Jakarta, 26 September 2024 - For the second consecutive year, transcosmos Indonesia (TCID) has achieved recognition at The Best Contact Center Indonesia (TBCCI) awards. After winning in the Contact Center Operations category last year, TCID reaffirmed its industry leadership this year by securing Gold awards in both Quality Management and Employee Engagement. These achievements further strengthen TCID’s position as one of Indonesia’s leading contact center companies consistently delivering world-class service standards.

TBCCI is a prestigious annual competition that celebrates excellence in customer service among companies and individuals. Organized by the Indonesia Contact Center Association (ICCA), the event attracts participants from state-owned enterprises, ministries, and private corporations, with thousands of professionals competing across various categories.

TCID President Director, Ardi Sudarto said, “These awards reinforce our focus on two fundamental pillars — people and technology. Consistently earning recognition in the Operations and Quality Management categories over the past two years demonstrates that our efforts to maintain operational quality standards are both measurable and acknowledged. Meanwhile, through Employee Engagement, we continue to foster a healthy, collaborative, and growth-oriented work culture. Both elements are essential to delivering high-value services for our clients.”

In the Quality Management category, TCID showcased best practices in maintaining and enhancing service quality within contact center operations. Through a structured evaluation system, continuous coaching, and technology-driven performance support, TCID has successfully ensured consistent and improving service quality over time.

One of the case studies presented featured TCID’s Quality Management implementation for a global e-commerce company operating in 62 countries with over 100 million customers. The case demonstrated how TCID maintained consistent quality on a large scale, improved agent capability (reflected in higher Case Per Day performance), and strengthened client trust through compliance with data security standards such as ISO 27001.

In the Employee Engagement category, TCID stood out for its people-centered strategy. Initiatives such as continuous training and mentoring programs, internal engagement activities, and two-way communication mechanisms have been consistently implemented to build a collaborative and supportive work environment. This approach has proven effective in promoting both employee well-being and productivity.

Ketua ICCA, Andi Anugrah, acknowledged TCID’s achievement, “transcosmos Indonesia earned Gold in Quality Management for demonstrating consistency in maintaining service standards while driving relevant innovations. Their case study showed that TCID’s Quality Management practices can be effectively applied at scale.”

Through these recognitions, TCID reaffirms its commitment to integrating technological innovation with human capital development — aligning with its vision to deliver excellent and sustainable contact center solutions.

“These two awards are not only a recognition of our work but also a motivation for our entire team to keep improving and innovating. We believe continuous investment in people and technology will create a positive impact not only for our employees and business partners but also for Indonesia’s contact center industry as a whole,” Ardi concluded.

transcosmos Indonesia is a customer experience and digital business service provider, and a subsidiary of transcosmos Inc., a Japan-based company founded in 1966. transcosmos Indonesia delivers integrated services to support various aspects of clients’ businesses, including CX technologies. For more information, visit the transcosmos Indonesia, transcosmos Indonesia Instagram, dan transcosmos Indonesia LinkedIn.

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About transcosmos Indonesia

Established in 2013, transcosmos Indonesia specializes in digital business services and customer experience. The company employs over 4,000 people across three locations in Indonesia: Jakarta, Semarang, and Yogyakarta. Trusted by clients from various industries—including e-commerce, retail, telecommunications, banking, automotive, insurance, and heavy equipment—transcosmos Indonesia offers a wide range of services, including contact center operations, digital marketing, e-commerce support, data entry, IT support, and more.

About transcosmos inc.

Since 1966, transcosmos Inc. has combined talented human resources and the latest technologies to deliver high-value services that enhance clients’ competitive edge. Today, transcosmos supports clients’ business processes—focusing on sales growth and cost optimization—through 181 offices across 35 countries. With the majority of its operations based in Asia, transcosmos continues to drive operational efficiency in supporting its clients. In line with the growing global e-commerce market, transcosmos offers comprehensive global e-commerce services, helping clients deliver their products and services to consumers in 46 countries worldwide. The company aspires to be a “Global Digital Transformation Partner” for its clients, supporting their transformation with digital technologies and adapting to the ever-changing business environment. Visit us at: https://www.trans-cosmos.co.jp/english/