Banking Contact Center Departement

Workshop Nasional
Layanan Informasi Publik Badan POM
Selasa, 16 Oktober 2012

PT Bank Mandiri (Persero), Tbk. Electronic Channel Operation Group Banking Contact Center Department Mandiri Call 14000

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

The Best Bank Service Excellence #1 2008-2012 :

PT Bank Mandiri (Persero) Tbk.

Program TIM TIM INTERNALISASI BUDAYA ECO 2012 2012 Banking Contact Center Departement
VISI

The Most Admired & Progressive Financial Institution

Uphold performance : KPI Bank Mandiri
Uphold Performance: KPI ECO Group
ALIANSI INOVASI JUMP START ROLE MODEL KELOMPOK 1:4 CSR

KPI

Program

Dribbling & Passing

THROUGH PASS

KICK OFF

PLAY MAKER

FORMATION

SUPPORTER

Strive to Uphold Performance

Go For The Goals

Saling menghargai & bekerjasama 10 Perilaku Utama Disiplin & Konsisten Kompeten & Bertanggung Jawab Memberikan Solusi & Hasil terbaik Inovatif, Proaktif & cepat tanggap Berorientasi pada Nilai tambah & perbaikan Terus Menerus Peduli lingkungan Berfikir,berkata, & Bertindak terpuji

Jujur, tulus, & terbuka

Mengutamakan pelayanan & kepuasanNasabah

Corporate Value

TRUST

INTEGRITY

PROFESSIONALISM

CUSTOMER FOCUS

EXCELLENCE

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Organization StructureStructure-2012
Banking Contact Center Department Department Head : Evi Riawati
Customer Contact & Care Center Outbound Contact & Service Recovery Responses SH : Anita Firawati SO : Susan R Workforce Management SH : Eny RA SO : Gita N, Daniel Info center & Corporate Web Mgt SH : Apri Ekaputra SO : Nessya C Quality Monitoring & Assurance TL : PS : Erlita, Edwin, Rebekka. Khais Technical Solution & Network Specialist TL: Meidilah DP PS : Risky, Dyan

Credit Card Services (regular, platinum) SH : Shanti Ariani SO : Rita SW, Ratih W

Workforce Outbound Key Role: Call back, Survey, Invitation confirmation Cross selling & up Selling Key Role: Forecasting Scheduling Adherence Report

Info Center Key Role: Updating information Reporting Key Role: Call monitoring Preparing Call Script Updating procedures Reward programs Preparing internal survey program Improvement and quality Make sure reliability of all technical system

Banking Retail Services (Regular, Prioritas, customer care) SH : Azelindo Firdaus SO : Erny JS, Maria Angela, Retno H

Admin Key Role: Document control Logistic

Corporate Web Key Role: Maintaining corporate web Consolidating with related business unit

Commercial, Corporate Banking & International SH : Frida Anandani SO Merchant :Syam EU SO CBB : Ahadini

Service Recovery Key Role: Call Back Abandoned & Outgoing Calls Service Recovery

Professional Unit Core Unit

Internal & Remote Site Services (cabang banking, cabang CC, hc4U, DRC Rempoa, Co Brand BTN) SH : Pitut F SO : Yanny H, Dian Rahmah

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

SEJARAH MANDIRI CALL 14000

Tahun 2003
Dibentuk Mandiri Call
Beroperasi 24 jam Nomer Telephone (6221) 5299 7777

Single Access Number (SAN) 14000 (12 kota) Nomer Singkat Mudah Diingat

2005sekarang
Diakses seluruh Indonesia

November 2002

Februari 2005

Nomor- nomor telepon untuk melayani segmen khusus yaitu : 021-5299 7788 500 333 021-5299 7733 > Priority Banking > Merchant Help Desk > Layanan Cabang 500 140 021- 526 7557 500 150 > HC4U, Lay. Cabang & Klinik Hukum > CC helpdesk > CBBCC

layanan melalui media email di Contact Us situs Bank Mandiri www.bankmandiri.co.id dan fax (021) 5299 7689, 5299 7711, 5299 7735. Layanan melalui media twitter dapat diakses pada @mandiricare
PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

October 15, 2012

As a strategic 2424-h channel to deliver, manage and provide personalized service to customers.
To support goals of Bank Mandiri to enhance customer relationship and satisfaction To serve as the primary channel to develop customer loyalty - call center is where majority of customer interaction takes places, given 24 x 7 accessibility To be the glue that holds together all banks channels, also include priority banking, consumer, corporate and commercial customer.

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Service Scope
INBOUND

IVR

-Informasi Finansial -Transaksi Finansial -Informasi suku bunga & kurs -Informasi Produk -Pengiriman Rekening Koran -Pengiriman Bukti Transaksi

CTI

-Informasi Finansial -Transaksi Finansial

Staff

-Informasi Produk & Layanan -Maintenance -Saran & Keluhan -Email

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

People Development
For people development, we have a specific trainings for new agent as well as for experience agents like : New Agents
Call Mandiri Orientation Program 3 months

Experience Agents
General Training Program Team Leader Development Program 1 - 2 years Management Development Program 5 years

2 months

Contact Center Professional Certification Tandem / Buddy Training

Site Visit & OJT to Business unit

Internal Quality Auditor Call Center Operation management

Creative Innovative Thinking

Management Leadership Development

Training Modules

Professional Mindset
Emotional Spiritual Quotient

Interview With management

Banking Knowledge

telephone courtesy guides

product & services knowledge

Stress Management
Creative Problem Solving

Contact Center Leadership

Performance Management

OPQ & Aptitude Test

English (TOEIC) Test

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Human Resource
Engaged Employee

