KAI 121 Contact Center Continues to Advance, CCAS Conducts Benchmarking Visit
The Contact Centre Association of Singapore (CCAS) chose to conduct a benchmarking visit to KAI, specifically focusing on the KAI 121 Contact Center (CC121), due to the company’s achievements in raising customer service standards that have attracted significant attention. KAI’s success in achieving the Runner-Up #4 position at The Best Contact Center Indonesia 2023, as well as winning the Platinum Award in the Business Contribution category at the Asia Pacific Contact Center competition, has made it an interesting case to study.
The CCAS visit on March 5, 2024, to the Jakarta Railway Center Office of KAI, led directly by CCAS Executive Director Andrew Leo, was warmly welcomed by the CC121 team. They expressed pride in hosting the benchmarking activity, marking the first visit from an international contact center association. During the visit, the CC121 team presented various materials related to contact center operations and the use of social media to improve service efficiency.
"The CCAS delegation appeared very enthusiastic in listening to the presentations from the CC121 team. They asked various questions regarding operational management, the use of technology, and agents' ability to serve customers through multichannel services," said KAI Vice President of Public Relations Joni Martinus.
CCAS is a non-profit organization that has contributed for 25 years to the development of the contact center industry in Singapore and surrounding regions. Meanwhile, KAI is one of the members of the Indonesia Contact Center Association (ICCA), an organization that manages contact center activities in the Asia Pacific region. As a member of both associations, KAI actively participates in various annual competitions that bring together the best contact center practitioners from across Asia Pacific. These competitions aim to advance the contact center industry by sharing operational experiences among participating countries, thereby continuously improving customer service and experience.
"We actively participate in contact center competitions aimed at advancing the contact center industry in the Asia Pacific region," Joni stated.
In the future, there is potential for cooperation or collaboration between CC121 and CCAS, particularly in improving customer service. With the involvement of ICCA, knowledge transfer and benchmarking collaborations are highly possible. This opens opportunities for KAI to strengthen its cooperation with CCAS in efforts to enhance customer service.
"We are committed to continuously innovating and integrating existing technologies to improve business process effectiveness and make a significant contribution to the company. Through this activity, we hope KAI can continue to develop better customer services while building strong partnerships with similar organizations in the Asia Pacific region," Joni concluded.
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