Jakarta, 24 September 2026 – transcosmos Indonesia (TCID) has once again received recognition at the Best Contact Center Indonesia (TBCCI) 2026, organized by the Indonesia Contact Center Association (ICCA), winning Gold in the Business Contribution category and Silver in the People Development category.

The two awards recognize transcosmos Indonesia’s contribution to creating value for business partners through operational transformation, while building human resource capabilities that support sustainable business growth.

TBCCI is an awards program that recognizes companies and individuals demonstrating excellence in the contact center industry through innovation, operational quality, business contribution, and human resource development.

Vice President Director of transcosmos Indonesia, Ardi Sudarto, said, “This achievement demonstrates how the role of the contact center continues to evolve. A contact center is no longer viewed solely as an operational function, but can become part of a business strategy that delivers tangible contributions. At the same time, such transformation can only be sustained when supported by people with the right competencies, adaptability, and opportunities to grow.”

Driving the Contact Center to Become a Strategic Business Partner

In the Business Contribution category, transcosmos Indonesia presented its transformation journey with one of Indonesia’s largest automotive manufacturers, demonstrating how the contact center has evolved into a strategic business partner.

Through the use of technology and process optimization, TCID helped improve operational efficiency while supporting the client’s business activities. From January to June 2026, these initiatives contributed to the company’s revenue through referrals, lead follow-up, and digital service bookings. On the efficiency side, the initiatives also generated estimated cost savings that increased by 17% compared with the same period in the previous year.

transcosmos Indonesia helped expand the role of the contact center from a service function into a strategic business partner. This transformation enables the contact center not only to maintain service quality, but also to make a broader contribution to the operational effectiveness and business growth of its partners.

Through this case study, transcosmos Indonesia demonstrated how contact center transformation can create business value by connecting customer experience, operational efficiency, and business needs within an integrated service ecosystem.

Building a Talent Development Pathway to Support Operational Growth

Meanwhile, in the People Development category, transcosmos Indonesia highlighted its human resource development approach, designed to address evolving business and operational needs.

The development program goes beyond training by establishing a more comprehensive process, from preparing employees and strengthening competencies to developing managerial capabilities and creating career pathways toward leadership positions.

This approach has encouraged transcosmos Indonesia to further strengthen its talent development efforts. The proportion of internal promotions more than doubled, from 20.62% in 2024 to 49.29% in 2025. This achievement reflects the effectiveness of internal talent development in preparing employees to take on leadership positions.

Through this approach, transcosmos Indonesia ensures that human resource development progresses alongside business growth by building capabilities that are relevant to operational needs while preparing employees to address future challenges.

Chairman of ICCA, Andi Anugrah, said, “transcosmos Indonesia demonstrates that the contribution of the contact center to a company can extend beyond its service function. In the Business Contribution category, they were able to demonstrate how operational capabilities can create a broader impact on business needs. Meanwhile, in People Development, their approach highlights the importance of developing talent from within the organization to enable sustainable growth.”

The two awards reflect transcosmos Indonesia’s approach of positioning business performance and people development as interconnected elements.

“For us, these awards are not only about the results we have achieved, but also about how we continue to grow together with our clients, employees, and the industry. We will continue to integrate people and technology, along with business capabilities, to create greater and more sustainable value,” Ardi concluded.

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

***

About transcosmos Indonesia

Established in 2013, transcosmos Indonesia specializes in digital business services, customer experience, and business process outsourcing (BPO). The company employs more than 4,000 professionals across three operational sites in Jakarta, Semarang, and Yogyakarta. Serving clients across diverse industries, including e-commerce, retail, telecommunications, banking, and insurance, transcosmos Indonesia provides a comprehensive portfolio of services, including contact center operations, digital marketing, e-commerce support, data entry, IT support, and other business process solutions.

About transcosmos Inc.

Since its establishment in 1966, transcosmos Inc. has combined skilled professionals with advanced technologies to deliver high-value services that enhance clients' competitive advantage. Today, the company supports clients' business operations through 181 offices across 35 countries, focusing on driving sales growth and optimizing operational costs.

With a strong presence across Asia, transcosmos continues to improve operational efficiency while supporting clients worldwide. In response to the rapid growth of global e-commerce, the company provides comprehensive cross-border e-commerce solutions that help clients deliver outstanding products and services to consumers in 46 countries and regions. transcosmos strives to become clients' trusted Global Digital Transformation Partner, supporting business transformation through digital technologies while helping organizations navigate an increasingly dynamic business environment.

For more information, visit: https://www.trans-cosmos.co.jp/english/