TBCCI 2025 Highlights Transcosmos Indonesia’s Strategic Focus on People and Technology
Jakarta, October 5, 2025 – PT transcosmos Indonesia (TCID), a subsidiary of Japan’s transcosmos Inc., has achieved remarkable recognition by securing two Gold awards at The Best Contact Center Indonesia (TBCCI) 2025. The accolades were received in the prestigious categories of Quality Management and Employee Engagement, positioning TCID as the sole Business Process Outsourcing (BPO) company to earn top honors in the corporate divisions of this annual competition organized by the Indonesia Contact Center Association (ICCA).
A Dual-Focused Strategy Driving Excellence
Ardi Sudarto, Vice President Director of TCID, emphasized that these awards underscore the company’s unwavering commitment to a dual foundational strategy focusing on people and technology. “Since inception, we have dedicated ourselves to maintaining high standards of operational quality while driving measured improvements. On the Employee Engagement front, we promote a healthy and collaborative work culture that nurtures our employees’ growth. These elements are vital to delivering high-value services to our clients,” Ardi explained.
Quality Management: Innovating Service Delivery
In the Quality Management category, TCID showcased exemplary practices in managing contact center service quality. These include structured evaluation systems, continuous coaching, and leveraging cutting-edge technology. A notable case study presented highlighted TCID’s implementation of quality management solutions for a global e-commerce enterprise with over 100 million customers across 62 countries. This engagement led to a marked improvement in customer satisfaction scores (CSAT) and bolstered partner trust through strict adherence to international data security standards such as ISO 27001. Employee Engagement: Cultivating a Collaborative Culture
TCID also excelled in the Employee Engagement category by centering its corporate growth strategy around its workforce. The company’s robust training and mentoring programs, inclusive internal activities, and open two-way communication channels foster a collaborative environment that supports both employee well-being and productivity.
Andi Anugrah, Chairman of ICCA, praised TCID’s achievements, stating, “transcosmos Indonesia earned Gold for Quality Management by demonstrating consistent adherence to quality standards alongside the integration of relevant innovation. Their case study reveals effective practices scalable to large operations.”
Looking Ahead: Sustaining Innovation and Growth
Ardi Sudarto noted that the honors serve not only as recognition but also as motivation for TCID’s teams to persistently enhance quality and innovate. The company firmly believes that continued investment in people and technology will generate positive impacts extending beyond employees and business partners to elevate Indonesia’s contact center industry as a whole.
This success story highlights the growing importance of strategic human capital development alongside technological advancement within Indonesia’s outsourcing sector, setting a high benchmark for industry peers.
Editor: Happy Amanda Amalia (happy_amanda@investor.co.id)
Keywords: transcosmos Indonesia, Contact Center, TBCCI 2025, Quality Management, Employee Engagement, ICCA, BPO Industry, Customer Satisfaction
