Differences between Telcom Call Center via phone and social media

As one of the companies included in the state-owned Enterprises (BUMN) category, the Telcom call center should be offered by the company. It is not without reason that a large company like Telcom is committed to providing interactive telephone services and digital communications. This happens because there are a lot of consumers who use Telcom’s services in Indonesia.

If users experience problems or problems while using products from Telcom, the first step taken by the users is to contact the call center services. So indirectly, this call center service serves as an information center about the disruption experienced by Telcom.

In addition, consumers have the right to submit complaints regarding services that do not comply with procedures. Then, consumers can submit reviews and suggestions through call center services used as an evaluation material by Telcom.

Why should every company provide call center services?

Referring to government regulations, every large company with an adequate consumer base should actually provide call center services. The aim is to make it easier to handle if consumers experience problems using the company’s services.

Telcom is one of the largest companies offering call center services. Each company has its own policy regarding the provision of integrated information center services. The service has the main task of explaining the solution to the problem experienced by the consumer.

In addition to this, Telcom call centers are required to follow up on all complaint reports submitted by users. Not to be forgotten, the task of this call center is to record all inputs, reviews and recommendations that will be used as a reference or material for enterprise evaluation.

Risks of companies that do not provide call center services

There are many risks that need to be accepted by some companies that do not provide call center services. If this is left without a solution, there will be a long-term and dangerous risk. So, here are some of the risks that may arise due to the lack of call center services offered by some companies. These include the following:

  1. Received a reprimand from the government

The first danger, of course, is to get a strong condemnation from the government. This is because companies have to provide call center services so that consumers can submit complaints directly via interactive phone or electronic mail via social media.

 

  1. Lack of confidence in the eyes of consumers

A lack of confidence in the eyes of consumers is a second risk for companies that do not offer call center services. This is because this call center service makes it easier for consumers to submit complaints about the company’s services.   Such as the Telcom call centre, which is always contacted by consumers to know about product information.

 

  1. It is difficult to evaluate the company

The last risk is that it is difficult to evaluate the company. This is because the company does not have data on consumer complaints. Thus, to improve the quality and performance of the company, input, review and recommendations from consumers are required.

Telcom call center becomes one of the interactive telephone and digital mail-based services

In general, these large companies in Indonesia offer interactive phone-based call center services. Usually, this interactive service is a domestic call centre or calls from within the state. This is because these customers from Telcom are only in Indonesia. Therefore, all call center calls are domestic calls.

 

Apart from interactive phone calls, Telcom’s call center services  have now “evolved” and are available in digital form. Therefore, anyone can easily submit complaints, reviews and recommendations to BT.

 

Telkom through call centres on social media. Now, the call centre from Telcom can be accessed through digital media. Therefore, millennials can report all issues related to products through digital media such as Twitter, Instagram or Facebook.

 

It is felt that this measure can reach consumers widely. That’s because consumers from Telcom aren’t just adults. But even millennials who are always actively using social media.

 

With the Telcom call center on social media  , it is believed that the problems or obstacles experienced by consumers can be resolved quickly and accurately, thereby increasing the confidence and level of consumer satisfaction with the products coming from Telcom.

 

The difference between the Telcom call center on interactive phone and social media

There are also two types of call centres provided by the PT. Telcom is very different in terms of handling. Although it’s different, you’ll still get the convenience of contacting call center services from Telcom.

 

The first difference is that a loan fee is charged by the operator to the call centre through this interactive telephone connection. Therefore, you need to provide enough credit to contact the call center service through an interactive telephone connection. Meanwhile, this call centre through social media only uses internet data allocation. So it’s cheaper in terms of cost.

 

The second difference is that the call center service will get a much quicker response through this interactive phone line. In fact, in some cases, this can be resolved by the provider of the information service center from PT. Telkom. Therefore, there is no need to come to the nearest branch office to overcome the obstacles you have experienced.

 

In the meantime, the social media call centre alerted by Telcom will take time to respond to all complaints, queries or complaints that come through the live messaging feature. Thus, the process of resolving issues reported through Telcom call centres via social media  is slightly slower compared to interactive phone lines.

 

The third difference is that 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. Therefore, the officer cannot connect to the phone line you make. For that, you are advised to contact the call centre regularly.

 

In the meantime, the officer will be able to receive the message you are informing through the social media call centre. Quickly, the officer will respond quickly to all messages related to Telcom product complaints. If you need special handling, you will receive a complaint number so that the complaints can be handled by the parties concerned.

 

How to contact Telcom Call Center via interactive phone and social media

In fact, anyone can contact the BT’s call centre. Telcom, especially consumers who experience product issues. It’s very easy to figure out how to communicate with him. For those who want to contact the call center via an interactive phone connection, please use a smartphone or landline.

 

After that, immediately press the call center number on 147 from the telco. Then, there will be customer service that will guide you in submitting complaints, reviews or recommendations. Usually, conversations between call centres and consumers are recorded to improve the quality of relevant companies.

 

If  you submit a complaint through  the Telcom Call Center via social media  , you should send a message only through the direct messaging feature on the Telcomintonia account (Twitter), Telcomintonecia (Instagram) and Telcom Care (Facebook).

 

Make sure that the call center accounts you are contacting have a blue check mark. This is because there is a blue tick on the Telcom account, which is verified and managed by the call center administrator.

 

P.D. Telcom is one of the state-owned companies. That is, the company is managed by the government. Soit’s no surprise that this state-owned company provides call center services to deliver complaints, complaints, reviews and advice from consumers. Now, Telcom is providing digital complaint services so that Telcom can easily and actively contact call centres for a full 24 hours.

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