DEVELOPMENT OF OUR

INDUSTRY ~

우리산업의발전

Andi Anugrah

WHAT DO YOU KNOW ABOUT

INDONESIA

인도네시아에대해뭘알고있지

BANDUNG

SEMARANG

MEDAN

SURABAYA

JAKARTA

MAKASSAR

246,9 mio (2012)

POPULATION (인구)

LAND AREA : 1,904,569 km2GDP : USD 3,816

±120.000 KNOWLEDGEABLE WORKERS

지식근로자

smartphone owners

스마트폰소유자

mobile phone users

휴대전화사용자

Source : Roy Morgan Research, Jakarta Post (Jul 2013)

84%

24%

internet users

인터넷사용자32%

2.2average agent per seat

좌석당평균에이전트

TYPE OF SERVICES

INBOUND : CUSTOMER SERVICE,

ACCOUNT MANAGEMENT,

RESERVATION, ORDER

PROCESSING, HELP DESK,

COMPLAINT HANDLING.

인바운드 : 고객서비스, 계정관리, 예약, 주문처리, 헬프

데스크, 불만처리.

TYPE OF SERVICES

OUTBOUND : TELEMARKETING,

SURVEY, RELATIONSHIP,

TELESALES, COLLECTION.

아웃바운드 : 텔레마케팅, 설문조사, 관계, 통신판매, 수집

KEY CHALLENGES ~ 주요과제

COST OF SERVICES

서비스비용

HUMAN RESOURCES COSTS

인적자원비용54%

THE BEST CONTACT CENTER INDONESIA

SUCCESS STORY

성공스토리

Best Contact Center and Role Model

최고의컨택센터및역할모델

P r e s e n t e d B y :

H a l o B C A

INDONESIA

Thank You

감사합니다