Each company must strive to provide the best service to meet customer satisfaction (customer satisfaction). This excellent service is given with the aim to strengthen and increase customer loyalty.
As with the PermataTel. Call Center PermataBank have different strategies in managing customers. As a Call Center that achievement in the field of customer satisfaction (CCSL) for six consecutive years, PermataTel not only as a conduit of information, but also as a critical touch point representing clients.
"PermataBank looked Call Center as a critical touch point for customers is very important, as the channel is very important to create a superior customer experience. We are always trying to improve customer satisfaction & loyalty to the voice of customer notice. Therefore, any input to improve services is a major focus for PermataBank PermataBank to always meet customer expectations, "said Director of Retail Banking PermataBank, Lauren Sulistiawati.
As for the services provided by Call Center services include banking, credit card services, non-customer service, facsimile service, merchant services, lending services, and express service. Each launch a new product or marketing program, PermataTel also serves as a forum for customers to get more information about new products or programs. PermataTel also assist the marketing of measuring the response of customers and help provide input on new products or programs offered to customers.
These services are communicated to customers through multiple channels, including all transactions via the telephone, and single number access to national, superior call center agents, and not behind the use of IVR (intelligent voice response) that can serve the needs of the customer to obtain information and conduct transactions . Through channels that operate 24 hours, PermataTel can handle about 25 thousand 170 calls handled by the call agent that is divided into the 5-8 shift.
It is said Laura, Voice of Customer Call Center received by the input and then became a benchmark of corporate development.
"The company always emphasizes how to meet the needs of its customers, therefore we are always trying to improve service to customers with a set of voice of customer, then do continuous improvement based on customer feedback, supported by a consistent superior service by super team," he explained.
He continued, "Every month, PermataBank voice of customer conducting a review of the entire channel, not only PermataTel. So whatever service development Bank, the departure of the glass eye is always the customer. "
PermataTel also apply a variety of technologies to optimize customer satisfaction, such as IVR (Integrated Voice Response), CTI (Computer Telephony Intergration), CMS (Call Management System), and recording.
Unlike the other competitors, making PermataTel Call Center as the responsibility of all employees so that the services provided to customers able to realize a superior customer experience in addition to Retail Banking business in the official Bank Permata.
In terms of investment, the existence PermataTel no doubt bring a positive impact on corporate profits. However, according to Lauren, during eight years of existence, PermataTel further implement the basic principles serviced center than a profit center.
"It's important to invest through the Call Center where the goal is to provide and increase customer confidence in the Bank which would create the Moment of Truth to customers, where customers get the service and information as needed. Currently, PermataTel are service oriented. But do not rule out the possibility in the future, PermataTel will be an effective sales channel is to do cross-selling of products that suit the needs PermataBank Customer, "he said.
Lauren explained, the advantages that have been obtained in the presence of precisely the form PermataTel Customer Satisfaction & Loyalty. If the customer more loyal and satisfied, then they will be more savings in the bank, using ATM services, mBanking, take a mortgage products and other products, as well as major banks make PermataBank and mereferensikannya to family, coworkers, and a lot of people.
As with the PermataTel. Call Center PermataBank have different strategies in managing customers. As a Call Center that achievement in the field of customer satisfaction (CCSL) for six consecutive years, PermataTel not only as a conduit of information, but also as a critical touch point representing clients.
"PermataBank looked Call Center as a critical touch point for customers is very important, as the channel is very important to create a superior customer experience. We are always trying to improve customer satisfaction & loyalty to the voice of customer notice. Therefore, any input to improve services is a major focus for PermataBank PermataBank to always meet customer expectations, "said Director of Retail Banking PermataBank, Lauren Sulistiawati.
As for the services provided by Call Center services include banking, credit card services, non-customer service, facsimile service, merchant services, lending services, and express service. Each launch a new product or marketing program, PermataTel also serves as a forum for customers to get more information about new products or programs. PermataTel also assist the marketing of measuring the response of customers and help provide input on new products or programs offered to customers.
These services are communicated to customers through multiple channels, including all transactions via the telephone, and single number access to national, superior call center agents, and not behind the use of IVR (intelligent voice response) that can serve the needs of the customer to obtain information and conduct transactions . Through channels that operate 24 hours, PermataTel can handle about 25 thousand 170 calls handled by the call agent that is divided into the 5-8 shift.
It is said Laura, Voice of Customer Call Center received by the input and then became a benchmark of corporate development.
"The company always emphasizes how to meet the needs of its customers, therefore we are always trying to improve service to customers with a set of voice of customer, then do continuous improvement based on customer feedback, supported by a consistent superior service by super team," he explained.
He continued, "Every month, PermataBank voice of customer conducting a review of the entire channel, not only PermataTel. So whatever service development Bank, the departure of the glass eye is always the customer. "
PermataTel also apply a variety of technologies to optimize customer satisfaction, such as IVR (Integrated Voice Response), CTI (Computer Telephony Intergration), CMS (Call Management System), and recording.
Unlike the other competitors, making PermataTel Call Center as the responsibility of all employees so that the services provided to customers able to realize a superior customer experience in addition to Retail Banking business in the official Bank Permata.
In terms of investment, the existence PermataTel no doubt bring a positive impact on corporate profits. However, according to Lauren, during eight years of existence, PermataTel further implement the basic principles serviced center than a profit center.
"It's important to invest through the Call Center where the goal is to provide and increase customer confidence in the Bank which would create the Moment of Truth to customers, where customers get the service and information as needed. Currently, PermataTel are service oriented. But do not rule out the possibility in the future, PermataTel will be an effective sales channel is to do cross-selling of products that suit the needs PermataBank Customer, "he said.
Lauren explained, the advantages that have been obtained in the presence of precisely the form PermataTel Customer Satisfaction & Loyalty. If the customer more loyal and satisfied, then they will be more savings in the bank, using ATM services, mBanking, take a mortgage products and other products, as well as major banks make PermataBank and mereferensikannya to family, coworkers, and a lot of people.
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