For Sony Ericsson, customer satisfaction is the main thing. Therefore, customers should get excellent service. In order to maintain and enhance relationships with customers, one of the strategies used Sony Ericsson Indonesia is a company closer to its customers, as has been done so far by providing Call Center services.
According to Ben Padley, Head of Marketing at Sony Ericsson Mobile Communications Indonesia, through the Call Center, Sony Ericsson can get feedback on customer wants, both for product quality and after-sales service. Vice versa, customers can get the latest information about products or services provided by Sony Ericsson.
"I looked at the role of Call Center is very important in supporting Sony Ericsson's after sales service as a whole. We realize that, although the current function on the Sony Ericsson Call Center in the form of non-transaction service completely, but it is potentially great that the need for maximum sales transaction will be applied by using the Call Center facility, "said Djunadi.
Currently, the Call Center can be said to have the strategic aspects and is one of the most important part of Sony Ericsson's customer service strategy. Of course, with consideration of the Call Center is spearheading the company that can be maximized as a profit center. The second advantage, Call Center provides opportunities for companies to be able to interact directly with customers. Third, the service can be used as a gauge of customer satisfaction, both on product quality and after sales service. And lastly, can provide opportunities to companies to maintain customer loyalty if implemented an integrated CRM program.
Men who receive Work Excellence Award 2009 states that the company began to feel the benefits of Call Center since 1998. So from year to year, there should be significant improvement in order to satisfy the customer.
To that end, Call Center serve as differentiation. Because for Sony Ericsson, the presence of such services is clearly one right strategy and sniper. Many things can be done and utilized through the Call Center, such as pre-sales program, retaining and maintaining customers through mystery shopper.
With today's conditions, still consider the Sony Ericsson Call Center as a profit center in the future so that performance needs to be maximized again.
"To that end, the company's successful formula in managing the customer is to have a sales service that integrates well with walk-in service center (face-to-face) and Call Center, where the punctuality in delivering services is also a major consideration," said male graduate of the University of Virginia's Colgate-Darden Graduate School of Business Administration this.
In fact, if it may be said, the speed and accuracy is the main thing the customer wants in the mobile industry today. Automatically, Call Center included in the formula. Admittedly, the current position of Call Center in the main part of the strategy and process services products Sony Ericsson Indonesia, both before and after the sale.
In Sony Ericsson Indonesia, Call Center is under the responsibility of the Customer Service division. At this level, these services are well managed. Since the Call Center, Sony Ericsson saw an increase in customer satisfaction. Djunadi who recently joined Sony Ericsson Asia-Pacific Marketing Center of Excellence said, with the Call Center, companies and customers greatly benefited. Companies gain a greater profit and customers are served with excellent feel.
However, because today Sony Ericsson has not fully execute the transaction, then the calculation of profit arising from the Call Center has not been applied in full. Call Center KPIs are enforced primarily Sony Ericsson is the number (%) inquiries, either in the form of interaction calls, emails, or letters / faxes that can be completed in one day, and answer calls in the wait time is not more than 20 seconds. The waiting time not exceeding the industry standard and the percent (%) abandoned calls below the established standards.
Along with the development of technology and mobile industry itself, then the optimal numbers are very relative. But this time, Sony Ericsson feels that the space to grow and improve services, especially in the Call Center, is very broad. Then it is considered of great importance.
But, so far, the role of Call Center is still not counted as one contributor to revenue. That said, from the cost side is still in the healthy threshold. Therefore, the directors looked at the Call Center as one of the strategies that should be maintained and developed further into one of the spearheads of the company. For that, there is the desire of directors to hear the voice of the customer via the Call Center, because it is a very significant input to be the best and cutting edge.
"In general, our company benchmarks its standards to reflect on the telecommunications industry in particular and the banking industry in general," he said.
Currently, the Call Center services provided to consumers is a common, non-transaction services, such as providing product solutions usage, troubleshooting, setting service GPRS / MMS, detailed product information, location of service centers, product pricing, sales promotion, and advertising products. But, until now, the Call Center has not been functioning as a sales channel.
