO 1
CALL CENTER TRAC Customer Assistant Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
97,550
71,234
87,724
18. MOBILEPHONE/SMARTPHONE NO 1
CALL CENTER Samsung Customer Care Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
96,500
90,479
85,150
19. ELECTRONICS HOUSEHOLD NO 1
CALL CENTER Samsung Electronic Contact Center
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
96,600
90,479
85,406
20. COURIER NO 1
CALL CENTER Customer Service DHL Express
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,533
91,333
85,566
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 21. INTERNET SERVICE PROVIDER NO 1
CALL CENTER Telkom 147
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
95,933
95,938
84,114
CCSEI 2015
GRADE
88,843
Excellent
CCSEI 2015
GRADE
88,470
Excellent
22. PAY TV NO 1
CALL CENTER TelkomVision Interact
DIMENSI ACCESS
SYSTEM & PROSEDUR
PEOPLE
98,217
94,854
83,654
CUSTOMER SERVICE EMAIL CENTERS SERVICE EXCELLENCE INDEX 2015 1. BFI (BANKING - FINANCE - INSURANCE) NO 1
ENABLING
ENJOYING
CESEI 2015
100,000
87,234
91,064
Exceptional
ENABLING
ENJOYING
CESEI 2015
GRADE
91,000
78,806
84,903
Excellent
KPI
EMAIL CUSTOMER SERVICE
[email protected]
GRADE
2. NON BFI (BANKING - FINANCE - INSURANCE) NO 1
KPI
EMAIL CUSTOMER SERVICE
[email protected]
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 TWITTER SERVICE EXCELLENCE INDEX 2015 1. BFI (BANKING - FINANCE - INSURANCE) KPI
NO 1
TWITTER SERVICE EXCELLENCE @mandiricare
ENGAGING
HUMAN TOUCHING
NAVIGATING
TSEI 2015
GRADE
87,875
82,839
75,448
80,890
Excellent
2. NON BFI (BANKING - FINANCE - INSURANCE) KPI
NO 1
TWITTER SERVICE EXCELLENCE @Telkomsel
ENGAGING
HUMAN TOUCHING
NAVIGATING
TSEI 2015
GRADE
91,000
70,938
61,500
71,175
Good
FACEBOOK SERVICE EXCELLENCE INDEX 2015 1. BFI (BANKING - FINANCE - INSURANCE) KPI
NO 1
FACEBOOK SERVICE EXCELLENCE Prudential Indonesia
ENGAGING
HUMAN TOUCHING
NAVIGATING
FSEI 2015
GRADE
68,050
84,167
62,854
72,418
Good
2. NON BFI (BANKING - FINANCE - INSURANCE) KPI
NO 1
FACEBOOK SERVICE EXCELLENCE PLN 123
ENGAGING
HUMAN TOUCHING
NAVIGATING
FSEI 2015
GRADE
82,000
77,917
66,792
74,283
Good
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
CONTACT CENTER SERVICE EXCELLENCE INDEX 2015 ATM SERVICE EXCELLENCE INDEX 2015 KPI
NO 1
ATM SERVICE EXCELLENCE Bank Central Asia
ENGAGING
HUMAN TOUCHING
NAVIGATING
ASEI 2015
GRADE
89,359
67,458
52,396
74,643
Good
INTERNET BANKING SERVICE EXCELLENCE INDEX 2015 KPI
NO 1
IB SERVICE EXCELLENCE klikbca
ENGAGING
HUMAN TOUCHING
NAVIGATING
IBSEI 2015
GRADE
97,016
56,000
67,500
75,856
Good
Untuk Mengetahui Urutan Brand Berikutnya Silahkan Hubungi Phone: 021-4514472 atau Mail:
[email protected]
