CBN Wins Contact Center Service Excellence Award 2026

CBN has once again received the Contact Center Service Excellence Award (CCSEA) 2026 from the Center for Customer Satisfaction & Loyalty (CARRE CCSL), achieving an Excellent grade and excelling as one of the Top 3 Internet Service Providers in the Access and People evaluation dimensions. The determination of the CCSEA 2026 award is assessed based on the contact centre’s sustained performance over 12 months, from January to December 2025. Utilising a monitoring method conducted through mystery calls and mystery chats, the evaluation is carried out randomly in terms of both days and times of execution, while maintaining uniform treatment standards across all industries under study. Chief Network & Operation of CBN, Stephanus Jonatan, expressed gratitude for the support from all parties that enabled CBN to secure the CCSEA award again in 2026. “We recognise that CBN’s customer service is still far from perfection, with various existing limitations. However, we remain committed to providing the best possible service with maximum effort for our customers’ comfort,” he stated. To date, CBN has implemented customer interaction services through an omni-channel platform. This service facilitates customers in obtaining technical support and information, such as VoIP calls, live chat, WhatsApp, and email, all integrated into the diCBN application. Stephanus emphasised that moving forward, CBN is committed to integrating Artificial Intelligence (AI) technology in the development of CBN Customer Care services. “Of course, this technology will be tailored to customer needs, in line with the support and trust that form the primary foundation for improving our service quality.”