Sony Ericsson Call Center is reinforced by 7-8 officers are divided into two shifts. With this amount, Call Center is able to serve customers every day, because the interaction is estimated to about 300 incoming calls each day with an average abandon rate is zero percent.
According to Ben Padley, Head of Marketing at Sony Ericsson Mobile Communications Indonesia, through the Call Center, Sony Ericsson can get feedback on customer wants, both for product quality and after-sales service. Vice versa, customers can get the latest information about products or services provided by Sony Ericsson.
"I looked at the role of Call Center is very important in supporting Sony Ericsson's after sales service as a whole. We realize that, although the current function on the Sony Ericsson Call Center in the form of non-transaction service completely, but it is potentially great that the need for maximum sales transaction will be applied by using the Call Center facility, "said Djunadi.
Currently, the Call Center can be said to have the strategic aspects and is one of the most important part of Sony Ericsson's customer service strategy. Of course, with consideration of the Call Center is spearheading the company that can be maximized as a profit center. The second advantage, Call Center provides opportunities for companies to be able to interact directly with customers. Third, the service can be used as a gauge of customer satisfaction, both on product quality and after sales service. And lastly, can provide opportunities to companies to maintain customer loyalty if implemented an integrated CRM program.
Men who receive Work Excellence Award 2009 states that the company began to feel the benefits of Call Center since 1998. So from year to year, there should be significant improvement in order to satisfy the customer.
To that end, Call Center serve as differentiation. Because for Sony Ericsson, the presence of such services is clearly one right strategy and sniper. Many things can be done and utilized through the Call Center, such as pre-sales program, retaining and maintaining customers through mystery shopper.
With today's conditions, still consider the Sony Ericsson Call Center as a profit center in the future so that performance needs to be maximized again.
"To that end, the company's successful formula in managing the customer is to have a sales service that integrates well with walk-in service center (face-to-face) and Call Center, where the punctuality in delivering services is also a major consideration," said male graduate of the University of Virginia's Colgate-Darden Graduate School of Business Administration this.
In fact, if it may be said, the speed and accuracy is the main thing the customer wants in the mobile industry today. Automatically, Call Center included in the formula. Admittedly, the current position of Call Center in the main part of the strategy and process services products Sony Ericsson Indonesia, both before and after the sale.
In Sony Ericsson Indonesia, Call Center is under the responsibility of the Customer Service division. At this level, these services are well managed. Since the Call Center, Sony Ericsson saw an increase in customer satisfaction. Djunadi who recently joined Sony Ericsson Asia-Pacific Marketing Center of Excellence said, with the Call Center, companies and customers greatly benefited. Companies gain a greater profit and customers are served with excellent feel.
However, because today Sony Ericsson has not fully execute the transaction, then the calculation of profit arising from the Call Center has not been applied in full. Call Center KPIs are enforced primarily Sony Ericsson is the number (%) inquiries, either in the form of interaction calls, emails, or letters / faxes that can be completed in one day, and answer calls in the wait time is not more than 20 seconds. The waiting time not exceeding the industry standard and the percent (%) abandoned calls below the established standards.
Along with the development of technology and mobile industry itself, then the optimal numbers are very relative. But this time, Sony Ericsson feels that the space to grow and improve services, especially in the Call Center, is very broad. Then it is considered of great importance.
But, so far, the role of Call Center is still not counted as one contributor to revenue. That said, from the cost side is still in the healthy threshold. Therefore, the directors looked at the Call Center as one of the strategies that should be maintained and developed further into one of the spearheads of the company. For that, there is the desire of directors to hear the voice of the customer via the Call Center, because it is a very significant input to be the best and cutting edge.
"In general, our company benchmarks its standards to reflect on the telecommunications industry in particular and the banking industry in general," he said.
Currently, the Call Center services provided to consumers is a common, non-transaction services, such as providing product solutions usage, troubleshooting, setting service GPRS / MMS, detailed product information, location of service centers, product pricing, sales promotion, and advertising products. But, until now, the Call Center has not been functioning as a sales channel.
Sony Ericsson Call Center is reinforced by 7-8 officers are divided into two shifts. With this amount, Call Center is able to serve customers every day, because the interaction is estimated to about 300 incoming calls each day with an average abandon rate is zero percent.
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