Code of Conduct

CODE OF CONDUCT TO ENSURE DATA SECURITY

AND STAFF INTEGRITY

• Only Authorized personal can access server
• Redundant database server
• All conversation are recorded digitally
• Disc drive, CD rom drive, USB port are deactivated
• All non related application are deleted permanently
• Deleted data permanently while down loading
• All report are sent thru FTP electronically and encrypted (paperless oriented)
• Locker for agent’s personal belongings
• 24 hours CCTV
• Agent’s Non Disclosure Agreement
• Finger print access entering main entrance
• Agent’s desktop password are changed periodically

Disaster Recovery (Contigency Plan)

We are implementing “cold site” strategy that involves the setting up of an emergency site one the crisis has occured and has a standby arrangement with vendor to deliver the minimum configuration urgently.

With this option, we shall be able to put our communication and IT system back on operational within three consecutive days. We had a previous arrangement with our holding company in case of emergency / disaster has occured.

The related site is located at Jl. Kemanggisan Ilir Raya No. 4, Kemanggisan, Jakarta 11480.

It is compound and fully owned by PT. Millenia Outsourcing Company.

Communication and IT contingency plan as a part of our whole business resumption plan engages in three phases, they are :

1. Notification and Activation Phase : To detect and assess damage and to activate the plan.
2. Recovery Phase : To restore temporary communication and IT  operation and recover damage done to  the original system
3. Reconstruction Phase : To restore communication and IT system – processing capabilities to normal operation

Quality Assurance

In Millenia, we consider Quality Assurance to be an essential part of our delivery service and consider it to be one of the pillar of our success for there cannot be talent without integrity.

SOP & Documentation : complied with ISO QMS : 2008

We do have COMPLETE CORPORATE MANUAL with its separation of System Operating Procedures (SOP) for each division. SOP is standardized thru ISO QMS 9001 : 2008

Quality Control Assurance

• Independent Quality Control Teams in reporting lines, in order to guarantee actions will be taken to re-train, re-model training tools, modify processes or penalise if necessary .
• Contact Center Officer (CCO) are monitored digitally thru their work station and phone communication with the associated party that relate to our partnership are digitally recorded for later employee analysis and used as our collateral. The rate of monitoring is a function of experience and performance of the CCO.
• Field Surveyor  (FS)are monitored by surveillance agent, mystery shopper include GPS
• Quality assurance personnel check for hard and soft skills, attitude, customer relations skills, product knowledge, problem solving skills and call document results.
• Feedback on monitored is immediate, if necessary, and is always reported as part of a biannual evaluation of each COO and FS. With client approval, random samples of database are audited periodically to assess the satisfaction of the client with respect to the solution of agents’ problem and the agent technical skills.
• USB Port and other unrelated application are disactivated on the desktop (database security)

Enhancement of Quality Control Assurance

We are implementing “hot site” strategy in providing back up our agent. In house back-up and on call back-up agent at the sufficient level in avoidance of “DOWN TIME” CCO replacement or assigned seat left unattended unexpectedly. 100% seat occupancy has come to our first priority as our main fundamental of customer satisfaction orientation.

Our Valuable Portofolio

Head Office

PT. Millenia Outsourcing Company
Wisma KDS 3rd Floor,
Jl. Raya Mampang Prapatan No. 6B
Jakarta 12740

Infrastructure
 Office Space    : 407 m2
 Server              : 6 Unit
 WorkStation    : 145 Unit
 Seat                 : 145 Unit

Facility
 CCTV             : 16 Channels

Man Power
 Agent Verification : 98 Agent
 Agent Data Entry   : 20 Agent
 Agent Survey         : 50 Agent

Jakarta - Millenia ( Mampang Prapatan)

Management Area

Operation Area

CCTV

Our Services

Contact Center Solution (Inbound & Outbound Call)

• Phone Checking (Verificative / Investigative)
• Tele Survey (Positioning / Customer Satisfaction)
• Tele Marketing (Sales, Promotion, Campaign)
• Delinquent (Reminder / Confirmation)
• Contact Center Solution System Development

Data Capture Process

• Scanning System
• Manually System

Field Work

• Oculars Checking (On The Spot)
• Market Research (Marketing Intelligent) - SPG and or SPB

Labor Supply

• Client Premises
• Our Office Premises

Database Management System & Treating Its Confidentiality

About Millenia

 

PT. Millenia Outsourcing Company (Millenia) has established in December 2005. As part of Millenia’s commitment to provide highest quality service for both clients and the customers, in 2008 Millenia received ISO 9001 Certification of Quality Management System. 

    Now, we are engaging with clients that involved in Telemarketing activity, Tele-survey, Field Survey, Data Base Management System, Data Entry Process and Cleansing Database as well as in-house system development associated with the engaged activity.