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Technical Meeting
September 2020
Oktober 2020
November 2020
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7 Technical Meeting (online) 1 - 2 Upload Video Individual 2 - 4 Lomba Korporat (Q & A online) 8 - 10 Tryout Teamwork (online) 5 - 8 Lomba Individual (online) 9 - 11 Lomba Korporat (Q & A online) 14-17 Tryout Individual (online) 12-15 Lomba Individual (online) 19 Seminar Virtual
23 Test Online Individual 19-23 Upload Video Korporat 20 Gala Dinner 28-30 Upload Video Individual 26-27 Lomba Teamwork (online)
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Korporat Teamwork
Lomba Teamwork
Lomba Online
Tryout Online
Pengumuman
Pemenang
26 - 27 Oktober
Aplikasi Lomba
Menggunakan Aplikasi
Scorecard Teamwork
Menggunakan ZOOM
video conference
Peserta Lomba Teamwork
PERUSAHAAN Quality Reporting Scheduling Smart Team Telesales
ASDP INDONESIA FERRY 1
BANK BRI 1
BANK CENTRAL ASIA 1 1 1 1 1 BANK INDONESIA 1 1 1 1 1 BANK TABUNGAN NEGARA 1
BFI FINANCE INDONESIA 1
BPOM 1
CAKRA RADHA MUSTIKA 1 CHUBB GENERAL INSURANCE INDONESIA 1 1 1
DIRJEN PERIMBANGAN KEUANGAN 1
INDONESIA COMNET PLUS 1 JARING SYNERGI MANDIRI 1
PGN 1
PLN 1 1
LOMBA SMART TEAM
Soal Online
Peserta
Input Jawaban
Online
Nilai Tertinggi
Pemenang
LOMBA TELESALES
Peserta
Prospek
Input Penjualan
Online
Nilai = Kesepakatan Penjualan
LOMBA SCHEDULING
Penilaian
Online
Input Hasil
Online
Pembuatan
Jadwal
Online
Peserta
Mendapatkan
Data
LOMBA REPORTING
Penilaian
Online
Pengolahan
Data Online
Peserta
Mendapatkan
Data
Input Hasil
Online
LOMBA QUALITY ASSURANCE
Penilaian Online
Soal Online
Penilaian
Rekaman Online
Peserta
Mendapatkan
Rekaman
Jadwal Pembekalan & Tryout Teamwork
KATEGORI PESERTA JAM 8 SEP 9 SEP 10 SEP
Quality Team 4 13:30 - 15:30 4 Reporting Team 5 09:00 - 11:30 5 Scheduling Team 4 13:30 - 15:30 4 Smart Team 7 09:00 - 11:30 7 Telesales Team 5 13:30 - 15:30 5 Total 25 4 9 12
Jadwal Lomba Teamwork
KATEGORI PESERTA 26 Okt 27 Okt KETERANGAN
Quality Team 4 09:00 - 11:30 Aplikasi Quality, Headset, Aplikasi Zoom & Notebook Reporting Team 5 13:00 - 15:30 Aplikasi Score, G-Sheet, Aplikasi Zoom & Notebook Scheduling Team 4 09:00 - 11:30 Aplikasi Score, G-Sheet, Aplikasi Zoom & Notebook
Smart Team 7 13:00 - 15:30 Aplikasi Score, Aplikasi Zoom & Notebook
Telesales Team 5 13:00 - 16:00 Aplikasi Score, Telephone atau WhatsApp, Aplikasi Zoom & Notebook
Pemenang & Hadiah Teamwork
No Deskripsi Hadiah Plakat Pemenang Sertifikat Peserta
1 Pemenang PLATINUM 2 gr √ √ 2 Pemenang GOLD 2 gr √ √ 3 Pemenang SILVER 1 gr √ √ 4 Pemenang BRONZE 1 gr √ √
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Korporat Program
