Caroline, Telkomsel’s new sophisticated call centre : Mockup

A new Telkomsel call center to improve the quality of service

The presence of a new Telkomsel call center, namely Caroline or online customer service, is something that is very well received by consumers. This is not surprising because the services provided can indeed make consumers. A form of service provided is non-stop for 24 hours.

These services certainly make consumers feel safe and comfortable. How not, consumers can submit all complaints and problems without being limited in time. Consumers can submit complaints flexibly without fear of being outside of working hours. There’s no denying that call centers have a crucial role for a company’s loyal customers.

Not only as a forum to respond to customer complaints, the call center also plays a role in providing educational and valid information from the company. This means that consumers do not need to repeatedly check with various sources to get the truth out of a piece of information. In addition, it is also an opportunity to increase sales for companies through attractive offers.

Telkomsel Call Center for Loyal Customers

Prior to the new Telkomsel call center policy, precisely before August 2017, telkomsel customers could contact the 155 number for service centers. To use the service at number 155 is not charged a penny or a free fee.

The absence of fees or charges certainly makes consumers happy. Consumers do not need to prepare a special budget to use the service. Consumers are free to file complaints or request product information.

This was revealed by a general manager of Telkomsel’s customer service management department, that the new telkomsel call center has a very crucial role not only as a division to deal with customer complaints and complaints. But also as a counterweight to the latest products that have been launched on the market.

This means that when a product has been launched on the market, but it turns out that there are still obstacles or even that it is not ready, the role of the call center agent in providing education and services becomes very important. So that its existence cannot be registered in a company.

The division is very important to support other departments such as marketing or sales. After marketing or sales offer products to consumers, the call center plays a role in dealing with complaints, barriers, and complaints related to products that have been offered by marketing or sales.

How to contact the new Telkomsel call center

To contact the new Telkomsel call center, of course, it is different from before. Especially for call center contacts before August 2017 or about four years ago. For Telkomsel customers, both simpati and as card users, if you want to contact the call center, you can go to the number 188.

Changing the customer service number from 155 to 188 has certainly become the company’s policy. To contact the call center number 188 and connect with the customer service manager, of course, you are charged a very friendly fee in the pocket, which is Rp. 300 for a call. Of course, the rates are very cheap.

You do not need to prepare a large credit. If you have a credit of only 5,000 Rp., you can already use the service without being limited in time, which means if necessary. So there is no need to worry about losing a lot of credit.

Caroline, Telkomsel’s new sophisticated call centre

The new Telkomsel call center is Caroline. Caroline is an acronym for customer care online. As an integrated service for all Telkomsel customers, Caroline provides a satisfactory service. Namely the service for 24 hours non-stop. Caroline has also spread to major cities and will certainly expand its reach given that the number of telkomsel customers is also very large.

Based on Telkomsel’s data, they revealed that Caroline receives a lot of calls every month. That’s about 1.4 million subscribers. Fantastic numbers are not something surprising. This is considered comparable to the number of telkomsel consumers with the spread in various cities and regions.

Of the approximately 1.4 million consumers, according to statistics, more than 90% of existing calls can be directly connected to a customer service agent very quickly. That’s less than 15 seconds. The customer service team doesn’t need to doubt the core capabilities of the company’s products.

In order to provide the best service, Telkomsel provides not only an understanding of the company’s products, but also of the culture of a region. An understanding of the local culture is the key to providing service to customers. So managing or manipulating consumers with a certain and different culture, is not a difficult thing for Caroline’s agents.

This is what allows consumers in different regions to get the best service. Consumers also feel comfortable even if they have a different cultural background than agents. Because Agent Caroline is able to adapt and has the best adaptability.

Caroline’s phone numbers vary for customers. Good for domestic and foreign customers from the Telkomsel card to cooperating merchants. You can search for official information on the telkomsel website to get the right contact number and can be contacted.

Customer relationship management, a system for managing good customer relations

Caroline has a new Telkomsel call center system, namely customer relationship management. It is undeniable that the system is important for a business organization. The management system serves to make a good management for the relations with the customers and the company. From the recording and collection of data to the recording of sales activities.

The advantage of a CRM system is that all forms of interaction and communication with customers, from different platforms, can be monitored in a very optimal way. Through various platforms and services. Whether by phone or chat. Consumer data is definitely an important thing, of course, companies will keep it secret. Telkomsel can control all forms of communication that have occurred.

For example, the customer service team and customers interacted. However, the customer service team doesn’t happily serve consumers, so the company can monitor employee performance and use it to improve it. An example of the root of the problem is that because the customer service team is not used to managing customers, the company will look for solutions.

The solution used by the company is to improve capabilities or training. However, if the customer management team really has the ability, it’s simply that they don’t execute service procedures properly or according to SOPs, then this behavior can be a company’s step in deciding on a policy.

CRM or Customer Relationship Management with an integration system service certainly contains consumers’ personal information. Such as phone number, name, residential address, etc. Not only can this customer problem data also be collected in the system. So that the customer service team can see the data set as a step to provide the best service.

When a consumer contacts a team of customer service agents, they will be able to respond. The answer given is of course in a short period of time and accurate on the database owned. Data is certainly very important. Of course, the company will guarantee it. Therefore, you no longer need to hesitate to use the new Telkomsel call center service.

Learn More :