presentasi raden gunawan_aa international
TRANSCRIPT
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PT AA International Indonesia
THE BEST CONTACT CENTER INDONESIA 2014
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
Raden GunawanRaden GunawanAssistant Manager Contact Center Assistant Manager Contact Center
PT AA International Indonesia
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JUNIOR OFFICER
SENIOR OFFICER
EXECUTIVESENIOR
EXECUTIVE
ASSISTANT MANAGER
MANAGER
Promotion from Supervisor to Ass. Manager Officer Contact Center (Nov12-
May13)
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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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
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Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei
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PT AA International Indonesia