Jakarta - 17 September 2024, transcosmos Indonesia (TCID) has won two prestigious awards at the 2024 The Best Contact Center Indonesia (TBCCI), organized by the Indonesia Contact Center Association (ICCA). The TBCCI recognizes companies for their dedication to delivering exceptional customer service and innovation in the contact center industry. TCID won the platinum award for the Contact Center Operations category and the silver award in the Employee Engagement category.

The Best Contact Center Indonesia is an annual competition designed to recognize companies and individuals who demonstrate excellence in customer service. This year, 68 companies participated in the competition, including state-owned enterprises and ministries, with a total of 1,114 participants.

TCID Vice President Director Ardi Sudarto, said, “These two awards reinforce our company's commitment to two key pillars, people and technology. TCID’s focus on sustainable employee development and continuous efforts to improve service quality through technological advancement have been the key factors in securing these awards.”

In the Contact Center Operations category, TCID successfully highlighted a case study on the implementation of AI and automation for one of its business partners. This technology optimized human resources by reducing traffic to agents by up to 41.5%, improving supervisor agent workload efficiency by 22.6%, and lowering operational costs by 30%. It also positively impacted the customer experience, by decreasing detractor scores in the speed of service category of NPS by more than 5%.

Meanwhile, in the Employee Engagement category, TCID showcased its strategic approach to fostering a company culture focused on employee development. Initiatives such as training programs, employee engagement through various initiatives, and enhanced internal communication were key elements recognized by the judges. By upholding the company's core values, TCID has successfully created a work environment that supports employee well-being and productivity.

Andi Anugrah, Chairman of ICCA, said, “TCID was awarded platinum in the Contact Center Operations category because they successfully combined operational excellence with the implementation of cutting-edge, relevant technology that has significantly impacted operations processes. In the Employee Engagement category, TCID demonstrated that they are capable of creating a work environment that actively engages employees and ensures that employees feel valued in achieving the company’s goals.”

“Both awards reflect our dedication to always delivering the best, both for our employees and business partners. We hope this achievement serves as motivation for the entire team to continue innovating and improving service quality,” concluded Ardi Sudarto.

With these awards, TCID is even more determined to integrate technological innovation and human resource development into every aspect of its operations, in line with the company’s vision and mission of focusing on people and technology. TCID is committed not only to maintaining excellent customer service standards but also to continuously driving improvements in operational quality that will positively impact its business partners, employees, and all stakeholders in the future.

transcosmos Indonesia (TCID) is a customer experience and digital business service provider and a subsidiary of transcosmos Inc., a company headquartered in Japan and established in 1966. Transcosmos Indonesia offers integrated services to support various aspects of clients' businesses, including CX technology. For more information, visit the transcosmos Indonesia website, Instagram, and LinkedIn.

About transcosmos Indonesia

Established in 2013, transcosmos Indonesia operates within the realms of digital business services and customer experience. With over 4,200 employees spread across three locations in Indonesia-Jakarta, Semarang, and Yogyakarta-transcosmos Indonesia has garnered trust from a diverse clientele spanning multiple industries such as e-commerce, retail, telecommunications, banking, and insurance. transcosmos Indonesia offers a wide range of services including contact center support, digital marketing, e-commerce assistance, data entry, IT support, and more, making it a reliable partner for businesses seeking comprehensive solutions.

About transcosmos inc.

Transcosmos launched its operations in 1966. Since then, we have combined superior “people” with up-to-date “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes focusing on both sales expansion and cost optimization through our 181 bases across 35 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of the e-commerce market on a global scale, transcosmos provides comprehensive One-Stop Global E-Commerce Services to deliver our clients' excellent products and services to consumers in 46 countries/regions around the globe. transcosmos aims to be the “Global Digital Transformation Partner” of our clients, supporting the clients’ transformation by leveraging digital technology, and responding to the ever-changing business environment. Visit us here https://www.trans-cosmos.co.jp/english/