A Flicker of Hope That Paved My Way to an International Scale Competition
How I finally find the light towards an unforgettable journey to comprehend
“In order to eliminate conflict, we must eliminate the disconnect among those with differences by correcting the lack of understanding that arises from ignorance with knowledge”
Yes, I’m a Divergent fan, especially the Erudites. I quoted their manifesto as I can relate to it on so many levels. I believe that knowledge is present as an answer to human’s basic need for survival. History has proven this as our ancestors have thrived and sustained through generations and still passing the torch of life until today. From the discovery of farming, the industrial revolution, to the advancement of science and technology, we have our own way to answer mother nature’s challenges, defy the odds, and thrive as a species.
As for myself, I believe that knowledge is a way for me to live every single day to the fullest and seize it. Frankly speaking, this is a new idea that popped out back in a serene night in December 2018. I just moved to Tokopedia and took the role as a Customer Experience Specialist in October 2018. During my early days in Tokopedia, I had never imagined that my role would set on a completely different battleground compared to what I was thinking before I took the role.
Things got more challenging for me as I was expected to give a high-end quality of every task given. If I may say the truth, it was a nerve-racking experience for me. It got me to the point where I was drowning in my own thoughts. I feared that I would lose my grip. Back in that serene night, I imagined how sterling my life would be if things are just lining up, showing its patterns, and just starting to make sense.
Finding The Epiphany
Then, the revelation came out of nowhere and it sparked the fire within me that I was longing for days: I needed a resolution. I started to pour everything that I wanted on the notes on my phone. For starters, I wanted 2019 to be my year, and in order for that to happen, I needed to pull myself together despite the notorious battleground I was facing. One key to achieving this is to fully understand my battleground. That being said, to fathom, was my first 2019 resolution. Fathom. When I first wrote the word, I reflected back as this was a strong one. However, I decided to continue with that as I needed the strong imagery as a driver and a reminder.
Once I settled my resolution, I had a new spirit and my carpe diem moment, yet I was fully aware that this journey would not be a slow drive by the beach, but rather a bumpy, curvy, and vicious climb. That’s when life took part in the game. You see, sometimes, it’s really funny to see how the universe works.
Despite all the challenges and obstacles one faces, the universe always shows many ways as long as one has the determination to fight for it.
As for my journey to achieve comprehension, I was given the opportunity to take part in something big for Tokopedia: submission for world class competitions. This may be seen as contradictory for some of you, fellow readers. When one would like to achieve a full comprehension towards one’s role, one was given an enormous responsibility for the sake of the company’s name. You may see that this journey is just another stage that life throws at me to simply beat me and prove my mindless resolution (don’t worry, I was having this thought also!).
As the time went by, I see that this journey is just a sweet finale for my 2010s. Here is the summary of my journey.
Contact Center World 2019 APAC Level: My Ultimate Learning Journey Begins
Contact Center World (shortened as CCW) is a competition for the world’s greatest contact center, where everyone is showing their capabilities in giving a profound service to elevate customer experience, achieve process efficiency, and win their customer’s heart. The competition is a serious stake as this year alone, there were 1,500 entrants from 50 countries across the globe.
To make things more stunning, this year was the first time for Tokopedia to join CCW. For outsiders, it is surely safe to say that it would be a tough challenge to be on top of the game, seeing how other entrants have already had years of experience in the competition.
However, we are here to prove it all wrong as we believe that we are here to showcase our Focus on Consumer DNA.
My journey for CCW started when I was asked to be the content team for the competition. In a nutshell, the content team’s responsibility is to make sure that the participants have a story worth telling. Hence, we are helping all participants from building a strong story, to tailoring it in a poise manner so it proves that we are putting our customer at the core of our activity. Bearing the aforementioned responsibilities while also maintaining deliverable for business as usual surely brought a great deal of pressure.
Despite the bumps along the journey, I got to learn a lot from this experience. Through a series of discussions with all participants and other stakeholders (i.e.: data team, corporate communication team, etc.), I had the chance to learn and understand the scope of my work while also exploring ways to give the extra mile for our customers and win their hearts. Together, we put our best efforts to win the competition.
Thank God, it showed fruitful results. Tokopedia won 11 medals (4 Gold, 5 Silver, 2 Bronze) from 13 categories. Surely, I am proud of this achievement. Not only because I took part in the victory, but also it really proved to me that everyday, I learned to know my battleground and I got to explore more from this experience. It was a rewarding journey since day one.
