Differences between Telkom Call Center Via Phone and Social Media
As one of the companies that are included in the Category of State-owned Enterprises (BUMN), telkom call centres should be provided by the company. It is not without reason that a company as large as Telkom is obliged to provide interactive telephone services and digital communication. This is because there are many consumers who use tel you services in Indonesia.
And if consumers experience problems or problems when using products from Telkom, then the first step taken by consumers is to contact the call center service. So indirectly, this call center service serves as an information center regarding the disturbances experienced by telkom companies.
In addition, consumers also have the right to lodge complaints about services that are not in conformity with the procedure. Then, consumers can also submit criticism and suggestions through call center services to be used as evaluation material from telkom company.
Why should every Company provide call center services?
With reference to government regulations, any large company that has a large enough customer base must indeed provide call center services. The aim is to facilitate management if consumers experience problems using the company’s services.
One of the big companies that provide call center services is Telkom. Each company has its own policy on the provision of integrated information center services. The service has the main function of explaining to consumers the solution to the problem being experienced.
In addition, Telkom’s call centre is also required to follow all reports of complaints submitted by consumers. And lest we forget, the task of this call center must record all inputs, criticisms, and suggestions used as reference material or evaluation for the company.
Risks of Companies Not Providing Call Center Services
There are several risks that have to be borne by certain companies that do not provide call center services. If left unresolved, there would be a long-term and rather fatal risk. Therefore, these are some of the risks of 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. This is because companies are required to provide call center services so that consumers can submit complaints directly via an interactive telephone or e-mail via social media.
- Lack of Trust in the Eyes of Consumers
Lack of trust in the eyes of consumers is the second risk for companies that do not provide call center services. This is because this call center service makes it easier for consumers to file complaints about the company’s services. Like the Telkom call centre which is always contacted by consumers to find out about the product information.
- Difficult to Evaluate the Company
And the latest risk is that it is difficult to evaluate the company. This is because the company does not have data on consumer complaints. Therefore, to improve the quality and performance of the company, input, criticism, and suggestions from consumers are needed.
Telkom Call Center Becomes One of Interactive Phone and Digital Mail-Based Services
Generally, these large companies in Indonesia provide interactive phone-based call center services. Usually, this interactive service is a domestic call center or calls originating from within the state. This is because customers from Telkom are only located in Indonesia. Therefore, all call center calls are domestic.
In addition to interactive calls, Telkom’s call center services have now “evolved” and are available in digital form. So, anyone can easily submit complaints, criticism, and suggestions to PT.
It has picked you up through call centers on social media. Now, the call center from Telkom can be accessed through digital media. So, millennials can deliver all the problems related to products through digital media like Twitter, Instagram, or Facebook.
This step is considered to be able to reach consumers widely. This is because consumers from Telkom are not just adults. But also millennials who are always actively using social media.
With the Telkom call center on social media, it is hoped that it can solve problems or obstacles experienced by consumers quickly and precisely. So that confidence and the level of customer satisfaction with telkom products are rising.
Differences Between Telkom Call Centers Via Interactive Phone and on Social Media
The two types of call centers provided by PT. Telkom are very different in terms of its management. Even if it’s different, you’ll still have the convenience of contacting call center services from Telkom.
The first difference is that the call center through this interactive phone connection is charged credit by the operator. So, you need to provide enough credit to contact the call center service via an interactive phone connection. Meanwhile, this call center via social media uses only the internet data quota. So it’s cheaper in terms of cost.
The second difference is that the call center service through this interactive phone connection will get quite a quick response. In fact, for certain cases it can be solved by the information service center provider from PT. Telkom. So, you don’t have to get to the nearest branch office to overcome the obstacles experienced.
Meanwhile, telkom’s warned social media call center takes time to answer all complaints, questions or complaints that log in through the direct message feature. Therefore, the problem-solving process reported through Telkom’s call center via social media is a little slower compared to interactive phone lines.
The third difference is that the call center services that use this interactive phone connection are sometimes difficult to connect to. This is due to the large number of incoming calls. So, the officer cannot connect to the phone connection you are making. For this, you are advised to contact the call center regularly.
In the meantime, the message conveyed through this social media call centre can reach the officer. Quickly, the officer responds to all messages related to tel you product complaints quickly. If you need special treatment, then you will have a complaint number so that the complaint can be dealt with by the relevant party.
How to Contact Telkom Call Center Through Interactive Phone and Social Media
Indeed, anyone can contact PT. Telkom’s call center, especially consumers who experience product problems. How to contact him is also very easy. For those of you who want to contact the call center via an interactive phone connection, then please use a smartphone or landline.
After that, immediately press the call center number from Telkom at number 147. Then, there will be customer service that will direct you to submit complaints, criticism, or suggestions. Usually, conversations between call centers and consumers are recorded to improve the quality of related companies.
If you submit a complaint through Telkom’s call center via social media, then you just need to send a message via the direct message feature on TelkomIndonesia (Twitter), TelkomIndonesia (Instagram), and telkom Care (Facebook) accounts.
Make sure the call center accounts you contact have a blue checkmark. That’s because telkom accounts that are verified and managed by call center administrators have a blue check mark.
Pt. Telkom is one of the state-owned companies. That is, the company is managed by the State. Soyou’d ask if this state-owned company provides call center services to serve complaints, complaints, criticism, and suggestions from consumers. Now, Telkom provides complaints services digitally. So, Telkom’s call center can be easily and actively contacted for a full 24 hours.