Pertumbuhan bisnis perbankan berkembang semakin pesat ditandai dengan persaingan yang kompetitif diantara bank-bank pemerintah dan swasta. Bank-bank berlomba-lomba menawarkan berbagai produk jasa perbankan salah satunya dengan penyaluran kredit untuk sektor individu berbentuk kartu kredit. Respon positif masyarakat atas manfaat kemudahan layanan kartu kredit pun menjadi peluang yang menjanjikan bagi bank penerbit. Di sisi lain kartu kredit sebagai bentuk pinjaman tanpa agunan berpotensi melahirkan kredit macet. Bank BNI sebagai salah satu bank penerbit kartu kredit memiliki unit Collection pada divisi Bisnis Kartu yang salah satu tugasnya mengembalikan aset perusahaan sehingga memperkecil angka Net Performing Loan (NPL). Untuk mendukung tugas tersebut, manajemen BNI Card Center mengimplementasikan perangkat Predictive Dialing Syistem (PDS). Tujuaan penelitian ini untuk mengetahui seberapa besar dampak implementasi perangkat PDS terhadap kinerja tim Frontend pada Unit Collection, BNI Card Center, Sentra Bisnis Kartu Bandung. Dalam melakukan penelitian ini, penulis menggunakan metode penelitian Deskriptif Analisis Kuantitatif. Untuk pengukuran faktor kualitas perangkat Predictive Dialing System digunakan faktor Functionality, Usability, Reliability, Performance, dan Supportability. Pengukuran kinerja tim Frontend menggunakan faktor Kept Account dan Kept Payment. Pengolahan data statistiknya menggunakan SPSS 15 for Windows. Implementasi perangkat PDS mampu memberikan dampak atau pengaruh sebesar 62,1 persen terhadap kinerja tim Frontend pada unit Collection, BNI Card Center Sentra Bisnis Kartu Bandung. Berdasarkan hasil pengujian terbukti implementasi perangkat PDS memiliki dampak yang signifikan dalam meningkatkan kinerja tim Frontend. Semakin baik implementasi perangkat PDS diprediksi akan meningkatkan kinerja tim Frontend pada unit Collection, BNI Card Center, Sentra Bisnis Kartu Bandung, begitupula sebaliknya.

The growth of banking business has grown more rapidly characterized by competitive rivalry among banks, government and private. The banks are competing offers various banking services products one of them with loans for credit card-shaped individual sectors. Consumer response to the benefits the ease of credit card services also becomes a promising opportunity for the issuer bank. On the other hand, a credit card as a form of unsecured loans bad credit has the potential to give birth. BNI Bank as one of the credit card issuer bank has a Collection unit on the Card Business division of one of its tasks to restore the company's assets that minimize the number of Net-Performing Loans (NPL). To support these tasks, the BNI Card Center management implements Predictive Dialing System (PDS) device. The purpose of this research is to know how much impact the implementation of the PDS device on team Frontend performance, Collection Unit, BNI Card Center, Card Business Center Bandung. In conducting this research, the author uses descriptive research methods Quantitative Analysis. To measure the quality factor of Predictive Dialing System was used Functionality, Usability, Reliability, Performance, and Supportability factor. And to measure Frontend team performance used Kept Account and Kept Payment factor. The Data processing statistics used SPSS 15 for Windows. The Implementation of PDS devices has given a providing impact or effect of 62.1 percent on Frontend team performance, Collection unit, BNI Card Center, Card Business Center Bandung. Based on test results above proved that the implementation of the PDS has a significant impact in increasing the Frontend team performance. The better implementation of the PDS is expected to improve Frontend team performance on Collection unit, BNI Card Center, Card Business Center Bandung, nor vice versa.

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