JAKARTA – Angkasa Pura Airports (Persero) won awards at The Best Contact Center Indonesia 2021. At the event organized by the Indonesia Contact Center Association (ICCA), the Company won awards in two categories, Silver award in the Best Contact Center Operations category and Bronze award in the Best Agent Inbound – Public category, achieved by Dwi Sinta Wardani.
The award achievement in 2021 repeated the record in 2018. This time, the Company won the Silver award in the Best Contact Center Operations category.
President Director of Angkasa Pura Airports (Persero), Faik Fahmi stated that this award is an appreciation for the company’s performance in serving customers. “The success in winning this award is a form of appreciation and recognition for the company’s performance and services to customers and airport service users, especially through Contact Center 172 (CC172) and the company’s official social media,” he said.
“Since its launch in 2016, CC172 has been excellent at providing service convenience for service users in answering questions, handling complaints, receiving aspirations, and primarily in providing information for service users with urgent need to access appropriate, fast, and accurate information in current era. Contact Center 172 personnel are quick and agile to serve users’ feedback at the 15 airports under the Company’s management. In addition to serving the information needs of service users, CC172 has also transformed into other things, including as a Contact Center in the Girls Take Over (GTO) activity through a collaboration between the Ministry of SOEs, Srikandi BUMN, and Plan Indonesia in supporting gender equality in world of work," Faik Fahmi added.
The awards were handed over on Monday (25/10) afternoon, at The Westin Jakarta, and was received directly by the Vice President Airport Branding and Service Experience of Angkasa Pura Airports (Persero), Yudhaprana Sugarda for the Best Contact Center Operations category, and by Herdanu Sri Novanto as Service Design and Implementation Senior Manager for The Best Agent Inbound - Public category.
Launched on February 20, 2016, CC172 operates in 15 airports under the management of Angkasa Pura Airports (Persero), and can be accessed by service users via phone at 172, e-mail: cc172@ap1.co.id, Facebook: AngkasaPura 172, Twitter: @angkasapura172, and Instagram: @Angkasapura172.
In the first semester of 2021, the Company received 128,432 feedbacks from service users and customers, of which 52,343 feedback (40.76%) were received through Counter Customer Service, and 28,274 feedback (22.01%) were received via CC172, of which 100% feedback have been served. Of the total feedback received during the first six months in 2021, 118,670 feedback (92.40%) were in the form of requests for information related to flight information, including flight requirements during the pandemic, information on rapid tests at airports, and passenger inspection procedures.
Founded in 2003, ICCA consists of institutions and companies from various industrial sectors in Indonesia, including banking, insurance, retail, manufacturing, energy, government, and telecommunications. ICCA membership is open to companies with a Contact Center. Took place in 2015, The Best Contact Center Indonesia has now entered its seventh year of awards.
“In the midst of a pandemic like today, it is crucial to meet the needs of flight and airport information for the public in general and airport service users in particular. Our commitment is to always be there and provide easy information services to achieve customer satisfaction, including through the Contact Center 172 as “A place to share your voice, appreciation, and experience,” Faik Fahmi concluded.