The Best Contact Center Indonesia 2019: My First Time Speaking For The Company
The Best Contact Center Indonesia (shortened as TBCCI) is a competition held by Indonesia Contact Center Association (ICCA) to award innovations and milestones by Indonesia’s best contact center. The competition is like CCW on the national scale. Tokopedia’s experience in TBCCI was just like CCW as this year was the first time we joined such competition. However, this time, we found a new spirit as we would like to repeat our success story in CCW APAC Level. There were 3 categories for this competition: individual, team, and corporate category. Each category has its own set of competition.
This time around, I was asked to become the participant for the competition, representing the corporate category. When I was asked to represent the company for the competition, it gave me a surge of joy and spirit. I never thought that I would be chosen to take part as a participant in such an event. Surely, it also came with another responsibility: to give the best that I could and win a medal. I tried to redirect my side thoughts as my main focus for the competition was to learn and excel myself. I believe the prize will come if we have good intentions and strong will to do the right things.
I presented the Best Customer Experience category for the competition. In the category, I showcased Tokopedia’s efforts and strategy to provide the best Customer Experience for our customers. Apart from introducing our innovations, I also explained how Tokopedia constantly thrived to become emotionally connected to our customers. We aspire to become a reliable best friend for them. Hence, it is imperative for us to understand them and give them a positive experience.Thankfully, my presentation was accepted positively as I managed to acquire a gold medal for the category. Also, Tokopedia managed to grab 4 Platinum and 2 Gold medals from the competition.
Contact Center World 2019 World Level: A Fulfilling Closure
Finally, the time has come for us to go to the world stage following our success on APAC level. Some of us maybe didn’t have the audacity to dream of standing on the world stage representing the company that has much less years of experience compared to the other. Now, we have to face other champions from APAC, EMEA, and LATAM — those who surely have proven experience and expertise in the field. This certainly levelled up the stake that we were facing.
For the finale, I was offered to co-present for the Best Outsourcing Partnership category with my lead. In the category, we highlighted how Tokopedia can leverage its partnership with every partner, hence resulting in a strong collaboration where everybody wins. We also shared several tips on how to upgrade the milestone and treat the other party as a reliable source. This time, I was still asked to help the other participants by being the content team. Having the double role to prepare for the competition surely gave me many advantages. Content wise, I could directly see the things that other participants would like to underline, hence I can help them to tailor the story as well as possible. I also got to learn the best way to present from the other participants and implement it to our presentation. It was a double win strategy.
Months of hard work were finally paid off. Tokopedia went to the world level and brought back 8 medals (3 gold, 4 silvers, and 1 bronze)! It was a glorifying moment for all of us as we can beat the odds and grab the prestigious awards. As for myself, the award closes the bittersweet chapter and ticked that one big word that drive me for the year.
The Takeouts
2019 was definitely a wild experience with all the ups and downs. Standing on where I am and looking back at my experience, I still can’t believe that I have gone through that. I also list the following as what I earned from my “fathom experience”:
- Never have I ever thought that my greatest source of fear was a blessing in disguise.
- Just like what Ken Poirot said, hard work increases the probability of serendipity.
- As I feel, I heal.
What makes the experience more rewarding is the fact that I was given the opportunity to develop myself in the most exhilarating way. This experience truly marks a sweet ending for my 2010s as I really own every second of it.
Yes, with every broken bone, I swear I lived.
PS:
I would like to address my greatest gratitude to all Nakama that have made my 2019 very rewarding and fulfilling.
- Pak Rudy, VP of Customer Excellence, for trusting me since day 1. You are a great leader and mentor for everyone. I wouldn’t have been here writing the story if it was not from your lunch and learn session. It was truly an enlightening talk. :)
- My fellow friends and mentor for the competition (Felix, Celvin, Hertomi, Dewik, Nadira, Obed, Faiz, Siska, Listia, Pipit, Bianca). Thank you for helping me grooming my skills and becoming the person-to-go whenever I need to share my ideas and point of views.
- My CX team that I can’t mention one by one. Thank you for becoming a good friend and my catharsis in times I needed the most. Special shoutout to the CIA team for every support given before, during, and after the competition.
- My fellow internal committee for CCW and TBCCI. Thank you for making it happen together.
- Firda for trusting me to continue the success you brought on CCW APAC level. It was a pleasure to be given such trust and opportunity. Thank you.
- Raihan, my lead in Customer Intelligence in CX team, for all the trust, support, guidance, and presence through all the thicks and thins this past 1 year. Thank you. I owe you too many.
