New Telkomsel call center to improve the quality of service
The presence of a new Telkomsel call center, namely Carolina or online customer service, is something that is very welcomed by consumers. This is not surprising, because the services provided can really make consumers. One form of service is non-stop within 24 hours.
These services certainly make consumers feel safe and comfortable. As not, consumers can file all complaints and concerns without being limited in time. Consumers can flexibly file complaints without fear of being out of hours. It is indisputable that call centers have a decisive role for regular customers of the company.
Not only as a forum for posting customer complaints, call centers also play a role in providing education and reliable information from the company. This forces consumers not to repeatedly check different sources to get the truthfulness of the information. In addition, it is also an opportunity to increase sales for the company through attractive offers.
Telkomsel call center for regular customers
Prior to telkomsel’s new call center policy, it was until August 2017 that Telkomsel customers could call 155 for a service center. To use the service at 155, there is neither a penny nor a free of charge.
The absence of commissions or fees, of course, pleases consumers. Consumers do not need to prepare a special budget to use such services. Consumers are free to file complaints or request product-related information.
As the general manager of Telkomsel Customer Service Management has shown, the new Telkomsel call center has a very important role not only as a unit for handling customer complaints and complaints. But also as a counterweight to the latest products that have been brought to market.
This means that when there is a product that has been launched on the market, but it turns out that there are still obstacles or are not even ready, the role of a call center employee in providing education and services becomes very important. So that its existence could not be consolidated in the company.
This unit is very important to support other departments such as marketing or sales. Once marketing or sales offer products to consumers, call centers play a role in serving complaints, obstacles, or complaints related to products that have been offered by marketing or sales.
How to contact the new Telkomsel call center
To contact telkomsel’s new call center, of course, it is different from the previous one. Especially for call center contacts until August 2017 or about four years ago. For Telkomsel customers, both Simpati and As card users, if you want to contact the call center, you can go to 188.
Switching customer service numbers from 155 to 188 has certainly become the company’s policy. To call call call 188 and contact a customer service employee, of course you are charged a very pocket fee, which is IDR 300 for a single call. Of course, the tariffs are very cheap.
You don’t need to prepare a big loan. If you only have a credit of Rs 5,000, you can already use the service without being limited by time, meaning it is as needed. So no need to worry about losing a large number of loans.
Caroline, a new and complex call center of Telkomsel
Telkomsel’s new call center is Caroline. Caroline is an acronym for online customer service. As a comprehensive service for all Telkomsel customers, Caroline provides satisfactory service. Namely, 24-hour continuous service. Caroline has also spread throughout major cities and will certainly expand its reach, given that the number of Telkomsel customers is also very large.
Based on telkomsel data, they found that Caroline receives many calls every month. That is about 1.4 million subscribers. Fantastic numbers are not something strange. This is considered comparable to the number of Telkomsel consumers with distribution in different cities and regions.
Of the estimated 1.4 million consumers, according to statistics, more than 90 percent of existing calls can be directly connected to customer service staff very quickly. That is less than 15 seconds. The team of customer service specialist is undoubtedly the main feature of the company’s products.
In order to provide the best service, Telkomsel provides not only an understanding of the company’s products, but also the culture of the area. Understanding local culture is key to providing services to clients. So treating or treating consumers with a particular and different culture is not difficult for Carolina officers.
This is what makes consumers from different regions get the best service. Consumers also feel comfortable, even though they have a different cultural background from officers. Because Officer Caroline knows how to adapt and has the best adaptability.
Caroline’s contact numbers vary for customers. For both domestic and foreign clients of Telkomsel cards for cooperating merchants. You can find the official information on telkomsel’s website to get the contact number you need and it can be contacted.
Customer relationship management, a good customer relationship management system
Caroline has a new call center system, customer relationship management. The importance of the system for corporate organization is indisputable. Such management systems serve to make good management for relationships with customers and the company. From registration and data collection to accounting for sales activities.
The advantage of a CRM system is that any form of interaction and communication with customers both from different platforms and from different platforms can be controlled very optimally. Through different platforms and services. Whether by phone or chat. Consumer data is definitely an important thing, of course, companies will keep them secret. Telkomsel can control all forms of communication that have occurred.
For example, the customer service team and customers interacted. However, the customer service team does not serve consumers happily, so the company can monitor the efficiency of employees and use it to improve it. An example of a root problem is that the customer service team is not used to processing customers, the company will look for a solution.
The solution used by the company is to improve capabilities or training. However, if a team of customer service employees already has the opportunity only that they do not perform service procedures correctly or in accordance with the SOP, then this behavior may be a step of the company to make a policy decision.
CRM or Customer Relationship Management with Integration System Services certainly contains personal consumer information. Such as phone number, name, residential address, etc. Not only that, data on customer problems can also be collected in the system. So that the customer service team can see the dataset as a step to provide the best service.
When the consumer contacts a team of customer service employees, they will be able to respond. The answer provided, of course, in a short time and accurate based on the database owned. This data is certainly very important. Of course, the company will guarantee this. Therefore, you no longer need to hesitate to use the new Telkomsel call center service.