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
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