2. instruction
This template should be used Only for The Best Employee Engagement category.
Template can be modified, subject to your company template or regulation.
Please do not change the sequence of content to avoid misunderstanding of evaluators.
All information and data that presented have to be in period of Jan to Dec 2016 or Jul 2016 to Jun 2017.
Estimated time to present, include Question and Answer is 45 minutes per categories.

3. Company name
contact center brand

4. program
Award, Reward & Incentives, Engagement (Participation)

5. 1. background
Please explain the background and analysis of the program, including the opportunities, risks and challenges.

6. 2. objective
Please describe the objectives, targets and indicators to be achieved for the implementation of this program.

7. 3. creativities
Please describe the detail concept of this program, includes scope of program, participants, and methodology to measure the successful of program.

8. 4. Key activities
Please describe the type of activities and timeline of implementation of this program.

9. 5. Key responsibilities
Please describe the role and responsibilites of the contact center and partners in the implementation of this program.

10. 6. Key resources
Please describe the requirements of this program, in terms of labor, technology and cost.

11. 7. Result / achievements
Please describe the achievement of this program, includes impact on employee turnover, retention, satisfaction and engagement.

12. 7.1 turnover & retention rate
Please provide number of agent that leave contact center and number of agent that provide services month by month within 1 year period.
KPI
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Total Agent
New Agent
Agent Resign
Turnover Rate (%)

13. 7.2 employee satisfaction
Please provide methodology to measure employee satisfaction index and employee engagement, include comparative performance achievement, before and after the implementation of development programs.
Key Performance Indicators (KPI)
Methodology
Before the program (by date)
After the program (by date)
Employee Satisfaction Index
Employee Engagement
Other KPI

14. 8. Key performance indicators
Please explain performance achievement, comparative before and after the execution of this program.

15. 9. Additional information
Please provide any additional information as evidence of the execution of this program.

16. Thank you
The Best Contact Center Indonesia 2017