Differences between telkom call center via phone and social media
As one of the companies that belongs to the category of state-owned enterprises (BUMN), the company must provide telkom call centers . It is not without reason that such a large company as Telkom is obliged to provide interactive telephone services and digital communication. This is because there are quite a lot of consumers in Indonesia who use telkom services.
And if consumers encounter problems or problems when using Telkom products, then the first step for consumers is to contact the call center service. So, indirectly, this call center service acts as an information center about the alarms experienced by telkom companies.
In addition, consumers have the right to submit complaints about services that do not comply with the procedure. Consumers can then also submit criticisms and suggestions through call center services, which the Telkom company uses as evaluation material.
Why should every company offer call center services?
Referring to government regulations, any large company with a sufficiently large consumer base must really provide call center services. The aim is to facilitate handling when consumers have problems using the company’s services.
One of the large companies that provide call center services is Telkom. Each company has its own policy for the provision of integrated information center services. The main task of the service is to explain the solution to the problem experienced by consumers.
In addition, the Telkom call center is also obliged to monitor all reports of complaints submitted by consumers. And do not forget that the task of this call center must record all the inputs, criticisms and suggestions that will be used as reference or evaluation material for the company.
Risks of companies that do not provide call center services
There are a number of risks that must be borne by certain companies that do not provide call center services. If it remains unresolved, there will be a long-term and rather fatal risk. Therefore, these are some of the risks arising from the lack of call center services provided by certain companies. Among them are the following:
- Received a reprimand from the government
The first risk, of course, received a strong reprimand from the government. That’s because companies need to offer call center services so that consumers can submit complaints directly via interactive phone or email via social media.
- Lack of trust in the eyes of consumers
The lack of confidence in the eyes of consumers is another risk for companies that do not provide call center services. This is because this call center service makes it easier for consumers to submit complaints about the company’s services. For example, the Telkom call center , which consumers always contact for product information.
- The company is difficult to evaluate
And the last risk is that the company is difficult to evaluate. This is because the company does not have data on consumer complaints. Thus, in order to improve the quality and performance of the company, the input, criticism and suggestions of consumers are needed.
Telkom call center becomes one of the interactive telephone and digital mail-based services
In general, these large Indonesian companies offer interactive phone-based call center services. Typically, this interactive service is a domestic call center or calls from the state. This is because Telkom’s customers are only located in Indonesia. Thus, all call center calls are homemade.
In addition to interactive phone calls, Telkom’s call center services are now “advanced” and available in digital form. So, anyone can easily submit complaints, criticisms and suggestions to the PT.
Telkom via call centers on social media. The Telkom call center can now be accessed via digital media. So, millennials can communicate all product-related issues through digital media such as Twitter, Instagram, or Facebook.
It is believed that this step will reach consumers widely. This is because Telkom consumers are not just adults. But also millennials who always actively use social media.
Since the Telkom call center is on social media, it is hoped that it will be able to quickly and accurately solve the problems or obstacles experienced by consumers. So trust and consumer satisfaction with Telkom products increases.
Differences between Telkom call centers via interactive phone and social media
Both types of call centers provided by PT. Telkom is very different in its handling. Although it is different, you can still conveniently contact the call center services from Telkom.
The first difference is that the call center through this interactive telephone connection takes credit from the operator. Thus, you need to provide enough credit to contact the call center service through an interactive telephone connection. Meanwhile, this call center uses only the internet data quota through social media. So it is cheaper in terms of cost.
Another difference is that the call center service through this interactive telephone connection receives a response quite quickly. In fact, in certain cases, this can be solved by the provider of the PT information center. Telkom. So, to overcome the obstacles experienced, you do not need to come to the nearest branch office.
At the same time, the social media call center warned by Telkom takes the time to respond to any complaints, questions or complaints that come through the direct message function. Thus, the process of solving problems reported through social media through the Telkom call center is a little slower compared to interactive phone lines.
The third difference is that call center services using this interactive telephone connection are sometimes difficult to connect. This is due to the large number of incoming calls. So, the official will not be able to contact the telephone connection that you are doing. To do this, you are advised to regularly contact the call center.
Meanwhile, the official can receive this message transmitted through the social media call center. Quickly, the official responds to all messages related to telkom product complaints quickly. If you need a special procedure, you will receive a complaint number so that the party concerned can handle the complaint.
How to contact the Telkom call center via interactive phone and social media
Indeed, anyone can contact the PT call center. Telkom, especially consumers who have product problems. How to contact him is also very simple. For those who want to connect to the call center via an interactive telephone connection, use a smartphone or landline phone.
After that, immediately press the Telkom call center number at 147. Then there is customer service that will guide you to submit complaints, criticisms or suggestions. Typically, conversations between call centers and consumers are recorded to improve the quality of the companies involved.
If you make a complaint through the Telkom call center via social media, you only need to send the message via the direct message function on TelkomIndonesia (Twitter), TelkomIndonesia (Instagram) and Telkom Care (Facebook) accounts.
Make sure the call center accounts you contact have a blue check mark. This is because telkom accounts approved and managed by call center administrators have a blue check mark.
Pt. Telkom is one of the state-owned enterprises. That is, the company is managed by the state. So tidak do not know if this state-owned company provides call center services to service consumer complaints, complaints, criticisms and suggestions. Telkom now offers the complaints service digitally. Thus, the Telkom call center can be easily and actively contacted for a full 24 hours.