Why QA matters more than ever
Stricter oversight from the Financial Services Authority (OJK), Bank Indonesia, and full enforcement of the Personal Data Protection Law (PDP Law) on 17 October 2024 have made flawless call handling a business-critical requirement. OJK alone issued multiple fines and written warnings to financial institutions for consumer-protection breaches during H1 2025. Meanwhile, the PDP Law threatens billion-rupiah penalties for mishandling personal data.
1. Capture 100 % of interactions
Sampling just 5 % of calls can let high-risk breaches slip through. Modern speech-analytics platforms now transcribe and screen every voice, chat, and WhatsApp exchange—giving supervisors a full, auditable view of compliance and service quality.
2. Align scorecards to local regulations
Map each QA checkpoint to a legal requirement:
PDP Law → consent wording and data-sharing disclaimers
OJK Consumer Protection → transparent fee disclosure
Bank Indonesia Reg. 7/7/PBI/2005 → complaint-handling steps within SLA
Regulatory alignment turns QA from a performance metric into a compliance safety net.
3. Adopt bilingual, Indonesia-tuned transcription
Generic English models miss Bahasa slang, regional accents, and code-switching. Choose acoustic models trained on Indonesian data, then fine-tune for industry jargon (rekening, polis, nomor kontrak) to keep word error rates below 10 %.
4. Weight soft-skill KPIs alongside compliance
Indonesian customer culture prizes warmth, empathy, and proper salutations (sopan santun). Add tone, active listening, and politeness to the scorecard so agents see that courtesy is as vital as reading a script.
5. Pair quantitative scores with actionable coaching
Numbers alone don’t change behaviour. Provide agents with 30-second call snippets, micro-lessons in Bahasa Indonesia, and clear “next-call” goals (e.g., confirm account name before asking for NIK).
6. Close the feedback loop inside 24 hours
Regulatory breaches grow costlier the longer they sit unresolved. Push real-time alerts for critical issues (unmasked card number) and deliver daily digests for skill gaps so supervisors can coach during the next shift.
7. Link QA metrics to customer outcomes
Correlate compliance scores with CSAT, First-Call Resolution, and Average Handle Time to prove that quality work also drives loyalty and efficiency—vital evidence when securing budget for QA upgrades.
8. Run a continuous-improvement cycle
QA isn’t “set and forget.” Review false positives weekly, update rule-sets quarterly, and retrain speech models whenever products, scripts, or slang change. Document every tweak for auditors.
9. Gamify excellence with transparent leaderboards
Publish team and individual rankings for Overall QA Score, CSAT uplift, and zero-violation streaks. Small rewards—digital badges, shout-outs in group chat—tap into Indonesia’s collectivist culture and boost healthy competition.
Key takeaway
When full-coverage analytics, local-language insight, and rapid coaching work together, Indonesian call centers can meet legal duties, lift customer satisfaction, and cultivate a performance-driven culture—without compromising on compliance.
Try Callindo AIQC, our AI-powered Quality Control platform, for free right now.
