PT SATU ENAM DELAPAN SOLUSIA Company of Proven Expertise, Experience, ExcellencePT Satu Enam Delapan Solusi was set up in December 2009, the team at ‘168Solution’ consists of experts with at least 9 years proven successful professional experience in Contact Center for Inbound and Outbound, Voice, Email and alternate media Channels with Core expertise on Processes and Operations Management with local Contact Center Knowledge.The team led by Grace Heny. She was a professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from banking to telecommunication in Indonesia, our team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. Our company currently employed 20 personnel, all with highly qualified contact center experience.We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.Our services include:Consulting – Call Center Set-up and Process ImprovementEstablishing Best-Practice ProcessesQuality Monitoring and Escalation ProcessesCapacity and Resources Planning – for Inbound and Outbound call centersRefinement of Service Level AgreementProject Management role for set up, migration or transforming phaseForecasting Staffing Scheduling (FSS or known as WFM) coaching ProgramTraining - for Call Center professionals of all levelsBasic Contact Center PrinciplesContact Center Planning and ManagementCapacity Planning – Workforce Management; Forecasting, Staffing, SchedulingQuality Monitoring and Coaching ProgramCross-selling and Up-selling for Inbound Call CenterTelemarketing for Outbound Call CenterPerformance ManagementSocial Media for Service Excellence Contact CenterContact Center Indonesia Certification - endorsed by ContactCenterWorldCCIC International Best Practice – operationalCCIC Operation ManagerCCIC SupervisorCCIC Work Force Management ProfessionalCCIC TrainerCCIC Human Resources ProfessionalCCIC Quality MonitoringCCIC Customer Relationship Management ChampionCCIC Social Media ProfessionalResearchCustomer Satisfaction Survey collaborated with ContactCenterWorld.comMystery ShoppingEmployee Satisfaction collaborated with ContactCenterWorld.com