About Us


A Company of Proven Expertise, Experience, Excellence

PT Satu Enam Delapan Solusi was set up in December 2009, the team at ‘168Solution’ consists of experts with at least 9 years proven successful professional experience in Contact Center for Inbound and Outbound, Voice, Email and alternate media Channels with Core expertise on Processes and Operations Management with local Contact Center Knowledge.

The team led by Grace Heny.  She was a professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers. The industries ranging from banking to telecommunication in Indonesia, our team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries. Our company currently employed 20 personnel, all with highly qualified contact center experience.

We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.

Our services include:

Consulting – Call Center Set-up and Process Improvement

  • Establishing Best-Practice Processes
  • Quality Monitoring and Escalation Processes
  • Capacity and Resources Planning – for Inbound and Outbound call centers
  • Refinement of Service Level Agreement
  • Project Management role for set up, migration or transforming phase
  • Forecasting Staffing Scheduling (FSS or known as WFM) coaching Program

Training - for Call Center professionals of all levels

  • Basic Contact Center Principles
  • Contact Center Planning and Management
  • Capacity Planning – Workforce Management; Forecasting, Staffing, Scheduling
  • Quality Monitoring and Coaching Program
  • Cross-selling and Up-selling for Inbound Call Center
  • Telemarketing for Outbound Call Center
  • Performance Management
  • Social Media for Service Excellence Contact Center

Contact Center Indonesia Certification - endorsed by ContactCenterWorld

  • CCIC International Best Practice – operational
  • CCIC Operation Manager
  • CCIC Supervisor
  • CCIC Work Force Management Professional
  • CCIC Trainer
  • CCIC Human Resources Professional
  • CCIC Quality Monitoring
  • CCIC Customer Relationship Management Champion  
  • CCIC Social Media Professional


  • Customer Satisfaction Survey collaborated with ContactCenterWorld.com
  • Mystery Shopping
  • Employee Satisfaction collaborated with ContactCenterWorld.com