The Best Contact Center Indonesia Awards returned on Thursday (September 25) at Balai Sarbini, Jakarta. For the first time, PT PELNI (Persero) took part in this prestigious event and successfully brought home the Best People Development award in the Corporate Program Category, Subcategory People Development, achieving a Gold Ranking.
The award was presented by the Chairman of the Indonesia Contact Center Association (ICCA), Andi Anugrah, to PELNI’s Corporate Secretary, Evan Eryanto. Also in attendance was PELNI’s Public Information Manager, Tenry Ita Isviyana, who oversees the PELNI 162 Contact Center. This achievement reflects PELNI’s commitment to developing human resources as the key to successful contact center services. The evaluation focused on how companies are able to deliver innovations that support effective operations while prioritizing customer satisfaction.
As part of the competition, participants first joined a presentation session held on September 8–10, 2025. During this stage, companies were required to present their strategies, innovations, and achievements in managing contact centers in English before a panel of three international judges. Following the presentation, a Q&A session was conducted, also in English.
In its presentation, PELNI highlighted several key aspects, including background challenges and risks, supporting data on service conditions, and clear short-term goals. The company also showcased implemented innovations, core activities, and the responsibilities of the contact center leaders involved in every stage of the service business process.
In addition, PELNI outlined the resource requirements for managing the contact center, the development of at least four performance indicators over a 6–12 month period, as well as tangible achievements resulting from the implemented innovations. Documentation in the form of photos and videos further strengthened the evidence of the program’s success.
The Best Contact Center Indonesia Awards itself is initiated by the Indonesia Contact Center Association as a platform to advance the national contact center industry. It encourages employees to continuously hone their skills, creativity, and performance in pursuit of delivering the best services for the public.
