Halo BCA Mobile Application Qorus Banking Innovation Awards 2022- Nominated

Halo BCA, the world-class contact center of Bank Central Asia (BCA), is the biggest contact center in Indonesia with more than 1 million calls per month. Though it is already the forerunner, we understand that all current contact center in the world still owe the customers on costly calls to the contact center (including from abroad), time-consuming IVR, and increasing cases on social engineering targeting the innocent customers faking as the contact center staff. Halo BCA Mobile application was launched as the solution for customers on July 26, 2021. It is a mobile-based application that integrates existing Halo BCA service channels (Phone, Email, Chat, and Social Media) in a single mobile application. Halo BCA Mobile can be downloaded by BCA customers or non-BCA customers from smartphones (Android & IOS) to contact Halo BCA. The application is the first in the world VOIP-based telephony channel to contact center, which means that a customer can speak to the operator without spending their phone credits. Customers can also direct their inquiries to the proficient customer service officer without having to go through the IVR. The application also allows customers to contact the official contact center customer service officer without having to worry of wandering fraudsters.