Jakarta, February 28, 2022 - Angkasa Pura Airports Contact Center 172 (CC 172) won 2nd place in the Contact Center Service Excellence Award (CCSEA) 2022 with a rating “Mostly Happier Customers” for the Public Service category. Based on the assessment results from the Carre Center for Customer Satisfaction and Loyalty (CCSL) in collaboration with Marketing Magazine, CC 172 achieved a Center Service Excellence Index (CCSEI) score of 98.070 with an exceptional grade or higher than the average score of industries of 96.154.
“This achievement is an appreciation for Angkasa Pura Airports commitment to providing the best service to all airport service users through CC 172 available 24 hours a day via telephone service at number 172, e-mail cc172@ap1.co.id, Facebook Angkasa Pura 172, Twitter @angkasapura172, and Instagram @angkasapura172,” AP I President Director Faik Fahmi said.
CC 172 was launched in 2016 to provide service convenience for airport service users in the 15 managed airports to respond to questions on operational and flight requirements, handle complaints, and receive aspirations in a quick and accurate manner.
Currently, CC 172 has also transformed not only to support services to airport service users but also to support various activities with the AP I’s main stakeholders, including as a Contact Center in the Girls Take Over (GTO) 2021 organized in a collaboration between Ministry of SOEs, Srikandi BUMN, and Plan Indonesia to support gender equality in the world of work.
Throughout 2021, CC 172 has served 297,828 feedback from service users, consisting of 88,355 feedback (30%) via Customer Service Counters at 15 airports and 83,957 feedback (28%) via CC 172. Of the total feedback, 271,015 feedback (91%) were requests for information on flight requirements during the COVID-19 pandemic, Rapid Tests at airports, and passenger inspection procedures.
“We are grateful that amid the COVID-19 pandemic, we can continue to help meet the flight information needs in an accurate and quick manner for all service users. We hope that all of CC 172 services can support the achievement of customer satisfaction at the managed airports in a sustainable manner,” Faik Fahmi added.
The CCSEA 2022 assessment was based on the research results on customer satisfaction and loyalty upon monitoring and performance assessment of 362 Contact Centers, 59 e-mail Customer Service, 47 Twitter Services, and 8 Chat Services in Indonesia during January-December 2021. Based on the research results and assessment during the period, it was obtained Service Level Index was called Contact Center Service Excellence Index (CCSEI) and was used as a benchmark to measure the performance of existing contact centers. There were three important indicators in the Contact Center assessment, namely Access, System and Procedure, and Human Resources.
