Pegadaian's Contact Centre Wins CCSEA 2026 at Top CX Brand Awards
The event, themed ‘The Secret to Serving with Full Heart’, serves as recognition of Pegadaian’s commitment and consistency in delivering contact centre services that are not only responsive and solution-focused but also provide an easy, quick, and humane customer experience amid the flow of digitalisation.
The award was received directly by Senior Vice President of Contact Centre Services at PT Pegadaian, Rinny Amelia Hadjoh, at the event held at Hutan Kota by Plataran, Jakarta, on Thursday (30/4). In her statement, Rinny emphasised that this achievement is the result of synergy among all Pegadaian personnel, particularly the contact centre team, which serves as the frontline in responding to customer needs daily.
“For us, serving with full heart means being present to listen, understand, and provide the best solutions. This award serves as motivation for us to continue improving the quality of interactions, because the contact centre is not just an information hub, but a space for interaction that builds trust and closeness between Pegadaian and the community, helping customers obtain solutions quickly and accurately,” said Rinny in a written statement on Tuesday (5/5/2026).
On another occasion, Director of Network and Operations at PT Pegadaian, Eka Pebriansyah, revealed that this achievement aligns with the company’s Customer Experience (CX) transformation roadmap. Pegadaian is committed to ensuring that every service touchpoint maintains superior quality standards.
“In line with the Danantara CX100 assessment, we continue to strive to ensure that every service, including the contact centre, provides a solution-oriented experience. We believe that service quality is not only measured by response speed but by our ability to comprehensively understand customer needs,” asserted Eka.
Pegadaian continues to strengthen the competencies of its service personnel, improve business processes, and maintain service consistency across various channels to ensure that the services provided are professional and empathetic, in line with evolving global customer experience standards.
Looking ahead, Pegadaian will continue to integrate the latest technology with a human touch in its service ecosystem.
“Technology helps us become faster and more efficient, but the human touch remains the core of our service. We believe that trust is built through sincere interactions. Therefore, we combine digital strengths with a humanistic approach, so that customers still feel close, heard, understood, and served with full heart,” added Eka.
This award further affirms Pegadaian’s position as a driver of inclusive people’s economy. With a increasingly robust contact centre service, Pegadaian is optimistic about continuing to facilitate access to financial information and solutions for all layers of society.
The step-by-step efforts undertaken by Pegadaian to provide the best service are part of the company’s long-term commitment to delivering real benefits to customers and supporting national economic growth with the spirit of MengEMASkan Indonesia.