Best Friends At Work

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Best Friends At Work by Andi Anugrah

One important part of employee engagement according to Gallup is Best Friend at work. According to Gallup, if someone has a friend in his workplace, it will increase the spirit at work, more diligent in the presence, and more productive.

Try to ask employees at your workplace, from an industry average of only about 30% who have a best friend in the workplace. This means there are about 70% who do not have friends in work and come to day of work just to complete the job. It may be that you who read this article do not have a best friend, because your goal in working only to carry out the task.

Anyhow human needs somebody else who can be invited to communicate or discuss about the work. Not just the relationship between superiors and subordinates or among colleagues, but who can be trusted in conveying various things. Treating us as individuals who have shortcomings, needs and development potential. Treating us as a person who needs attention, is heard, invited to talk even dreams that want to be shared with others.

For that there are times when a colleague can be invited to talk about health conditions, family, or other personal matters. There are times when we need someone to talk about new projects, new assignments or challenges in working or just talking about new passions.

Likewise, there are times when we need a partner who can listen to complaints that may not be disclosed through social media. Maybe we also need colleagues who have the same appetite or colleagues who can be invited to hang out together even hunting a new shopping or culinary. Colleagues who can share food or exchange ideas about fashion and even sports together.

With a best friend at work makes someone going to work with passion, because it will have a chance to meet his best friend. There is an opportunity to talk or have an opportunity to do certain things that become a common habit.

Instead of staying home with solitude, even faced with a pile of problems encountered, then it is better to work. In addition to earning income, also get many opportunities to channel the desire to be heard, to talk or communicate and funny. That’s one of the important parts that causes companions in the workplace to cope with turnover. The existence of a bond that keeps a person in the same work environment.

Surely this should be put to good use, so friends in work do not make political conditions in the office. Healthy competition must still run well, so that all parties remain focused to achieve the target and provide the best results for the company. It should be avoided that friends become part of an attempt to commit conspiracy which is to the detriment of the company.

Companions only become friends in kindness, which guides a person to a better direction. Achieving something through friendships will be more meaningful if we are able to provide benefits for both parties. At the same time spur our performance to always the spirit to make improvements and with friends to become better. (AA)

Chat Bots Substitute IVR

The presence of rapidly growing digital technology has an impact on contact center services. This is very closely related to the communication medium used in the contact center. Increased phone interaction, followed by SMS, email, web chat, mobile chat, up to the use of mobile apps and social media as well as video.

The trend of changing communication patterns, in line with the increasing interaction using chat, mainly with the presence of mobile chat applications such as whatsapp, telegram, line, facebook messager, wechat and so forth. Likewise service on the website increases by presenting a web chat, which allows readers of a website to get help or communicate with the website provider.

The chat presence evolves with the ability to chat automatically. With the help of a machine that can evaluate a sentence or word that lets the machine respond to the chat that the customer needs. This development is supported by the ability of artificial intelligent, so chat can be done by robots with a set of dictionaries that they have.

Increased chat bots cause the concern of this machine to replace the agent service at the contact center. His ability to provide answers in a variety of questions helps customers to get fast service.

Although in its application there are still many shortcomings, mainly ability to answer strange question from customer. Not all questions can be answered by chat bots, so companies tend to provide a menu on chat service bots. This service menu is very similar to the services provided by the IVR machine. The method used is not in voice commands, but in written commands.

If you pay attention to the use of chat bots, it can be found that basically the replaced is not the agent, but replaces the IVR machine. Why is that? IVR is a self-service at the contact center that customers often ignore. It could be because the process is complicated or the information conveyed is limited.

By using chat bots, if customers have trouble getting answers from chat bots, then customers can be directly linked with contact center agent. This pattern is very similar to the service pattern provided through the IVR machine.

In this pattern, we need to consider in that the ability of agents in providing services should be more advanced than chat bots. Switching calls from the chat bots service means the customer needs a targeted solution. Do not let customers get more complicated service. This means that management and agents need to prepare themselves for this technology change. Are we ready? (AA)


APCCAL is pleased to announce the launch of APCCAL Awards for Individuals!
Do you want to enhance your career and get acknowledged for your Leadership Skills?

Want to be recognised amongst your peers on the Asia Pacific Stage?


APCCAL is launching the Best of the Best, Contact Centre Manager of the Year 2017.

If you are a 2016 Contact Centre Manger winner in your Association or if you win the upcoming Awards in your Association for 2017, you are eligible to enter.

Entry will be open during 1 June 2017 – 29 September 2017.


Judging will be done by telepresence and Entry fee is USD$200 ext gst


Stay tuned for more details on how to enter.

Message from the Chairman (2016-2018)

It is an honour and a privilege for me to be appointed Chairman of the Asia Pacific Contact Centre Association Leaders (APCCAL) for 2016 through 2018. In accepting this responsibility, my thoughts turn first to my predecessor and good friend, Andi Anugrah. He has completed his term with success that I now will also commit myself to the collective effort of promoting the goal of the greater collaboration and best practices sharing in delivering exceptional customer experience in Asia Pacific amongst member countries of APCCAL & the region. This is clearly of the essence when considering the partnership between the 11 country associations forming APCCAL. Huge progress has already been achieved in ensuring seamless sharing of best practices in that direction and the work continues.