Lomba Korporat Program
OPERATIONS CONTRIBUTIONBUSS INNOVATIONTECH
PEOPLE DEVELOPMENT CUSTOMER EXPERIENCE EMPLOYEE ENGAGEMENT DIGITAL MEDIA
Tahapan Lomba Korporat Program
Tanya Jawab Online
dengan Dewan Juri
2 - 11 Nov
Upload Video
Presentasi
19 - 23 Okt
Lomba Korporat Program
Video Conference
Max. 2 Orang Presentasi
Max. 8 Orang Pendamping Wawancara
Max. 30 Menit Video Presentasi
Max. 45 Menit Tanya Jawab
Materi Presentasi Program
Video Presentasi
Background &
Data Analysist Objective Creativity Key Activities
Key Resources ResponsibilitiesKey Key Performance
Indicators Result
COMPANY ContributionBusiness ExperienceCustomer Digital Media Technology Innovation EngagementEmployee DevelopmentPeople Operations
BANK INDONESIA 3B 2E 10C 10A
BHINNEKA LIFE INDONESIA 11D 10B
BTPN Care 10A 10C
ENSEVAL PUTERA MEGATRADING 4E 10D
PLN 4D 2E 2C 3F 9D 11A 10E
NESTLE INDONESIA 10F
BLIBLICOM 2B 2D 4A 9E 11B 9A
OVO 2F 9F 11C 9B
GLOBAL TIKET NETWORK 2A 9C
BANK CENTRAL ASIA 4A 2A 3C 3D 9A 10D 9D
COCA-COLA AMATIL INDONESIA 4B 2C 4C 9B 10E 9E
LINKNET (FIRST MEDIA) 4C 2D 2B 3E 9C 10F 9F
BANK TABUNGAN NEGARA 11E
BANK NEGARA INDONESIA 3A 4B
BANK CIMB NIAGA 4D
DITJEN PERBENDAHARAAN - KEMENKEU 4E
WYETH NUTRITION SDUAENAM 3E 4F
TAKAFUL KELUARGA 2F
BANK BRI 3B
AXA FINANCIAL INDONESIA 3A
BNI LIFE INSURANCE 3C
XIAOMI TECHNOLOGY INDONESIA 3D
DHL EXPRESS 10B
Kategori Program : CX & BC
No Awal Akhir 2 Nov 3 Nov 4 Nov
1 08.00 09.15 BANK CENTRAL ASIA AXA FINANCIAL INDONESIA BANK CENTRAL ASIA
2 09.20 10.35 BLIBLICOM BANK INDONESIA COCA-COLA AMATIL INDONESIA 3 10.40 11.55 COCA-COLA AMATIL INDONESIA BNI LIFE INSURANCE LINKNET (FIRST MEDIA)
BREAK BREAK BREAK 4 13.00 14.15 LINKNET (FIRST MEDIA) XIAOMI TECHNOLOGY INDONESIA PLN
5 14.20 15.35 PLN WYETH NUTRITION SDUAENAM ENSEVAL PUTERA MEGATRADING 6 15.40 16.55 OVO
Kategori Program : DM & TI
No Awal Akhir 2 Nov 3 Nov 4 Nov
1 08.00 09.15 GLOBAL TIKET NETWORK BANK NEGARA INDONESIA BLIBLICOM
2 09.20 10.35 LINKNET (FIRST MEDIA) BANK BRI BANK NEGARA INDONESIA 3 10.40 11.55 PLN BANK CENTRAL ASIA COCA-COLA AMATIL INDONESIA
LUNCH LUNCH LUNCH
4 13.00 14.15 BLIBLICOM BANK CENTRAL ASIA BANK CIMB NIAGA
5 14.20 15.35 BANK INDONESIA LINKNET (FIRST MEDIA) DITJEN PERBENDAHARAAN - KEMENKEU 6 15.40 16.55 TAKAFUL KELUARGA PLN WYETH NUTRITION SDUAENAM
Kategori Program : OPS
No Awal Akhir 9 Nov 10 Nov
1 08.00 09.15 BLIBLICOM BANK INDONESIA
2 09.20 10.35 OVO BHINNEKA LIFE INDONESIA 3 10.40 11.55 GLOBAL TIKET NETWORK BTPN Care
BREAK BREAK
4 13.00 14.15 BANK CENTRAL ASIA ENSEVAL PUTERA MEGATRADING 5 14.20 15.35 COCA-COLA AMATIL INDONESIA PLN
Kategori Program : EE & PD
No Awal Akhir 9 Nov 10 Nov 11 Nov
