Yogyakarta, 4 September 2015 - Bank Mandiri inaugurated the Mandiri Contact Center in Yogyakarta on National Customer Day to further boost the quality the bank's customer services. The new contact center, which supports the operations of Bank Mandiri's principal call center in Jakarta, was officially opened by the Bank's Director of Technology & Operations, Ogi Prastomiyono, at Graha Mandiri in Tugu, Yogyakarta, on Friday (Sept 4).
Ogi said that the new facility is staffed by 300 agents to take calls from customers via Mandiri Call 14000. The center handles calls related to credit card, retail banking and consumer banking services, and provides account information, and information on Bank Mandiri products and services, promotions, interest and exchange rates, and general information on such things as the location of Bank Mandiri ATMs and branches. The contact center also handles customer complaints.
Ogi said that the addition of the new facility means that Mandiri now has 950 contact center agents to cater to the needs of customers. The agents have the capacity to serve up to 14 million incoming calls per year. Previously, Mandiri's 550 agents were able to serve some 11 million calls per year.
"We believe that this addition will boost the growth of Bank Mandiri and the development of our branchless-banking products, co-branded credit cards and social media services. To support this, all of our agents receive comprehensive training on Bank Mandiri products and services, communication ethics and work culture in order to provide a top-quality customer experience," Ogi explained.
He said that the setting up of the new call center in Yogyakarta would help mitigate the risks arising from the concentration of operations in a central call center. The Yogyakarta facility would also serve as a disaster recovery center.
"We chose Yogyakarta as the location for the call center as the city has good infrastructure that will allow us to optimize our capacity. We are currently in the process of considering a number of other locations for the establishment of similar facilities so as to allow us to get closer to our customers and better serve their needs," he said.
To mark National Customer Day, Bank Mandiri conducted a series of customer-service activities on September 4, such as the distribution of souvenirs and education-themed fans to branch customers and business partners who opened a new account on the day as an expression of of gratitude and appreciation. The program was enlivened by the taking of "Selfies with CS" for customers conducting branch transactions and those presented with souvenirs.
As of the end of June 2015, Bank Mandiri had more than 14 million customers, of whom some 12 million were savings-account customers.
About PT Bank Mandiri (Persero) Tbk
Bank Mandiri is the largest Bank in Indonesia, providing services in the Corporate, Commercial, Micro & Retail, Consumer Finance and Treasury, and Financial Institution & Special Asset Management segments. The Bank's subsidiaries are Mandiri Sekuritas (capital market services), Bank Syariah Mandiri (Shariah banking), AXA-Mandiri Financial Services (life insurance), Inhealth Indonesia (health insurance), Bank Mantap (MSME sector), Mandiri International Remittance (remittance services), Mandiri Europe (treasury & financial institutions), Mandiri Tunas Finance (consumer finance), and Mandiri Axa General Insurance (general insurance),
As of the end of June 2015, Bank Mandiri employed 35,010 staff, and had 2,327 branches in Indonesia, and 7 branches/representative offices/subsidiaries overseas. The Bank operated 17,032 ATMs (connected to the ATM Link, ATM Bersama, ATM Prima and Visa/Plus networks), and 288,209 Electronic Data Capture machines, in addition to offering a range of other electronic channels, including Internet Banking, SMS Banking and call-center services.
Rohan Hafas
Corporate Secretary
PT Bank Mandiri (Persero) Tbk.
Telp. 021-5245740 Fax 021-5268246
rohan.hafas@bankmandiri.co.id |
PT BANK MANDIRI (PERSERO) TBK 
