Telkom call centres must be provided by the company in the State-owned Enterprises (BUMN) category, not without a reason why a large company like Telkom is obliged to provide interactive telephone services and digital communication, because there are many consumers in Indonesia who use Telcom services.
And if consumers have problems or problems when using Telcom products, consumer speak is the first step in connecting to call centre services. So indirectly, this call center service serves as an information centre on disturbances experienced by telcom companies.
In addition, consumers have the right to complain about services that are subject to procedural standards. Then, customers can also submit criticism and suggestions through the call center service that Telcom will use as evaluation material.
Why should every company provide call center services?
Referring to government regulations, every major company with a sufficiently large consumer base must indeed provide call centre services. The aim is to facilitate customers to take care of any problems they experience in using the company’s services.
Telco is one of the largest call center providers in the country. Each company has a policy on providing integrated information centre services. The service has the main function of explaining to consumers the solution to the problem currently being experienced.
In addition, Telcom’s call centre must follow all complaint reports submitted by consumers, and not to forget, the task of this call centre must record all inputs, criticisms and suggestions used as company reference or evaluation material.
There are a number of risks to be borne by some companies that do not provide call center services. If this is left unresolved, there will be a long-term and very dangerous risk. Therefore, these are some of the risks of some companies not providing call center services. “There are things that are coming out of it.
The first risk, of course, received a strong support from the government. This is because companies are required to provide call center services so that customers can file complaints directly via interactive telephone or electronic mail via social media.
A lack of confidence in consumers’ eyes for companies that do not provide call centre services is a second threat. This is because the call center service makes it easier for customers to file complaints about the company’s services. Always contact consumers for product information , such as telcom call centres.
- Difficult to evaluate company
The final risk is that it is difficult to evaluate the company. This is because the company does not have data on consumer complaints. It therefore requires input, criticism and consumers’ proposals in order to improve the quality and performance of the company.
These major Indonesian companies typically provide interactive telephone-based call center services. Typically, this interactive service is a domestic call centre or call that originates from within the state. This is because Telcom’s customers are only in Indonesia. So, all call center calls are domestic.
In addition to interactive phone calls, Telcom’s call center services are now “developed” and available in digital form, so everyone can easily file complaints, criticisms and suggestions about PT.
Telcom via call centers on social media. Telcom’s call centre can now be accessed via digital media. So, millennials can inform all product-related issues through digital media such as Twitter, Instagram, or Facebook.
The measure is expected to reach consumers widely. It’s telcom consumers who aren’t just adults. However, millennials have always been active in using social media.
With telkom call centre on social media – hopefully the centre will quickly and precisely solve problems or obstacles faced by customers, as consumer satisfaction with Telcom’s products continues to rise.
Two types of call centers provided by PT. Telcom is very different in handling. Despite the difference, Telcom still makes it easier to connect to call center services.
The first difference is that the call center charges credit to the operator through this interactive telephone connection. Therefore, adequate credit must be given to contact the call center service via an interactive telephone connection. As such, only internet data quotas are used at the call center via social media. That’s why it’s cheap erased in terms of costs.
The second difference is that this interactive telephone connection will provide a timely response to the call center service. In fact, in some cases it can be resolved by the PT Information Service Centre. Telcom. Therefore, it is not necessary to come to the nearest branch office to overcome the obstacles experienced.
Meanwhile, telcom-alerted social media call center takes time to respond to all complaints, questions and complaints that come directly through the message feature. So, the process of solving issues reported via Telkom’s call center via social media is slightly slower compared to interactive telephone lines.
The third difference is that using this interactive telephone connection, call center services sometimes find it difficult to connect. This is due to the large number of incoming calls. So, your phone to an officer won’t connect to a connection. He urged the call centre to contact the centre regularly for this purpose.
At the same time, the officer will receive the message you are sending through this social media call center. Quickly, the officer will respond quickly to all messages regarding telcom product complaints. If a special handling is required, then the complaint number will be available so that the complaint can be dealt with by the party concerned.
Indeed, anyone can contact PT’s call centre. Telcom, especially consumers who face product problems. It’s easy to get in touch with him. For those who want to call the call center via an interactive telephone connection, then use a smartphone or landline.
After that, call Telcom at 147 and enter the call center number. Then there will be customer service, and you have been asked to file complaints, criticisms, or suggestions. Transactions between call centres and consumers will generally be recorded to improve the quality of the companies concerned.
If you file a complaint via Telkom’s call center via social media , you only have to send a message via the message feature directly from telkom indonesia (Twitter), telkom indonesia (Instagram) and telkom care (Facebook) accounts.
Make sure that the contact call center accounts have a blue check mark. This is because the call center admin marks the check and the telcom accounts that check have a blue check mark.
- Telco is one of the state-owned companies. The company is run by the state. SoID AK questions whether this state-owned company is providing call center services to provide complaints, complaints, criticisms and suggestions from consumers. Now Telcom is providing complaint services digitally, so telcom’s call centre can be easily and actively connected 24 hours a day.