The Global Service Index Awards
Background
In 2006, OmniTouch International launched the Mystery Shopper based Global Service Index (GSI) Study to benchmark Contact Centre performance around the world. The purpose of this study is to provide both in-country and cross-country benchmark comparisons of Contact Centre performance from the point of view of the Customer.
Now, in 2009, OmniTouch International is pleased to announce the launch of the Mystery Shopper based Global Service Index (GSI) Awards. These awards have been developed to recognize the finest levels of Contact Centre performance across various dimensions and attributes – all from the point of view of the Customer.
Using Mystery Shopper as a recognized research methodology, OmniTouch’s senior panel of globally recognized Contact Centre experts evaluates Contact Centre performance across a broad pool of industries and selects unique Award Winner(s) for each dimension and attribute from this pool.
Award winners will be announced at various in-country events, and will be listed this page whenever the winners for each country are announced.
In addition, we will interview Award Winners to better understand the ‘hows’ behind their obvious success in delivering Customer centric service and sales and arrange to have these articles published both locally and internationally.
As the Contact Centre industry continues to grow and mature as a recognized global industry, OmniTouch International saw the need to develop and deliver expert recognition to those organizations who work hard to meet and exceed Customer expectations.
Our heartiest congratulations to the Award Winners!
For Indonesia, the following awards were presented on the 6th August 2009.
| Award Category | Award Winners – by Company |
|---|---|
| Best Use of the IVR to Promote the Company | Bakrie Telecom |
| Best Provision of Self Serve Options for IVR | No winner |
| Best Application of Industry Standards for IVR | Prudential Bank Central Asia Bank Internasional Indonesia |
| Fastest Speed of Answer | Overall - Telkom By Industry for Telecoms – Telkom By Industry for Banking – Bank Permata By Industry for Insurance – Allianz Indonesia |
| The Most Courteous Service | Gold – Telkomsel Silver – Bank Permata Silver – Indosat Bronze – Telkom |
| The Most Engaging Service | Gold – Bank Permata Silver – Bank Central Asia Bronze – Bank Mandiri |
| The Best Revenue Generation | Gold – Bank Internasional Indonesia Silver – Bakrie Telecom Bronze – Bank Permata |
| The Best Education | Gold – Bank Permata Silver – AXA Mandiri Bronze – Bank Internasional Indonesia |
| Best Asking for the Business | Gold – Bank Permata Gold – Bakrie Telecom Silver – Telkom Bronze – Prudential |
| Best Use of Customer’s Name to Build Rapport | Gold – Bank Permata Gold – Allianz Indonesia Silver – Bank Central Asia Silver – Bank Internasional Indonesia Silver – Bakrie Telecom Silver – Mobile 8 Telecom Silver – AXIS Bronze – Prudential |
| The Best Use of Positive Language | Gold – Bank Mandiri Silver - Bank Internasional Indonesia Silver – Bank Permata Bronze – Asuransi Jiwa Manulife Indonesia |
| The Best Company Image | Gold – Bank Central Asia Silver – Excelcom Bronze – Bank Permata |
| The Best Demonstration of Understanding the Customer’s Needs | Gold – Bank Permata Silver – Bank Internasional Indonesia Bronze – Asuransi Jiwa Manulife Indonesia Bronze – Bank Mandiri |
| The Best Use of Upsell | Gold – Bank Internasional Indonesia Silver – Bank Mandiri Silver – Bakrie Telecom Bronze – Bank Permata |
| The Most Consistently Good Company | Overall – Bank Permata |
| Going "Above and Beyond the Call of Duty" | No winner |
| The Most Resourceful | No winner |
| The WOW! Experience Award | No winner |