As one of the companies that fall into the category of State-Owned Enterprises (SOEs), telkom call centers must be provided by the company. Not without reason if a company as big as telkom is obliged to provide interactive telephone services and digital communication. Because, consumers who use Telkom services in Indonesia are quite a lot.
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 disruption experienced by telkom companies.
In addition, consumers also have the right to submit complaints about services that are not in accordance with the procedural. Then, consumers can also convey criticism and suggestions through the call center service to be used as an evaluation material by the Telkom company.
Why Should Every Company Provide Call Center Services?
Referring to government rules, every large company that has a large enough consumer base must indeed provide call center services. The goal is to facilitate handling if consumers experience problems in using the services of the company.
One of the largest companies that provide call center services is Telkom. Each company has its own policies related to the provision of integrated information center services. The service does have the main function to explain to consumers about the solution of the problem that is being experienced.
In addition, Telkom call centers are also obliged to follow up all complaint reports submitted by consumers. And do not forget, the task of this call center must record all inputs, criticisms, and suggestions used as references or evaluation materials for the company.
Risks of Companies That Do Not Provide Call Center Services
There are some risks that must be borne by certain companies that do not provide call center services. If this is left without a solution, then there will be a long-term risk and quite fatal. Therefore, here are some risks from the absence of call center services provided by certain companies. Among them are as follows:
- Get a Reprimand from the Government
The first risk is of course to get a strong rebuke from the government. Because, companies are required to provide call center services so that consumers can submit complaints directly via interactive phones or electronic mail through 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. Because, this call center service makes it easier for consumers to submit complaints about the company’s services. Like Telkom call centers that are always contacted by consumers to find out about product information.
- Difficult to Evaluate The Company
And the last risk is that it is difficult to evaluate the company. This is because the company does not have data on consumer complaints. So, to improve the quality and performance of the company, it takes input, criticism, and suggestions from consumers.
Telkom Call Center Becomes One of the 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 call originating from within the Country. Because, these customers from Telkom only exist in Indonesia. Thus, all call center calls are domestic.
In addition to interactive phone calls, Telkom’s call center service has now “evolved” and is available in digital form. So, anyone can easily submit complaints, criticisms, and suggestions to PT.
Telkom through a call center on social media. Now, the call center from Telkom can be accessed through digital media. So, millennials can convey all product-related problems through digital media such as Twitter, Instagram, or Facebook.
This step is considered to be able to reach consumers widely. Because, consumers from Telkom are not only adults. But also millennials who are always active in using social media.
With the Telkom call center on social media, it is expected to solve problems or obstacles experienced by consumers quickly and precisely. So that the trust and level of consumer satisfaction with telkom products is higher.
Difference Between Telkom Call Center Via Interactive Phone and on Social Media
Both types of call centers are provided by PT. Telkom is very different in terms of handling. Although different, but you still get the convenience of contacting call center services from Telkom.
The first difference, call center via interactive telephone connection is charged a credit fee by the operator. So, you must provide enough credit to contact the call center service through an interactive telephone connection. Meanwhile, this call center through social media only uses internet data quota. So it is cheaper in terms of cost.
The second difference, call center service through this interactive telephone connection will get a fairly fast response. In fact, for some specific cases can be resolved by the information service center provider from PT. Telkom. So, you do not need to come to the nearest branch office to overcome the obstacles experienced.
Meanwhile, the social media call center alerted by Telkom takes time to answer all complaints, questions, or complaints that come through the direct message feature. Thus, the process of solving problems reported through Telkom call centers via social media is a little slower when compared to interactive telephone connections.
The third difference, call center services using this interactive phone connection are sometimes difficult to connect. This is due to the large number of incoming calls. So, the officer cannot connect with the phone connection you do. For that, you are advised to contact the call center regularly.
Meanwhile, the message you convey through this social media call center can be received by officers. With alacrity, the officer will reply to all messages related to Telkom product complaints quickly. If you need special handling, then you will get a complaint number so that complaints can be handled by related parties.
How to Contact Telkom Call Center Via Interactive Phone and Social Media
Indeed, anyone can contact the call center of PT. Telkom, 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 through an interactive telephone 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 directs you in submitting complaints, criticisms, or suggestions. Usually, conversations between call centers and consumers will be recorded to improve the quality of related companies.
If you submit a complaint through telkom call center via social media, then you only need to send a message through 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 check mark. Because, telkom accounts that are verified and managed by call center admins have a blue tick.
Telkom is one of the state-owned enterprises. That is, the company is managed by the State. So tidak wonder if this State-owned company provides call center services to serve complaints, complaints, criticisms, and suggestions from consumers. Now, Telkom provides complaint services digitally. So, Telkom call center can be contacted easily and actively for a full 24 hours.