Putrajaya. With the support of Danantara, PT Pegadaian continues to strengthen its presence on the international stage, earning global recognition for its commitment to customer service excellence and digital innovation.

The state-owned financial services company secured three Gold awards at the Contact Center World Asia Pacific 2026 competition, held in Putrajaya, Malaysia, from June 22 to 26. The achievement underscores Pegadaian’s commitment to delivering customer service that is innovative, technology-driven, and globally competitive.

Through its Contact Center Department under the Service and Contact Center Division, Pegadaian earned top honors in three strategic categories: Best Operations Contact Center, Best Use of Social Media, and Best Self-Service Technology.

Contact Center World is one of the region’s leading international forums and competitions, bringing together organizations across Asia-Pacific to showcase best practices in customer service management, digital transformation, technology utilization, and customer experience enhancement.

At this year’s event, Pegadaian competed against leading corporations and institutions from across the region. The company’s presentations were delivered by Pegadaian employees Reggy Nouvan, who represented the Best Self-Service Technology category, and Afri Yanda, who presented the Best Operations Contact Center category. Both representatives jointly presented the Best Use of Social Media category.

Winning Gold across all three categories demonstrates that Pegadaian’s service transformation initiatives not only meet evolving customer expectations but also align with international best practices in contact center management.

“This achievement is not merely about receiving awards. It is recognition that Pegadaian’s service transformation has produced operational standards and customer experiences that can stand alongside some of the world’s leading companies,” said Eka Pebriansyah, Director of Network and Operations at PT Pegadaian.

“We believe that service quality is one of the key foundations for building public trust and maintaining the company’s relevance amid rapidly changing customer behavior and technological developments,” he added.

According to Eka, Pegadaian’s transformation journey extends beyond digitalization. The company has focused on building a more integrated and effective service ecosystem capable of delivering a consistent customer experience across every interaction point.

“This recognition motivates Pegadaian to continue strengthening its service excellence culture, accelerating innovation adoption, and ensuring that every service enhancement delivers tangible benefits to the public,” he said.

Rinny Amelia Hadjoh, Head of Service and Contact Center Division at PT Pegadaian, said the achievement reflects collaboration across multiple functions within the organization to continuously improve service quality.

“Participating in Contact Center World Asia Pacific 2026 was part of our effort to benchmark and validate the service standards we have developed over the years,” Rinny said.

“The results show that Pegadaian’s contact center has evolved into a technology-based, adaptive service with internationally competitive capabilities.”

She explained that the Best Operations Contact Center award reflects the company’s strong operational processes and customer-oriented governance. The Best Use of Social Media award recognizes Pegadaian’s ability to build meaningful engagement through digital channels, while the Best Self-Service Technology award acknowledges the company’s commitment to providing faster, easier, and more convenient self-service solutions.

“This recognition encourages us to continue improving customer interactions, introducing accessible service innovations, and ensuring that every customer experience reflects world-class service standards,” Rinny said.

The triple Gold achievement further reinforces Pegadaian’s commitment to building a modern, integrated, and customer-centric service ecosystem. Driven by a spirit of continuous transformation, Pegadaian remains committed to delivering relevant, trusted, and innovative services that create meaningful value for the people of Indonesia.

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