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Contact Center in Finance Industry is a “Basic Need”

03 March 2017


Para peserta dari industri jasa keuangan (perbankan, asuransi, dan sekuritas) berfoto bersama manajemen PT VADS Indonesia.(red)

A professional Contact Center to engage with customer has been an important part in a business. Today, Contact Center is not merely a Call Center to receive phone calls and complaint from customer. In the midst of digital era, Contact Center industry has been growing fast. Contact Center has become a new Pendapatan Generator or Profit Center for the company.

In financial services industry, Contact Center has been a necessity. The Financial Services Authority (OJK) Regulation Number 1/POJK.07/2013 concerning Customer Protection in Financial Services Sector states that the financial services providers should carry out the mechanism of the settlement of complaints. Therefore, the financial services providers are required to have a unit or special function for the settlement of the complaint.

In the framework of customer protection, one of the principles is to treat customer fairly through the settlement of complaint. “The presence of Contact Center is a need for financial services sector to improve the services to customer as well as to improve the company’s image. Moreover, trust is very essential in finance services industry,” said Rela Ginting, Deputy Director of Customer Services 2, Directorate of Customer Services OJK.

Regarding this, PT VADS Indonesia as the expert in Business Process Outsourcing (BPO) industry in the country will not stop to educate the market. On May 3rd, 2017, PT VADS Indonesia held an annual seminar entitled “Contact Center Managed Service in Financial Services Industry” at Ritz-Carlton Hotel Mega Kuningan, Jakarta.

The event was attended by competent speakers. They were Rela Ginting (Deputy Director of Customer Services, OJK), Wani Sabu (Head of Halo BCA), Legowo Kusumonegoro (President Director of PT Manulife Asset Management Indonesia/MAMI), and Rully Hariwinata (Head of Mobile & OTT Wallet, Indosat Ooredoo). Halo BCA and MAMI are PT VADS Indonesia’s clients. The participants coming to the seminar are reputable companies in Indonesia finance industry such as BRI, Bank Danamon, Asuransi Bumiputera, Rabobank, Mandiri Tunas Finance, Manulife, ACA, etc.

According to Aulerius Anthony, President Director of PT VADS Indonesia, his company is currently entering the 9th year in serving the clients from various industries including telecommunication, finance, e-commerce, hospitals, and government institutions. The services by VADS Berhad Malaysia subsidiary are varied including Contact Center Service Solution, Customer Service Learning Center, Human Capital Management, Social Media Service, as well as Information and Communication Technology (ICT) Service Solution. “Besides BPO, we also have ICT services,” he said.

All these services are to support the partners’ needs to improve their business performance. It matches with PT VADS Indonesia’s tagline: If You shine, I shine too. It means that if the partners’ business are developing then the performance of PT VADS Indonesia will be growing too. “We as a partner are trying our best to improve the clients’ business through Contact Center. It supports Customer Experience which currently becomes a topic and trend in Contact Center sector. Also, we have implemented Omni-channel services,” said Deddy Hermansyah, Chief Marketing Officer PT VADS Indonesia.

Along with the current development of digital era, there has been a shift in Contact Center industry from Multichannel into Omni-channel. Omni-channel is the most updated solution from Contact Center since this solution is in one platform (one application) to all communication channels such as video call, voice,  email, live chat, and social media (Facebook, Twitter, Instagram). Omni-channel is considered as a more effective and efficient solution to respond to customers complaint promptly.

PT VADS Indonesia is ready to support financial services companies to follow the current trend of Contact Center in line with the effort to manage and improve quality in banking services and to comply with OJK. In banking data confidentiality side, PT VADS Indonesia with services standard audited by OJK, has complied to serve the banking sector with three security levels namely physical security, data security, and network security.

In services side, PT VADS Indonesia has fulfilled certification on Customer Operation Performance Center (COPC) as an international standard in BPO services. Moreover, PT VADS Indonesia has achieved “Best for BPO Services – Indonesia” from APAC Maritime & Shipping Award 2016 for Asia Pacific.

Besides that, PT VADS Indonesia also has ICT services to improve Omni-channel technology of all non voice services to be integrated to further diagnose customers profile and to better analyze customers. Thus, all information required by the customer could be responded promptly. “For Financial Services Industry, we are ready to assist the clients, both the existing clients and the candidates to welcome Financial Technology (FinTech) era since everything is now digital and seamless,” said Deddy.

Meanwhile, Wani Sabu said that Halo BCA has conducted an innovation to improve its services. “For innovation, we should be in partner. And for Contact Center, we are being supported by PT VADS Indonesia,” she said. For innovation, it is not merely purchasing information technology (IT) devices, but it is more important on how to manage it.  For customer services in social media including the human resources and the business process, Halo BCA is in partner with by PT VADS Indonesia. “We are the one who prepare the key performance indicator, “she said.

Legowo Kusumonegoro, President Director MAMI, explained that after his company was in partner with PT VADS Indonesia for Contact Center services such as telephone, facsimile, and email, this investment manager company received many advantages. The most obvious advantage is that MAMI has been able to reach wider market through Contact Center. Its investors have been increasing and the business performance has been improving. “The number of MAMI’s mutual fund investors is 185 thousand. The managing fund has also increased 15.5% from IDR 44.6 trillion in 2015 into IDR 51.5 trillion in 2016,” he said.

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