1 08.00 09.15 BANK CENTRAL ASIA BTPN Care PLN
2 09.20 10.35 COCA-COLA AMATIL INDONESIA DHL EXPRESS BLIBLICOM 3 10.40 11.55 LINKNET (FIRST MEDIA) BANK INDONESIA OVO
BREAK BREAK BREAK
4 13.00 14.15 PLN BANK CENTRAL ASIA BHINNEKA LIFE INDONESIA 5 14.20 15.35 BLIBLICOM COCA-COLA AMATIL INDONESIA BANK TABUNGAN NEGARA 6 15.40 16.55 OVO LINKNET (FIRST MEDIA)
Penilaian Korporat Program
NO. PARAMETER % 1 BACKGROUND 2,50% 2 DATA ANALYSIST 5,00% 3 OBJECTIVE 10,00% 4 CREATIVITIES 17,50% 5 KEY ACTIVITIES 10,00% 6 KEY RESPONSIBILITIES 10,00% 7 KEY RESOURCES 10,00%8 KEY PERFORMANCE INDICATORS 17,50% 9 RESULT / ACHIEVEMENTS 15,00% 10 ADDITIONAL INFORMATION 2,50%
Ketentuan Pemenang
PLATINUM GOLD SILVER BRONZE
80-89
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Individual
Tahapan Lomba Individual
Ujian Online
23 Sep
Tryout Online
14 - 17 Sep
Tanya Jawab
Online dengan
Moderator
5 - 15 Okt
Upload Video
Presentasi
28 Sep - 2 Okt
Bobot Nilai Individual
Video Presentasi
Ujian Online
10%
45%
Sesi Tanya Jawab
Aplikasi Ujian
Menggunakan Aplikasi
Ujian Online
Menggunakan ZOOM
video conference
Soal Pilihan Ganda
40
Soal Sebab Akibat
MATERI UJIAN Agent Inbound, English, Premium, Back Office Cust Service & TL CS Telemarketing, TL Outbound Agent Digital & TL Digital
PELAYANAN 5 10 5 5
PROGRAM OUTBOUND 5
TUGAS & TANGGUNG JAWAB 5 5 5 5 KOMPETENSI 10 10 10 15 SERVICE QUALITY 5 5 5
TEKNOLOGI 5 5 5 5
KEY PERFORMANCE INDICATOR 10 5 10 5 ANALISIS DATA 10 10 10 10
TOTAL 50 50 50 50
MATERI UJIAN Team Leader, Quality Assurance, Trainer BTB Leader / BTB Support Supervisor, Manager, BTB Manager IT Support, Desk Control
TUGAS & TANGGUNG JAWAB 5 5 5 5
KOMPETENSI 5 5 5 5
TEKNOLOGI 5 5 5 5
ANALISIS KPI AGENT 5 5
ANALISIS CUST SATISFACTION 5 5 5 5 ANALISIS PELAYANAN 5 5 5 5 ANALISIS SERVICE LEVEL 10 10 10 10 ANALISIS KPI CONTACT CENTER 5 5 5 5
ANALISIS QUALITY 5 5 5 5 ANALISIS SCHEDULING 5 5
TOTAL 50 50 50 50
Upload Video Persentasi
Video
Presentasi
Upload Video
Penilaian
Tanya Jawab Online (Video Conference)
Moderator
Peserta
Juri
Juri
Tryout Kategori Individual
No Soal Kategori Peserta Sesi 14 Sep 15 Sep 16 Sep 17 Sep
1 Inbound Agent Inbound, Back Office, Agent Premium, Agent English, BTB Agent, BTB Back Office 87 Tryout 08:30-10:00 Pembahasan 10:00-12:00 2 Digital Agent Digital, Team Leader Digital 26 Tryout 08:30-10:00 Pembahasan 13:30-15:30
3 Outbound Telemarketing & Team Leader Outbound 18 Tryout 08:30-10:00 Pembahasan 10:00-12:00 4 Customer Service Customer Service & Team Leader Cust Service, BTB Cust Service 21 Tryout 08:30-10:00 Pembahasan 13:30-15:30 5 Leader Team Leader Inbound, Supervisor & Manager, BTB Leader, BTB Manager 65 Tryout 09:00-12:00
