Pegadaian Sweeps Awards at Global Contact Center World Asia Pacific 2026

PT Pegadaian (Persero) has once again achieved a proud milestone by sweeping three Gold awards at the Contact Center World Asia Pacific 2026, held from 22 to 26 June 2026 in Putrajaya, Malaysia. This achievement affirms Pegadaian’s commitment to delivering superior, innovative, and globally competitive customer service. Through its Department Contact Center – 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 the best organisations in the Asia Pacific region to showcase best practices in customer service management, digital transformation, technology utilisation, and the enhancement of customer experience. At this year’s event, Pegadaian competed alongside various leading companies and institutions from both domestic and international spheres. The Best Self-Service Technology category was presented directly by Pegadaian employee Reggy Nouvan, the Contact Center Operation category was presented by Afri Yanda, and the Best Use of Social Media category was presented by both. The success of winning Gold in all categories entered serves as concrete proof that Pegadaian’s service development not only meets current customer needs but also demonstrates a competitive standard of contact center management. Director of Network and Operations of PT Pegadaian, Eka Pebriansyah, stated that this achievement is the result of a consistently and sustainably executed service transformation journey. “This achievement is not merely about the award, but a form of recognition that the service transformation undertaken by Pegadaian has produced operational standards and customer experiences that can be aligned with the world’s best companies. We believe that service quality is one of the main foundations for building public trust and maintaining the company’s relevance amidst rapidly changing customer behaviour and technological developments,” Eka explained. Eka added that the service transformation carried out by Pegadaian focuses not only on digitalisation aspects but also on building a more integrated and effective service ecosystem that provides a consistent experience at every customer interaction point. “This award serves as encouragement for Pegadaian to continue moving forward, strengthening a culture of service excellence, accelerating the adoption of innovation, and ensuring that every service development truly delivers tangible benefits to the community,” Eka added. On the same occasion, Head of the Service and Contact Center Division of PT Pegadaian, Rinny Amelia Hadjoh, conveyed that this success is the result of collaboration across various functions within the company, jointly driving continuous service quality improvement. “Pegadaian’s participation in the Contact Center World Asia Pacific 2026 is part of an effort to actualise and measure the service standards we have built. The results achieved show that Pegadaian’s contact center has evolved into an adaptive, technology-based service with competitive capabilities at the international level,” said Rinny. According to her, the award in the Best Operations Contact Center category reflects the strength of processes and service governance that are run effectively and are customer-oriented. Meanwhile, the Best Use of Social Media award demonstrates Pegadaian’s ability to build relevant communication and engagement through digital channels. The Best Self-Service Technology award is recognition of the company’s commitment to providing self-service options that are increasingly easy, fast, and comfortable for the public to access. “This recognition motivates us to continue improving the quality of interactions with customers, delivering service innovations that are more accessible, and ensuring that every experience received by customers reflects world-class service standards,” she concluded. With a spirit of continuous transformation, Pegadaian is committed to consistently delivering relevant, trustworthy services that provide the best experience for the Indonesian people.