I've known Grace as a truly intelligent, creative, and passionate call center and customer service professional.

She literally came to my rescue when I was first given the opportunity and challenge to manage a call center.

Her experience and her willingness to transfer her strategic knowledge and tactical experience really helped me in managing daily operations. She does not just gave high-level recommendations as most consultants would do, but she really coached the team through, leveraging on 15 years of her own operational experience.

With four Call Center Worldwide credentials and her Contact Center Indonesia banking knowledge, I am confident that 168Solution truly live up to their motto - Experience, Expertise, and Service Excellence through her personality and her team.

“Grace who is fully certified CIAC, a registered coordinator COPC and Yellow Belt for SIX SIGMA has a significant contribution to the establishment of Call Center in Indonesia.

Through her company, 168Solution, she develops our skills and knowledge on how to run a Call Center, People Management, CRM and Leadership Business Management. Attending her classes helped me to improve our process which led to better performance”.

Initially it was difficult for me to find a call center training servce that does not only present theories but can also train by giving real applicable operation examples and cases, especially in the fast-paced telecommunication industry.

All that changed when I met Grace and her team at 168Solution.

With her years of hands-on experience in managing contact centers in the telecommunication industry, all the challenges are answered with practical solutions.

During her training sessions, in addition to call center knowledge, practical tips and solutions to increase operational effectiveness and efficiency were also presented.

Grace really adds value on training topics by using real examples on how one parameter affects others, and on how they ultimately affect customer satisfaction.

At 168Solution's training sessions, Operations, People, Systems, Strategies are seamlessly and clearly presented.

Thank you 168Solution, and my best wishes for continuous success.

I've known Grace long before 168Solution was formed. She is a truly intelligent professional with a sharp focus on customer needs yet a broad-reaching view of all business aspects.

XL has worked with 168Solution on several occasions. And we are truly satisfied with the results and the team's flexibility in customizing contents to our specific needs.

My best wishes to 168Solution.

My impression during recognize Grace Henny is dedicated, sincerely and always wanted to give the best with what she’s doing and professional.

Grace Heny is a good friend, as well as a reliable and dependable business partner. Experiences as well as his passion of the world call centers which is non-stop to update knowledge through training and networking, is a major contribution and great help for call center professionals.

Grace is very capable for this award and smart person!! (Comment on Contact Center World: Top Ranking Performers Awards - Industry Champion Award)

"Contact Center experiences coloring her life's journey that makes her a hero of the contact center in Indonesia"
(Comment on Contact Center World: Top Ranking Performers Awards - Industry Champion Award)