Pegadaian Strengthens Services, Sweeps Three Awards at International Event
PT Pegadaian (Persero) has once again achieved a proud milestone by winning three Gold awards at the Contact Center World Asia Pacific 2026 event held in Putrajaya, Malaysia, from 22 to 26 June 2026. This achievement underscores Pegadaian’s commitment to delivering superior, innovative, and globally competitive customer service.
Through its Contact Center Department within the Service and Contact Center Division, Pegadaian secured the highest honours in three strategic categories: Best Operations Contact Center, Best Use of Social Media, and Best Self-Service Technology.
The Contact Center World event is an international competition and forum that brings together leading organisations from the Asia Pacific region to showcase best practices in customer service management, digital transformation, technology utilisation, and enhancing customer experience.
In this year’s edition, Pegadaian competed against various prominent companies and institutions from both domestic and international spheres. The Best Self-Service Technology category was presented directly by Pegadaian representative Reggy Nouvan, the Contact Center Operation category by Afri Yanda, and the Best Use Social Media category by both.
Securing Gold in all categories entered serves as concrete evidence that Pegadaian’s service development not only meets current customer needs but also demonstrates a contact centre management standard that is competitive and aligned with international best practices.
Eka Pebriansyah, Director of Network and Operations at PT Pegadaian, stated that this achievement is the result of a consistent and sustainable service transformation journey undertaken by the company. He emphasised that the recognition proves Pegadaian’s operational standards and customer experience are now on par with the world’s best companies. He added that service quality is a key foundation for building public trust and maintaining the company’s relevance amidst rapidly changing customer behaviour and technological advancements.
Eka further noted that the company’s transformation focuses not only on digitalisation but also on building a more integrated service ecosystem that delivers a consistent experience at every customer interaction point. He expressed that the awards serve as motivation for Pegadaian to continue advancing, strengthening a culture of service excellence, accelerating innovation adoption, and ensuring every service development delivers tangible benefits to the public.
Rinny Amelia Hadjoh, Head of the Service and Contact Center Division at PT Pegadaian, added that the company’s participation in the Contact Center World Asia Pacific 2026 was part of an effort to actualise and benchmark the service standards they have built. She noted that the results demonstrate Pegadaian’s contact centre has evolved into an adaptive, technology-based service with internationally competitive capabilities.
According to Rinny, the Best Operations Contact Center award reflects the strength of effective and customer-oriented service processes and governance. Meanwhile, the Best Use of Social Media award highlights Pegadaian’s ability to build communication and engagement through digital channels. The Best Self-Service Technology award acknowledges the company’s commitment to providing self-service solutions that are increasingly easy, fast, and convenient for the public to access. She concluded that this recognition motivates the team to continue improving customer interactions, delivering more accessible service innovations, and ensuring every customer experience reflects world-class service standards.