The upcoming APCCAL EXPO in Bangkok will prove the success of this association at a new milestone whilst showcasing APCCAL as how it was envisioned 10 years ago. We will be focusing on the market transition, technology and digitisation of customer experience in the industry.
With a Connected Digital Customer Experience, it enables companies to deliver contextual, continuous and capability-rich journeys for their customers. The differentiated and relevant service coupled with effortless experience for customers as and when they need it or where they prefer, should be the aspiration of all organisations regardless of size and geography.

It is therefore with great enthusiasm that I shall commit myself, together with the new Vice Chairman of APCCAL, Byron Fernandez and fellow APCCAL leaders, to promote the vital work carried out by this association and to being ambassadors around the world for the goal of high quality Contact Centres and Customer Experience.

Yours Sincerely,
Kenneth Chong
Asia Pacific Contact Centre Association Leaders (APCCAL)

Chairman Speech

Welcome to APCCAL’s website.

APCCAL is an association of Associations across Asia Pacific. It was established in 2007 with objective to promote greater dialogue and knowledge sharing amongst the contact centre industry associations within the Asia Pacific region.

APCCAL was officially registered as a legal entity in Hong Kong on 2 June 2015 and Secretariat supported by HKCCA. APCCAL is a network with representation from associations located in 11 Asia Pacific countries and cities, namely China, Hong Kong, Indonesia, Malaysia, New Zealand, Philippines, Singapore, South Korea, Taiwan and Thailand.

Below are our members :

  1. China – China Contact Center & CRM Association (CNCCA)
  2. Hong Kong – Hong Kong Call Centre Association (HKCCA)
  3. Indonesia – Indonesia Contact Center Association (ICCA)
  4. Malaysia – Contact Center & CRM Association of Malaysia (CCAM)
  5. Philippines – Contact Center Association of Philippines (CCAP)
  6. New Zealand – Contact Centre Institute of New Zealand (CCiNZ)
  7. Singapore – Contact Center Association of Singapore (CCAS)
  8. South Korea – Call Center Information & Research Center (CIRC)
  9. Taiwan – Taiwan Contact Center Development Association (TCCDA)
  10. Thailand – Thai Contact Center Trade Association (TCCTA)

Every year, an APCCAL EXPO will be organized by one of the selected Member Associations for a 3-day event that include Leaders Meeting, Contact Centre Conference, exhibition, contact centre visits, networking cocktail, Awards presentation and Gala Dinner.

As our commitment to share and build strong networking across asia pacific with the spirit of communicate, share and grow. As customer we always want more and better experience. We understood it’s not easy to maintain customer satisfaction and experiences. But, with our willingness to share and exchange our research about customers, we will continue to grow together. I really appreciate for our members in various countries who give opportunities to benchmark, site visit, executive talk, and group discussions.


Business always challenge into competition, and we need to drive contact center with positive competition in this challenging economic situation. How?  BPOs, technology providers, business consultant, man power providers and associations need to collaborate and become partners to build contact center capabilities to serve our customers. Help us to maximise resources for better customers life-experiences.

Last but not least, I know you come here not just sit and listen, let’s have a wonderfull life of sharing, exchange knowledge and experiences. As association, we love to listen.

Thank you,

Andi Anugrah

Chairman (2014-2016)

New APCCAL Chairman

Andi Anugrah, Chairman APCCAL
Andi Anugrah, Chairman APCCAL

ICCA (Indonesia Contact Center Association) with Andi Anugrah representing had been nominated for the next APCCAL Chair Association. After Andi Anugrah delivered his ideas as to how to take APCCAL forward.

A vote took place and ICCA was elected by a unanimous vote for the APCCAL Chairmanship for a 2-year term.  Andi Anugrah is now the Chairman of APCCAL and would be supported by the APCCAL Secretariat.

APCCAL – Collaborate for Better Results

In early 2008 a meeting was hosted by the emerging Call Centre Association of China to promote greater regional dialogue and knowledge sharing amongst the Call Centre industry associations within the Asia Pacific region. It was recognized that cooperation amongst regional associations would help to promote Asia Pacific as a location for Contact Centres. One of the outcomes of the meeting was the creation of a regional association – The Asia Pacific Contact Centre Association Leaders (APCCAL) a body with representation from associations located in 10 Asia Pacific Countries / Cities, namely China, Hong Kong, Taiwan, Indonesia, Malaysia, Philippines, Singapore, South Korea and New Zealand.

APCCAL is the largest association in Asia to help members, governments, outsourcers, research firms, solution providers in enhancing their results through best practice knowledge, award recognition and various collaborative initiatives. It is estimated that through the APCCAL associations membership that they cover some 2,500 organisations who occupy about 1.5 Million seats and employ over 2 Million contact centre professionals.


At APCCAL, we believe that the best way to improve customer experience for our members is to tap the collective knowledge and insights of our members. We aspire to provide leadership in the contact centre community through fostering teamwork, creating global networks, providing authoritative source of information and promoting Asia Pacific as a preferred location for contact centres. As a result, APCCAL is developing an array of services to fit various needs of our members and stakeholders. See the examples below for a quick guide:

Member organizations

  • Recognize your Award Winners at the Annual APCCAL Awards
  • Sharing best practices among members through cross boarder site visits benchmarking, seminars and regional networking

Providers and advisors

  • Support your needs and help you sustain your position through promoting your products and services to our conferences, awards and networking opportunities.
  • Provide you with better understanding of your clients’ needs in various countries so that your business
    development opportunities will be enhanced.

Source : HKCCA