Indosat, part of the Ooredoo group, has won the impressive Asia Pacific Contact Centre Association Leaders (APCCAL) Award this week, delivering on the company’s strategy of providing the leading customer experience.
Fending off strong competition, Indosat won the “2013 Contact Centre of the Year” Award, with judges citing the company for its strong reputation, superb performance and on-going engagement with customers across the country.This is the third time that Indosat has won the APCCAL Contact Centre of the Year Award, following victories in 2009 and 2010.
Ooredoo has placed the customer experience at the heart of its new identity in 2013, and transforming call centres and points of customer contact is a global priority. The company has received numerous awards in this area, including for Ooredoo Qatar for “Best Customer Retention Program” at the INSIGHTS Middle East Call Centre Awards 2013 and “Loyalty Programme of the Year,” as well as the “Customer Service Excellence Award 2013” for Nawras at the Oman Customer Service Excellence Awards (http://www.insights-me.com).
To focus on the customer experience in Indonesia – which can be a challenge due to the size and diversity of the population – Indosat drives services for its corporate customers and more than 53.8 million mobile subscribers through a wide range of channels. The company provides brand-specific websites including for Indosat (www.indosat.com), Murahituim3 (www.murahituim3.com), and Mentari (www.indosatmentari.com); supports Indosat shops across the country, and manages a range of call centre hotlines.
Leveraging the power of instant feedback on social media, Indosat supports an around-the-clock Twitter handle (@IndosatCare) that has more than 83,000 followers; the mobile-enabled iCity Forum (www.icity.indosat.com) for customers to share experiences on Indosat services; and a dedicated email account.
The APCCAL Award caps a strong year for Indosat, as the company recently received the Mobile Award for Best Customer Care Service from Selular Magazine, the Service-to-Care Championship for Cellular Operator from MarkPlus Insight and Marketeers Magazine, and the Best Contact Centre from the Indonesia Contact Centre Association.
These Indosat wins continue the group-wide momentum of Ooredoo and its companies during a packed awards season. Ooredoo recently won three Middle East Investor Relations Society awards, three International Business “Stevie” Awards, and two Telecoms World Middle East Awards.
Founded in 2008, the APCCAL encourages collaboration, sharing of best practices, and award recognition among member organizations, governments, outsourcers, research firms, and solution providers in the Asia-Pacific region.
The APCCAL represents 11 call centre associations in 10 countries, including in Australia, China, Hong Kong, Taiwan, Indonesia, Malaysia, the Philippines, Singapore, South Korea, and New Zealand,spanning more than 2 million professionals in more than 2,500 organisations.
Ooredoo is a leading international communications company delivering mobile, fixed, broadband internet and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and South-East Asia. As a community-focused company, Ooredoo is guided by its vision of enriching people’s lives and its belief that it can stimulate human growth by leveraging communications to help people achieve their full potential. Ooredoo has a presence in markets such as Qatar, Kuwait, Oman, Algeria, Tunisia, Iraq, Palestine, the Maldives and Indonesia. The company reported revenues of $9.3 billion U.S. dollars in 2012 and had a consolidated global customer base of more than 92.9 million people as of 31 December 2012. Ooredoo’s shares are listed on the Qatar Exchange and the Abu Dhabi Securities Exchange.