Having Several Featured Services, Primaya Hospital Wins The Best Contact Center Indonesia Award 2025

Hendra Suherman, Head of Digital Marketing (Doc. Primaya Hospital)

The Hospital has made another brilliant achievement by winning the Gold Award in the category The Best Contact Center Operations at The Best Contact Center Indonesia (TBCCI) 2025 organized by the Indonesia Contact Center Association (ICCA). This achievement is even more special because Primaya Hospital is the only hospital that has won an award in that category.

This award is a tangible manifestation of Primaya Hospital's commitment to providing innovative, responsive, as well as humanist customer service. The main focus of contact center is not only on speed of response, but also on quality of interaction and operational effectiveness.

This award is a form of appreciation for the dedication of the Primary Contact Center team, which serves patients with warmth and sincerity every day. In the midst of the widespread digitization of services through chatbots, mobile applications, to Sasya AI support, we remain consistent in presenting personal interactions needed by patients. This achievement also proves that the Indonesian health sector is able to compete in line with other major industries in customer service standards," said Leona A. Karnali, CEO of Primaya Hospital Group.

On the same occasion, ICCA Chair Andi Anugerah added, "We designed this competition as tightly as possible so that every participant was encouraged to continue to improve competence. The Best Contact Center Indonesia is not just a competition, but a long-term learning process that provides provision for improving service quality in their respective companies. Victory is not the end of a journey, but the responsibility to be a role model and inspiration for others."

As a hospital communication link, the Primaya Hospital Contact Center plays a crucial role not only as an information center, but also as a liaison in handling medical emergency conditions. Some of the leading innovations presented include:

Badminton Integrated Service 24-7: through national number 1500-007.

How about real-time coordination: with the ER & Ambulance team via WhatsApp Group.

Speed response: call answered less than 5 seconds.

Review Information Center: doctor schedule, make appointments for doctors, services, facilities, promos/packets.

Badminton Helpdesk: handling complaints & follow-up Customer Care

Shamishy training: to ensure every interaction is caring.

The Corporate Contact Center Operations category is one of the most competitive categories in The Best Contact Center Indonesia (TBCCI). The judging process is carried out with strict standards, including operational presentations and in-depth question sessions with an international independent jury. The assessment aspects include program backgrounds, data analysis, creativity, achievement, to tangible results that have a direct impact on patients.

"This achievement wants to emphasize that Primaya Hospital is always present as a friend of trusted health solutions that provide comprehensive, safe, and caring services, with clinical excellence and sincerity", concluded Leona.