We believe that employee who are challenged, motivated, rewarded and who have opportunities for personal development, are more likely to provide a high level of performance. So, we have some encourage employee programs like :

Financial
Employee retention program

Non Financial
Special occasional leave (wedding, birth of child) Good balance work life
Management Development Program

Designated Career Path Program Health Insurance Annual leave Pension Plan & Bonus Overseas benchmarking Permanent employee

Recognition program

Open communication with management Appreciation from Management Ice party with management Freedom to choose schedule

Letter of Appreciation from CEO

Reward program

Incentives for sales team Special gift from Management Star award: agent of the month, semester, yearly

Outbound/Energizer Program Monthly call quality award

Annually Star award with CEO

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Mandiri Call Shift

- Rentang Waktu 06.00 10.00

Shift I

- Diutamakan agent wanita - Digunakan sebagai shift trainee

- Rentang Waktu 12.00 15.00

Shift II

- Agent wanita khusus - Agent pria

- Rentang waktu 22.00 23.00

Shift III

- Di khususkan bagi agent pria - Pemberian waktu off pada hari berikutnya

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Quality Monitoring & Assurance

Great Customer Satisfaction

For us, quality race has no limit lane. The quality service of our employee is monitored & ensured by using

Coaching & Counseling

Call Recorded Monitoring

Silent Observation

Peer Monitoring

Mystery Caller

Side by Side Monitoring

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Key Performance Indikator

Service Level User Satisfaction The Speed of Information Update People Development Motivation and Reward Program The Implementation of Corporate Culture Program

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Technology Enhancement
Supervisory Tool Infrastructures
PABX ACD IVR CTI Fax On Demand Scheduler Call Monitoring Training - new & periodic
People
Well-trained Professional Empowered

Premises
24 x 7 support Pantry/Phones Break-out room Mini-Training

Desk Top
F/E System to all applications Knowledge Base Customer Contact History Desktop Policy

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Customer Satisfaction
Rank 1 Phone Banking Machine Rank 2

Phone Banking Officer

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Acknowledgement
Tahun
2012 1

Bulan

Nama Institusi Pemberi Award

Jenis Award dan Recognition

CALL CENTER AWARD for EXCELLENCE Service Performance category Priority Banking

2 Maret 3 4

CARRE - CCSL (Center of Customer Satisfaction & Loyalty)

CALL CENTER AWARD for EXCELLENCE Service Performance category Banking CALL CENTER AWARD for GOOD Service Performance category Regular Credit Card CALL CENTER AWARD for GOOD Service Performance category Platinum Credit Card

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Acknowledgement
Tahun
2012 5 6 7

Bulan

Nama Institusi Pemberi Award

Jenis Award dan Recognition

8 Mei

10 11 12

#1 The Best Banking Service Excellence for Phone MRI (Marketing Research Banking Officer Indonesia) & Majalah Infobank #2 The Best Banking Service Excellence for Phone Banking Mesin PLATINUM AWARD - The Best Indonesia Contact Center Award for The Best HR Retentatiom Program above 100 seats SILVER AWARD - The Best Indonesia Contact Center for Award The Best Manager Contact Center above 100 seats ( Yanny Hendrik Sumarauw ) SILVER AWARD - The Best Indonesia Contact Center ICCA (Indonesian Contact Center Award for The Best Quality Assurance above 100 seats ( Edwin Oka Arifianto ) Association) SILVER AWARD - The Best Indonesia Contact Center Award for The Talent Singing SILVER AWARD - The Best Indonesia Contact Center Award for The Talent Dancing BRONZE AWARD - The Best Indonesia Contact Center Award for The Workforce Mgt Staff ( Daniel Iyan Nababan)
PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Acknowledgement
TAHUN BULAN
2012 13 14 15 16 17 18 Juli Contact Center World.com

NAMA INSTITUSI JENIS AWARDS & RECOGNITIONS DITERIMA PEMBERI AWARD

SILVER MEDAL Contact Center World Award - The Best Large Contact Center SILVER MEDAL Contact Center World Award - The Best Social Media Programs SILVER MEDAL Contact Center World Award - The Best Workforce Planning Professional SILVER MEDAL Contact Center World Award - The Best HR Professional BRONZE MEDAL Contact Center World Award - The Best Self - Service Technology BRONZE MEDAL Contact Center World Award - The Best Direct Response Campaign

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Acknowledgement
Tahun
2012 19 20 21 22 23 24 25

Bulan

Nama Institusi Pemberi Award

Jenis Award & Recognition

BRONZE MEDAL Contact Center World Award - The Best Incentive Scheme BRONZE MEDAL Contact Center World Award - The Best Sales Campaign BRONZE MEDAL Contact Center World Award - The Best Recruitmen

Juli

Contact Center World.com

BRONZE MEDAL Contact Center World Award - The Best Outbound Campaign BRONZE MEDAL Contact Center World Award - The Best Sales Professional BRONZE MEDAL Contact Center World Award - The Best Leader BRONZE MEDAL Contact Center World Award - The Best IT Professional

PT Bank Mandiri (Persero) Tbk.

Banking Contact Center Departement

Tahun
2012 26

Bulan

Nama Institusi Pemberi Award

Jenis Award & Recognition

Runner Up kategori The Excellence Award of Customer Service 2012

September

Shared Service Outsourcing Network (SSON)

PT Bank Mandiri (Persero) Tbk.

Thank you