Dos and Don’ts of Call-Center Quality Assurance in Indonesia
The article “Dos and Don’ts of Call-Center Quality Assurance in Indonesia” by Yeni Rahmawati, published on July 22, 2025, discusses the critical role of quality assurance (QA) in Indonesian call centers. It highlights increasing customer expectations and tightening regulatory oversight from bodies like Bank Indonesia (BI), the Financial Services Authority (OJK), and the Personal Data Protection Law (UU PDP). The article emphasizes that effective QA helps maintain compliance, control costs, and build customer loyalty. Key “Dos” include capturing 100% of interactions, mapping scorecard items to specific rules and regulations, localizing speech-to-text engines for Bahasa Indonesia, weighting soft skills equally with policy adherence, providing rapid clip-based micro-coaching, correlating QA scores with business outcomes, running weekly calibration sessions, automating alerts for critical breaches, and documenting all model and rule changes.