State-owned energy giant PT Pertamina (Persero) has once again demonstrated its unwavering commitment to service excellence by securing three major accolades at The Best Contact Center Indonesia (TBCCI) 2026 awards ceremony. The company’s remarkable performance at the national industry benchmark event underscores its dedication to maintaining high operational standards, optimizing customer relationship management, and ensuring transparent communication channels for the Indonesian public.
The recent honors awarded to Pertamina encompass critical operational domains within customer service, highlighting both individual competencies and cohesive team dynamics. Through rigorous evaluation processes that measure responsiveness, service quality management, and digital communication proficiency, Pertamina representatives successfully outperformed numerous competitors from various industry sectors. This achievement serves as a testament to the corporation’s ongoing transformation in digital service delivery and public stakeholder engagement.
Breakdown of the TBCCI 2026 Awards Won by Pertamina
At the prestigious TBCCI 2026 competition, Pertamina was recognized across two distinct and highly competitive categories: service quality management and digital public communication via electronic mail.
In the organizational category, the company captured the Silver predikat for The Best Service Quality Management Team (Small). This specific accolade was earned by Pertamina’s dedicated public information service team, represented by Dahlia and Della Evriliana. The award validates the team’s rigorous approach to maintaining exceptional service benchmarks, implementing quality assurance protocols, and continuously refining operational workflows to meet evolving consumer expectations.
Meanwhile, in the individual agent category, two Customer Relation Officers (CROs) stationed at Pertamina’s public email channel received high honors for their exceptional handling of public inquiries. Robiat Ul Auliah was awarded the Silver predikat, while Tony Dwi Kuswara secured the Bronze predikat. Both professionals are tasked with the critical responsibility of managing public correspondence, addressing queries regarding corporate policies, fuel distribution, energy transition initiatives, and general corporate information through the company’s official public email portal.
The recognition of both individual front-line agents and backend quality management teams illustrates a holistic approach to customer relationship management. By ensuring that incoming correspondence is handled with precision, empathy, and professional expertise, Pertamina continues to bridge the gap between corporate operations and public understanding.
Background and Significance of The Best Contact Center Indonesia
The Best Contact Center Indonesia (TBCCI) is widely recognized as the premier annual event and professional competition for the contact center industry in the country. Organized to foster innovation, elevate service standards, and acknowledge exceptional contributions within customer management, the event attracts participation from leading state-owned enterprises, multinational corporations, private financial institutions, and telecommunications giants.
Evaluating participants based on stringent international standards, the TBCCI jury panel assesses criteria such as operational efficiency, agent problem-solving capabilities, technological integration, customer satisfaction indices, and strategic leadership within service teams. Securing multiple awards in such a competitive ecosystem highlights the maturity of Pertamina’s contact center infrastructure and its alignment with global best practices in customer experience (CX).
In recent years, the role of contact centers has transcended traditional call-handling functions. Modern contact centers act as critical nerve centers for brand reputation, crisis management, and real-time public sentiment analysis. For a strategic national asset like Pertamina—which oversees the supply and distribution of vital energy products across the Indonesian archipelago—maintaining an agile, responsive, and reliable communication channel is of paramount importance.
Corporate Leadership Perspective: Combating Misinformation and Enhancing Two-Way Communication
Addressing the company’s latest achievement, Vice President Corporate Communication of PT Pertamina (Persero), Muhammad Baron, emphasized that these awards serve as a vital catalyst for the organization. He noted that the recognition provides additional impetus for the company to continuously elevate the quality of its public information services.
Baron highlighted the growing challenge of managing public information in the digital age, where unverified claims and misleading narratives can spread rapidly across digital platforms. Consequently, he stressed that every public query, concern, and piece of feedback received through Pertamina’s official channels must be handled with utmost care, clarity, and factual accuracy.
"Pertamina terus berupaya memberikan layanan terbaik untuk masyarakat. Kami mengapresiasi dedikasi tim serta para insan Pertamina yang telah menghadirkan layanan terbaik melalui kanal email publik," stated Baron in an official corporate statement released in Jakarta.
Furthermore, Baron elaborated on the foundational elements that drive Pertamina’s service excellence. He noted that high-quality information dissemination is not merely a product of individual talent, but rather the result of seamless teamwork, rigorous process management, and the continuous enhancement of front-line personnel competencies. To sustain these standards, Pertamina routinely conducts internal training programs, performance evaluations, and capability-building workshops for its service personnel, internally referred to as Perwira.
By reinforcing these internal mechanisms, the company aims to foster a proactive communication culture that anticipates public needs rather than merely reacting to inquiries. Baron underscored that the ultimate objective is to strengthen two-way communication channels, ensuring that the public feels heard while receiving accurate, timely, and comprehensive updates regarding Pertamina’s operations and national energy mandates.
Strategic Implications and Broader Impact on Public Stakeholder Engagement
The implications of Pertamina’s success at TBCCI 2026 extend far beyond corporate trophies; they directly impact public trust and corporate transparency. As Indonesia navigates complex energy transitions, fluctuating global commodity markets, and domestic distribution dynamics, accurate public communication is critical to maintaining social stability and economic confidence.
Effective digital email management and prompt customer service serve several strategic functions:
- Mitigation of Disinformation: By providing swift, verified, and authoritative responses to public queries, Pertamina minimizes the risk of hoaxes and unverified rumors impacting public perception regarding fuel prices, stock availability, and energy policies.
- Data-Driven Insights: Customer service channels function as valuable listening posts. Feedback gathered through email and contact center touchpoints provides management with actionable insights regarding regional distribution bottlenecks, consumer preferences, and areas requiring operational intervention.
- Enhanced Corporate Governance: Transparent and accessible communication channels reinforce the principles of Good Corporate Governance (GCG), assuring stakeholders, investors, and the general public of Pertamina’s accountability and customer-centric ethos.
Looking forward, Pertamina plans to leverage the momentum generated by this achievement to further modernize its customer relationship infrastructure. Integrating advanced artificial intelligence tools, optimizing omni-channel response systems, and expanding the analytical capabilities of quality management teams remain key priorities on the company’s strategic roadmap.
The recognition at The Best Contact Center Indonesia 2026 reaffirms that Pertamina’s human capital remains its most valuable asset in driving service innovation. Through the dedication of front-line agents like Robiat Ul Auliah and Tony Dwi Kuswara, alongside the structural oversight provided by teams led by professionals like Dahlia and Della Evriliana, Pertamina continues to set a high benchmark for public-facing corporate communications in Indonesia.