Pembahasan 13:00-17:00
6 Support Quality Assurance, IT Support, Desk Control & Trainer, BTB Support 48 Tryout 09:00-12:00 Pembahasan 13:00-17:00
Peserta Individual Best of the Best (BTB)
NO KATEGORI AWAL PESERTA KATEGORI GABUNGAN PESERTA
1 BTB Agent Inbound 5
Best of Best Agent 7 2 BTB Telesales 1
3 BTB Digital 1
4 BTB Back Office 5 BTB Back Office 5 5 BTB Customer Service 5 BTB Customer Service 5 6 BTB Team Leader 3 BTB Leader 8 7 BTB Supervisor 3 8 BTB TL Cust Service 2 9 BTB Manager 4 BTB Manager 4 10 BTB Desk Control 1 BTB Support 4 11 BTB Quality Assurance 2 12 BTB Trainer 1
Peserta Individual Regular
NO KATEGORI PESERTA S/M L 1 Desk Control 10 2 IT Support 6 3 Manager 14 2 12 4 Quality Assurance 17 6 11 5 Supervisor 21 8 13 6 Team Leader Customer Service 47 Team Leader Digital 9
8 Team Leader Inbound 19 8 11 9 Team Leader Outbound 5
10 Trainer 11
NO KATEGORI PESERTA S/M L Badan Lembaga
11 Agent Digital Media 11
12 Agent Digital Publik 6 2 4 13 Agent English 12 6 6
14 Agent Inbound 22 13 9 15 Agent Premium 13 10 3
16 Agent Inbound Publik 11 5 6 17 Back Office 17 10 7
18 Customer Service 11 3 4 3 1 19 Telemarketing 10
Peserta Individual Regular
NO KATEGORI PESERTA S/M L 1 Desk Control 10 2 IT Support 6 3 Manager 14 4 Quality Assurance 17 6 11 5 Supervisor 21 8 13 6 Team Leader Customer Service 47 Team Leader Digital 9
8 Team Leader Inbound 19 8 11 9 Team Leader Outbound 5
10 Trainer 11
NO KATEGORI PESERTA S/M L
11 Agent Digital Media 11 12 Agent Digital Publik 6
13 Agent English 12 6 6 14 Agent Inbound 22 13 9 15 Agent Premium 13
16 Agent Inbound Publik 11
17 Back Office 17 10 7 18 Customer Service 11
Kategori Regular BTB Total 23 Sep Waktu Ujian Keterangan
INBOUND 75 12 87 08:00 - 10:00 60 menit
Ujian Online menggunakan jaringan internet dan menggunakan notebook
peserta.
Peserta harus terkoneksi dengan jaringan video conferencce (ZOOM) DIGITAL 26 26 10:00 - 12:00 60 menit CUST SERVICE 15 6 21 OUTBOUND 18 18 LEADER 54 11 65 13:00 - 16:00 120 menit SUPPORT 44 4 48 TOTAL 232 33 265
Pembekalan Juri Vote Lock Individual
No Kategori Jumlah 29 Sep
1 Juri Pengurus 11
Jam 16:00 - 17:30 2 Juri Wakil Perusahaan 26
3 Juri Anggota ICCA 18
Kategori Individual - Video & Fishbowl (Leader / Support)
No Awal Akhir Pagi
1 08.05 08.40 Peserta 1 2 08.45 09.20 Peserta 2 3 09.25 10.00 Peserta 3 4 10.05 10.40 Peserta 4 5 10.45 11.20 Peserta 5 6 11.25 12.00 Peserta 6
No Awal Akhir Siang
7 13.00 13.35 Peserta 7 8 13.40 14.15 Peserta 8 9 14.20 14.55 Peserta 9 10 15.00 15.35 Peserta 10 11 15.40 16.15 Peserta 11 12 16.20 16.55 Peserta 12
Kategori Individual - Video & Fishbowl (Staff)
No Awal Akhir Pagi
