Presentasi Raden Gunawan_AA International

PT AA International Indonesia

THE BEST CONTACT CENTER INDONESIA 2014

Kuala Lumpur Bangkok Jakarta Seoul Manila Singapore Hong Kong Taipei

Raden GunawanRaden GunawanAssistant Manager Contact Center Assistant Manager Contact Center


JUNIOR OFFICER

SENIOR OFFICER

EXECUTIVESENIOR

EXECUTIVE

ASSISTANT MANAGER

MANAGER

Promotion from Supervisor to Ass. Manager Officer Contact Center (Nov12-

May13)








KPI Oct’13 Nov’13

Des’13 Jan’14 Feb’1

4Mar‘1

4KPI (30%) Staff Discipline & Tardiness (SDT) 30% 30% 30% 24.29 24.29 30%

KPI (40%) Process Settlement Rate (PSR) - Call Metrics (CM)

40% 40% 40% 32.38 32.38 40%

KPI (30) Quality Service Index (QSI) - Call Quality (CQ)

30% 30% 30% 24.29 24.29 30%

Staff Performance Index (SPI) - 100% 100% 100% 100% 80.97

%80.97

% 100%




Documents

Presentasi Raden Gunawan_AA International