Telkom Achieve Call Center Service Excellence Award
Jakarta, March 31, 2010 – PT. Telekomunikasi Indonesia Tbk (Telkom) through Contact Center Telkom 147 has succeeded in gaining two prestigious awards in the event of Call Center Service Excellence Award 2010 organized by CCSL (Care Centre for Customer Satisfaction and Loyalty) in Jakarta, March 30, 2010. Through tight selection involving many parties, Contact Centre Telkom 147 has achieved Call Center Service Excellence Award 2010 for the category of Telecommunications and Internet Service Provider.
Vice President Public and Marketing Communication Telkom, Eddy Kurnia, explained that Telkom has achieved two awards of 15 categories competed. For any participant, he explained, Contact Center Telkom 147 has fulfilled requirement in measuring Call Center Service Excellence Index (CCSEI) made by CCSL every year.
Appraisal to the Contact Center Telkom 147 performance itself is based on three service contacts, those are: Access (related to technology), system and procedure (related to service standard consistency), and human resources (related to soft skill or hard skill).
“We will continuously try to make service improvement and give satisfaction to customers. One of the items always improved is the media interface with customers, that is, Contact Center,” said Eddy Kurnia.
The improvement, continued Eddy, is made referring to feedback of the subscribers periodically.
In line with the increasing number of subscribers, Telkom also tries to improve service quality adjusted with subscribers’ need and mobility. “This facility is not made just for fun, it is made very seriously,” said Eddy. According to him, Telkom will try to maximize Contact Center service by presenting quality service supported by Integrated CRM (Customer Relationship Management) System.
By utilizing sophisticated software, Customer Relationship Manager, able to ensure consistency of each information submitted to subscribers, the subscribers’ need can then be completed and fulfilled at their first contact.
He added, the event of Call Center Service Excellence Award 2010 like this would be made as a lesson for improvement, particularly for Customer Service Representative serving and communicating with subscribers, Technology Innovation as well as Manager, Supervisor and Call Agent. “With good cooperation between Telkom and Infomedia, in the event of Call Center Service Excellence Award 2010, Contact Center Telkom 147 again achieved much better award,” he said.
Eddy also explained that Contact Centre Telkom 147 operated by PT Infomedia Nusantara (Infomedia) as a member of Telkom Group always built contact with subscribers. Therefore, with the existence of Contact Centre, the community would get information related to product service of Telkom, like Flexi, Speedy and fixed line.
Appraisal to the Contact Center Telkom 147 performance itself is based on three service contacts, those are: Access (related to technology), system and procedure (related to service standard consistency), and human resources (related to soft skill or hard skill).
“We will continuously try to make service improvement and give satisfaction to customers. One of the items always improved is the media interface with customers, that is, Contact Center,” said Eddy Kurnia.
The improvement, continued Eddy, is made referring to feedback of the subscribers periodically.
In line with the increasing number of subscribers, Telkom also tries to improve service quality adjusted with subscribers’ need and mobility. “This facility is not made just for fun, it is made very seriously,” said Eddy. According to him, Telkom will try to maximize Contact Center service by presenting quality service supported by Integrated CRM (Customer Relationship Management) System.
By utilizing sophisticated software, Customer Relationship Manager, able to ensure consistency of each information submitted to subscribers, the subscribers’ need can then be completed and fulfilled at their first contact.
He added, the event of Call Center Service Excellence Award 2010 like this would be made as a lesson for improvement, particularly for Customer Service Representative serving and communicating with subscribers, Technology Innovation as well as Manager, Supervisor and Call Agent. “With good cooperation between Telkom and Infomedia, in the event of Call Center Service Excellence Award 2010, Contact Center Telkom 147 again achieved much better award,” he said.
Eddy also explained that Contact Centre Telkom 147 operated by PT Infomedia Nusantara (Infomedia) as a member of Telkom Group always built contact with subscribers. Therefore, with the existence of Contact Centre, the community would get information related to product service of Telkom, like Flexi, Speedy and fixed line.
For further information, please contact:
Eddy Kurnia
Vice President Public and Marketing Communication
PT. Telekomunikasi Indonesia, Tbk
Tel. 62-22-4527455.
Fax. 62-22-4521411
Email: eddy_k@telkom.co.id
Website : www.telkom.co.id