1 08.00 08.25 Peserta 1 2 08.30 08.55 Peserta 2 3 09.00 09.25 Peserta 3 4 09.30 09.55 Peserta 4 BREAK 5 10.00 10.25 Peserta 5 6 10.30 10.55 Peserta 6 7 11.00 11.25 Peserta 7 8 11.30 11.55 Peserta 8
No Awal Akhir Sore
9 13.00 13.25 Peserta 13 10 13.30 13.55 Peserta 14 11 14.00 14.25 Peserta 15 12 14.30 14.55 Peserta 16 13 15.00 15.25 Peserta 17 BREAK 14 15.30 15.55 Peserta 18 15 16.00 16.25 Peserta 19 16 16.30 16.55 Peserta 20
Jadwal Kategori Individual
No Kategori Tahap 1 Eliminasi Tahap 2 Sesi 5/10 5/10 5/10 6/10 6/10 6/10 7/10 7/10 7/10 8/10 8/10 8/10
1 BTB Leader 7 7 Pagi 7 2 BTB Manager 4 4 Siang 4 3 BTB Support 4 4 Pagi 4 4 IT Support 6 6 Siang 6 5 Manager 14 2 12 12 6 Supervisor 10 10 10 7 Supervisor Large 11 1 10 10 8 Desk Control 10 1 9 9
9 Quality Assurance Large 11 11 11
10 Quality Assurance 6 6 Pagi 6 11 Team Leader Outbound 5 5 Siang 5
12 Team Leader Cust Service 4 4 Pagi 4 13 Team Leader Inbound 8 8 Siang 8
14 Team Leader Digital 9 9 9
15 Team Leader Inbound Large 11 1 10 10
16 Trainer 11 11 11
Jadwal Kategori Individual
No Kategori Tahap 1 Eliminasi Tahap 2 Sesi 12/10 12/10 12/10 13/10 13/10 13/10 14/10 14/10 14/10
17 Agent Inbound Large 9 9 Pagi 9 18 Back Office Large 7 7 Siang 7
19 BTB Back Office 5 5 Pagi 5 20 Back Office 10 1 9 Siang 9
21 BTB Agent Inbound 7 7 Pagi 7 22 Agent Inbound Publik 11 1 10 Siang 10
23 BTB Customer Service 6 6 Pagi 6 24 Customer Service 11 1 10 Siang 10
25 Agent Inbound Small 13 13 13
26 Agent Premium 13 13 13
27 Agent Digital 11 1 10 Pagi 10 28 Agent Digital Publik 6 6 Siang 6
29 Telemarketing 13 13 13
30 Agent English 6 6 Pagi 6 31 Agent English Large 6 6 Siang 6
Penilaian Leader / Support
NO MATERI PRESENTASI BOBOT VIDEO
1 PROFILE PESERTA 2,5% 2 TUGAS & TANGGUNG JAWAB 2,5% 3 KOMPETENSI 5% 4 LATAR BELAKANG PROGRAM KERJA 10% 5 DATA PENDUKUNG PROGRAM KERJA 10% 6 KREATIVITAS DALAM PROGRAM KERJA 20% 7 HASIL ATAU MANFAAT DARI PROGRAM KERJA 20% 8 PENGEMBANGAN DIRI 5% 9 KINERJA (MIN. 4) 20% 10 MOTIVASI PELAYANAN 5%
TOTAL 100%
NO MATERI PRESENTASI WAWANCARABOBOT
1 PERKENALAN 5% 2 KEMAMPUAN MEMAHAMI PERTANYAAN MODERATOR 20% 3 KEMAMPUAN MENJELASKAN 25% 4 PEMILIHAN KATA & KALIMAT 5% 5 KESESUAIAN JAWABAN DGN PERTANYAAN 25% 6 KELENGKAPAN JAWABAN 20%
Penilaian Agent
NO MATERI PRESENTASI BOBOT VIDEO
1 PROFILE PESERTA 2,5% 2 TUGAS & TANGGUNG JAWAB 2,5% 3 KOMPETENSI 5% 4 LATAR BELAKANG PENGALAMAN PELAYANAN 10% 5 KREATIVITAS DALAM PENGALAMAN PELAYANAN 25% 6 HASIL ATAU MANFAAT DARI PENGALAMAN
PELAYANAN 20% 7 PENGEMBANGAN DIRI 5% 8 KINERJA (MIN. 4) 25% 9 MOTIVASI PELAYANAN 5%
TOTAL 100%
NO MATERI PRESENTASI WAWANCARABOBOT
