Dos and Don’ts of Call-Center Quality Assurance in Indonesia

1

Capture 100 % of interactions. Record and review every voice, chat, and WhatsApp conversation.

Full coverage helps you detect rare but high-risk violations and gives a complete data set for coaching and trend analysis.

2

Map each scorecard item to a rule or regulation. Link KPIs (tone, adherence, disclosure) to specific BI/OJK/PDP clauses.

Agents understand the stakes, and auditors see a clear compliance trail.

3

Localise your speech-to-text engine. Fine-tune for Bahasa Indonesia (plus slang, loan-words, and code-switching).

Increases transcript accuracy, which drives better rule detection and fewer false positives.

4

Weight soft skills alongside policy. Score empathy, active listening, and courtesy (sopan santun) as heavily as script adherence.

Balances compliance with Indonesian cultural expectations for warmth and respect.

5

Provide clip-based micro-coaching within 24 hours. Send annotated call snippets and one actionable tip.

Rapid, bite-size feedback sticks better than quarterly score reviews.

6

Correlate QA scores with business outcomes. Track how compliance and soft-skill scores move CSAT, First-Call Resolution, and Average Handle Time.

Proves the ROI of your QA program to finance and senior management.

7

Run weekly calibration sessions. Have analysts and supervisors grade the same calls, then compare.

Keeps scoring consistent, surfaces ambiguous criteria, and builds trust in the numbers.

8

Automate alerts for critical breaches. Flag unmasked PAN numbers, missing consent, or abusive language in real time.

Lets supervisors intervene before fines, churn, or social-media backlash occur.

9

Document every model, rule, and scorecard change. Keep a changelog and version control.

Simplifies audits, speeds root-cause analysis, and guards against “model drift.”

1

Don’t rely on 5 % call sampling.

You’ll miss the majority of breaches and bias results toward atypical calls.

2

Don’t treat QA as a policing function.

A punitive culture breeds fear, falsified logs, and higher turnover. Frame QA as a coaching partner instead.

3

Don’t ignore data-privacy basics.

Storing recordings outside Indonesia or forgetting to mask card data can trigger billion-rupiah fines.

4

Don’t use one generic transcription model for all channels.

Phone audio, WhatsApp voice notes, and IVR recordings have different acoustic profiles; accuracy will suffer.

5

Don’t overload agents with metrics.

More than 6–8 KPIs at once dilutes focus; agents tune out. Prioritise the few that drive both compliance and customer satisfaction.

6

Don’t let rule-sets stagnate.

New products, promotions, or slang can make old keyword lists obsolete, raising false-negative risk. Review rules quarterly—monthly in fast-moving businesses.

7

Don’t bury feedback in spreadsheets.

Dense Excel files delay action. Use dashboards with drill-downs and plain-language summaries in Bahasa.

8

Don’t coach without context.

Telling an agent “tone = 3/5” without an audio clip or script excerpt leaves them unclear on how to improve.

9

Don’t forget cross-channel consistency.

If chat scripts allow a fee disclosure but voice scripts require two disclosures, regulators may still fine you for “misleading communication.” Align messaging across channels.