Serving with Full Heart, Pegadaian Wins Top CX Brand Award 2026
Jakarta (ANTARA) - PT Pegadaian has won the Contact Center Service Excellence Award (CCSEA) 2026 for the Multifinance Call Center category at the Top CX Brand Award - CXTRAORDINARY EVENING 2026 in Jakarta on Thursday (30/4).
This 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 humane experience amidst the wave of digitalisation.
The award was received directly by Senior Vice President of Contact Centre Services at PT Pegadaian, Rinny Amelia Hadjoh. 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 merely an information hub, but a space for interaction that builds trust and closeness between Pegadaian and the community, helping customers obtain quick and accurate solutions,” said Rinny.
On another occasion, Director of Network and Operations at PT Pegadaian, Eka Pebriansyah, stated 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, 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,” Eka asserted.
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 accordance 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 to be 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 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 segments of society.
Pegadaian’s steps in providing 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 Empowering Indonesia.