JAKARTA – Contact Center 172 (CC 172) owned by Angkasa Pura Airports has won 2nd place in the Contact Center Service Excellence Index 2022 with a rating of “Mostly Happier Customers” for the Public Service category. Based on the results of the assessment from the Carre Center for Customer Satisfaction and Loyalty (CCSL) in collaboration with Marketing Magazine, CC 172 managed to achieve a Center Service Excellence Index (CCSEI) score of 98.070 with an Exceptional grade or higher than the industry average of 96,154.
“This achievement is an appreciation of Angkasa Pura Airports’ commitment in providing the best service to all airport service users through CC 172 which is present 24 hours a day via telephone service at number 172, e-mail cc172@ap1.co.id, Facebook Angkasa Pura 172, Twitter @angkasapura172, and Instagram @angkasapura172,” said Angkasa Pura Airports President Director, Faik Fahmi.
CC 172 was launched in 2016 to provide service convenience for airport service users in the 15 airports we manage, both to answer questions related to operational & flight requirements, handle complaints, and receive aspirations quickly and accurately.
Currently CC 172 has also transformed not only in supporting services to airport service users but also in supporting various activities with the main stakeholders of Angkasa Pura Airports. One of the supports is as a Contact Center in the Girls Take Over (GTO) 2021 activity which is a collaboration between the Ministry of BUMN, Srikandi BUMN, and Plan Indonesia in supporting gender equality in the world of work.
Throughout 2021, CC 172 served up to 297,828 feedback from service users with 88,355 feedback (30%) coming from Customer Service Counters at 15 airports, and 83,957 feedback (28%) via CC 172. Of the total feedback received, as many as 271,015 feedback (91%) are requests for information related to information on flight requirements during the COVID-19 pandemic, information about Rapid Tests at airports, and passenger inspection procedures.
“We are grateful that in the midst of the current COVID-19 pandemic, we can continue to help meet the flight information needs accurately and quickly for all service users. We hope that all of our CC 172 services can support the achievement of customer satisfaction at airports that we manage in a sustainable manner,” added Faik Fahmi.
The CCSEI 2022 assessment is based on the results of customer satisfaction and loyalty research that conducted monitoring and performance appraisal of 362 Contact Centers, 59 e-mail Customer Service, 47 Twitter Services and 8 Chat Services in Indonesia during January – December 2021. There are at least three important indicators in Contact Center assessments, namely Access, Systems & Procedures, and Human Resources.
Mystery Calling is conducted between 09.00 to 15.00 WIB and on weekdays. Mystery Calling for each contact center is carried out randomly, both days and hours of implementation, but with equal treatment for each industry. The scenario used is product information exploration. Each Contact Center is contacted 8 times per month or 96 times during the monitoring period, so that a total of 362 Contact Centers are involved. This research has at least 34,752 call center service performance data. (AD)
Source: Angkasa Pura Airports