THE BEST
THE BEST CONTACT CENTER INDONESIA 2017
INSTRUCTION
● This template should be used Only for The
Best Employee Engagement category.
● Template can be modified, subject to your
company template or regulation.
● Please do not change the sequence of
content to avoid misunderstanding of evaluators.
● All information and data that presented have
to be in period of Jan to Dec 2016 or Jul 2016 to Jun 2017.
● Estimated time to present, include Question
COMPANY NAME
Award, Reward & Incentives,
Engagement (Participation)
THE BEST CONTACT CENTER INDONESIA 2017
1. BACKGROUND
• Please explain the background and analysis of
THE BEST CONTACT CENTER INDONESIA 2017
2. OBJECTIVE
• Please describe the objectives, targets and
THE BEST CONTACT CENTER INDONESIA 2017
3. CREATIVITIES
• Please describe the detail concept of this
program, includes scope of program,
THE BEST CONTACT CENTER INDONESIA 2017
4. KEY ACTIVITIES
• Please describe the type of activities and
THE BEST CONTACT CENTER INDONESIA 2017
5. KEY RESPONSIBILITIES
• Please describe the role and responsibilites of
THE BEST CONTACT CENTER INDONESIA 2017
6. KEY RESOURCES
• Please describe the requirements of this
THE BEST CONTACT CENTER INDONESIA 2017
7. RESULT / ACHIEVEMENTS
• Please describe the achievement of this
program, includes impact on employee turnover, retention, satisfaction and
THE BEST CONTACT CENTER INDONESIA 2017
7.1 TURNOVER & RETENTION RATE
• Please provide number of agent that leave contact center and number of agent that provide services month by month within 1 year period.
KPI Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Total Agent
New Agent
Agent Resign
THE BEST CONTACT CENTER INDONESIA 2017
• Please provide methodology to measure employee
satisfaction index and employee engagement, include comparative performance achievement, before and after the implementation of development programs.
Key Performance
Indicators (KPI) Methodology
Before the program (by
date)
After the program (by
date)
Employee Satisfaction Index
Employee Engagement
Other KPI
THE BEST CONTACT CENTER INDONESIA 2017
8. KEY PERFORMANCE INDICATORS
• Please explain performance achievement,
THE BEST CONTACT CENTER INDONESIA 2017
9. ADDITIONAL INFORMATION
• Please provide any additional information as