1 PERKENALAN 5% 2 KEMAMPUAN MEMAHAMI PERTANYAAN MODERATOR 20% 3 KEMAMPUAN MENJELASKAN 25% 4 PEMILIHAN KATA & KALIMAT 5% 5 KESESUAIAN JAWABAN DGN PERTANYAAN 25% 6 KELENGKAPAN JAWABAN 20%
Jumlah Peserta & Pemenang
No Kategori Tahap 1 Eliminasi Tahap 2 Pemenang
1 BTB Leader 7 7 4 2 BTB Manager 4 4 2 3 BTB Support 4 4 2 4 IT Support 6 6 4 5 Manager 14 2 12 4 6 Supervisor 10 10 4 7 Supervisor Large 11 1 10 4 8 Desk Control 10 1 9 4 9 Quality Assurance Large 11 11 4 10 Quality Assurance 6 6 4 11 Team Leader Outbound 5 5 3 12 Team Leader Cust Service 4 4 2 13 Team Leader Inbound 8 8 4 14 Team Leader Digital 9 9 4 15 Team Leader Inbound Large 11 1 10 4 16 Trainer 11 11 4
131 5 126 57
No Kategori Tahap 1 Eliminasi Tahap 2 Pemenang
17 Agent Digital 11 1 10 4 18 Agent Digital Publik 6 6 4 19 Agent English 6 6 4 20 Agent English Large 6 6 4 21 Agent Inbound Large 9 9 4 22 Agent Inbound Publik 11 1 10 4 23 Agent Inbound Small 13 13 4 24 Agent Premium 13 13 4 25 Back Office 10 1 9 4 26 Back Office Large 7 7 4 27 BTB Agent Inbound 7 7 4 28 BTB Back Office 5 5 3 29 BTB Customer Service 6 6 4 30 Customer Service 11 1 10 4 31 Telemarketing 13 13 4 Total 134 4 130 59
Pemenang & Hadiah Individual
No Deskripsi Peserta >= 6 Peserta < 6 Medali PemenangSertifikat Certified Contact Center Sertifikat Peserta
1 Pemenang PLATINUM 3 gr 2 gr √ √ √ 2 Pemenang GOLD 2 gr 1,5 gr √ √ √ 3 Pemenang SILVER 1 gr 1 gr √ √ √ 4 Pemenang BRONZE 0,5 gr 0,5 gr √ √ √ 5 Nilai Ujian Online >= 70 √ √ 6 Nilai Ujian Online < 70 √
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Top 10
Pemenang & Hadiah Individual
No Deskripsi Platinum Gold Silver Bronze
1 Pemenang Grand Champion 2 Pemenang Runner Up 1 3 Pemenang Runner Up 2 4 Pemenang Runner Up 3 5 Pemenang Runner Up 4 6 Pemenang Runner Up 5 7 Pemenang Runner Up 6 8 Pemenang Runner Up 7 9 Pemenang Runner Up 8 10 Pemenang Runner Up 9
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Seminar & Pengumuman Pemenang
Seminar Nasional - Online (19 November 2020)
No Awal Akhir Agenda Oleh Keterangan
1 09.00 09.15 Pembukaan
2 09.15 10.15 Customer Experiences Transformation 3 10.15 11.15 Analytics and Customer Insight
4 11.15 12.00 Artifical Intelligent Istirahat
5 13.15 14.00 Contact Center Business Continuity Plan 6 14.00 14.45 Business Process Outsourcing
Penghargaan - Online (20 November 2020)
No Awal Akhir Agenda Oleh Keterangan
1 13.30 14.00 Pembukaan
2 14.00 15.00 Pengumuman Pemenang Individual Leader 3 15.00 16.00 Pengumuman Pemenang Individual Agent 4 16.00 17.00 Pengumuman Pemenang Teamwork
Sholat & Istirahat
5 19.15 20.45 Pengumuman Pemenang Korporat 6 20.45 21.15 Pengumuman Top 10
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