Customer satisfaction (customer satisfaction) is certainly important things to be met by each company, both service providers and products. Customer satisfaction should ideally have a direct impact on company growth.
In the leasing business, for example, customer satisfaction is arguably the company's main target. Similarly, the Astra Credit Company (ACC).
A little look into the rear, the ACC is a combination of five companies, namely Astra Sedaya Finance, Bhakti Swadharma Sedaya Finance, Staco Estika Sedaya Finance, Astra Auto Finance, and Primary Sedaya Finance.
Largest auto finance company in Indonesia has been established since 1982 and supports the financing of more than 16,000 car dealers throughout Indonesia. Therefore, it is not surprising that relationships with customers is a priority for the ACC. Business relationship management is one of them is done via the procurement Call Center ACC.
"ACC has a great attention to service Call Center as a form of manifestation of one of the ACC value, which is customer satisfaction. ACC building service Call Center as a medium of communication with the customer. For ACC, customers and partners is a major asset that must be maintained, "said Welfizon Yuza, Business Development & Channel Manager Head of Astra Credit Company.
Call Center ACC can now be utilized by customers to get an explanation about the credit status information (major installment, the installment due date, loan period, fines, etc..) BPKB information, checking information repulsion, general information and procedures (credit terms, BPKB decision, extend the insurance, claims ACP, etc..), an alternative way of payment information, and information and network services at ACC branch.
The number of services that are served ACC was certainly an impact on the number of incoming calls. Within a day, Call Center ACC receives about 1,000 calls to abandon calls per day on average 3.5 percent.
Call Center ACC also exploit the use of technology which is applied through the center of web-based system called CRS (Customer Response System).
Regarding the number of call agent in charge, Yuza admit is still experiencing growth as needed. Call Center ACC also does not apply because the distribution shifts to outside working hours, incoming calls will be handled by the IVR engine.
From the investment side, Yuza confirms what is invested in the Call Center is not solely in terms of technology infrastructure, but also the investment of people, including among them is the best method is further developed to achieve customer satisfaction. This is a real form of ACC's commitment to the best service for customers.
"The effectiveness of Call Center will be achieved when 3M: Man (people), Machine (infrastructure), and Method disnergikan well. We do not merely look at infrastructure investments but all aspects of this 3M, "explained Yuza.
The existence of Call Center ACC, continued Yuza, also greatly enjoyed by the company, especially for the Astra product sales. So it is not surprising for the future, ACC will develop an optimal call center services, not only as a service center, but also a profit center by synergizing technology and people.
"With the Call Center ACC, customers and companies alike benefit. For customers, the Call Center is helpful to obtain information quickly and accurately. And for companies, Call Center ACC is one of the media to get the voice of the customer as one of the sales channel through Service to Sales (S2S), "he said.
In addition, top management support in the form of a strong vision of quality and service Call Center ACC was also obtained in order to provide the ultimate goal of customer satisfaction.
"Yes, Call Center ACC is one medium for companies to gain a voice of customer feedback. It became one of the drivers for service improvement continuous (continual improvement), "he said.
In the leasing business, for example, customer satisfaction is arguably the company's main target. Similarly, the Astra Credit Company (ACC).
A little look into the rear, the ACC is a combination of five companies, namely Astra Sedaya Finance, Bhakti Swadharma Sedaya Finance, Staco Estika Sedaya Finance, Astra Auto Finance, and Primary Sedaya Finance.
Largest auto finance company in Indonesia has been established since 1982 and supports the financing of more than 16,000 car dealers throughout Indonesia. Therefore, it is not surprising that relationships with customers is a priority for the ACC. Business relationship management is one of them is done via the procurement Call Center ACC.
"ACC has a great attention to service Call Center as a form of manifestation of one of the ACC value, which is customer satisfaction. ACC building service Call Center as a medium of communication with the customer. For ACC, customers and partners is a major asset that must be maintained, "said Welfizon Yuza, Business Development & Channel Manager Head of Astra Credit Company.
Call Center ACC can now be utilized by customers to get an explanation about the credit status information (major installment, the installment due date, loan period, fines, etc..) BPKB information, checking information repulsion, general information and procedures (credit terms, BPKB decision, extend the insurance, claims ACP, etc..), an alternative way of payment information, and information and network services at ACC branch.
The number of services that are served ACC was certainly an impact on the number of incoming calls. Within a day, Call Center ACC receives about 1,000 calls to abandon calls per day on average 3.5 percent.
Call Center ACC also exploit the use of technology which is applied through the center of web-based system called CRS (Customer Response System).
Regarding the number of call agent in charge, Yuza admit is still experiencing growth as needed. Call Center ACC also does not apply because the distribution shifts to outside working hours, incoming calls will be handled by the IVR engine.
From the investment side, Yuza confirms what is invested in the Call Center is not solely in terms of technology infrastructure, but also the investment of people, including among them is the best method is further developed to achieve customer satisfaction. This is a real form of ACC's commitment to the best service for customers.
"The effectiveness of Call Center will be achieved when 3M: Man (people), Machine (infrastructure), and Method disnergikan well. We do not merely look at infrastructure investments but all aspects of this 3M, "explained Yuza.
The existence of Call Center ACC, continued Yuza, also greatly enjoyed by the company, especially for the Astra product sales. So it is not surprising for the future, ACC will develop an optimal call center services, not only as a service center, but also a profit center by synergizing technology and people.
"With the Call Center ACC, customers and companies alike benefit. For customers, the Call Center is helpful to obtain information quickly and accurately. And for companies, Call Center ACC is one of the media to get the voice of the customer as one of the sales channel through Service to Sales (S2S), "he said.
In addition, top management support in the form of a strong vision of quality and service Call Center ACC was also obtained in order to provide the ultimate goal of customer satisfaction.
"Yes, Call Center ACC is one medium for companies to gain a voice of customer feedback. It became one of the drivers for service improvement continuous (continual improvement), "he said.
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