Serving with Full Heart, Pegadaian Wins This Award
Serving with Full Heart, Pegadaian Wins This Award
Jakarta, CNBC Indonesia - PT Pegadaian has successfully won the Contact Center Service Excellence Award (CCSEA) 2026 in the Multifinance Call Center category at the Top CX Brand Award - CXTRAORDINARY EVENING 2026. The event, themed “The Secret to Serving with Full Heart”, was held at Hutan Kota by Plataran, Jakarta, on 30 April 2026.
The award 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 customers with an easy, quick, and humanised experience amidst the massive wave of digitalisation.
Senior Vice President of Contact Centre Services at PT Pegadaian, Rinny Amelia Hadjoh, stated 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 merely 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 an official statement on Tuesday (5/5/2026).
Meanwhile, Director of Networks and Operations at PT Pegadaian, Eka Pebriansyah, revealed that this achievement aligns with the company’s Customer Experience (CX) transformation roadmap. Pegadaian remains 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, delivers 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,” emphasised Eka.
In addition, Pegadaian continues to strengthen the competencies of its service personnel, improve business processes, and maintain service consistency across various channels. These steps are taken to ensure that the services provided are professional and empathetic, in line with evolving global customer experience standards. Moving forward, 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 humanised approach, so that customers still feel close, heard, understood, and served with full heart,” explained Eka.
This award further affirms Pegadaian’s position as an inclusive driver of the 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 steps taken by Pegadaian to provide the best services 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.