'We chose Yogyakarta as the location for the call center as the city has good infrastructure that will allow us to optimize our capacity. The Yogyakarta facility would also serve as a disaster recovery center. 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. 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. '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.

Previously, Mandiri's 550 agents were able to serve some 11 million calls per year. The agents have the capacity to serve up to 14 million incoming calls per year. 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 contact center also handles customer complaints.

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.

Ogi said that the new facility is staffed by 300 agents to take calls from customers via Mandiri Call 14000. 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).

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. Mandiri Establishes Contact Center in Yogyakarta to Further Enhance Customer Service

Call center bank mandiri