In the midst of the banking business competition is increasingly fierce, the presence of a Call Center will certainly be very useful. In addition to improving the quality of service, Call Center in a bank is also a differentiator with competitors.
So it is with Halo BCA. Call Center that was founded in 1995 it continues to provide banking solutions for our customers BCA.
"The presence of Halo BCA for BCA and the BCA's customers are very important so that between them there is a bridge of communication links. Banks can give what is desired by the customer and the bank can also find out what the customer needs so as to make its customers safe and happy in transaction banking, "said Head of Halo BCA, Emmanuelle Nathalya Wani Sabu in his office some time ago.
Currently, the BCA Halo comes with some excellent services that are divided into several segments, namely Solitaire, Priority, Business, and Regular. Especially for customer service, emphasizing current Wani Halo BCA has led to multi-skill. That is, almost all products can be consulted, ranging from credit cards, banking, consumer credit, sharia, insurance, and others.
It says Wani, "Halo BCA Excellence is not just a place to give information only. However, Halo BCA also be the place customers get quick and appropriate solutions. Our principle, the important thing is to smile after contacting customer Halo BCA. "
One of the special treatment being done to achieve this is to emphasize the factor of people in Halo BCA. Each call agent is required to have the soul of service to customers.
"To Call Center in Indonesia, the most important is the people because people do not really like to talk to an answering machine. In Halo BCA, we try to minimize the answering machine and more people seek. Today, his day is no longer using a script, but we would train the human touch of our call agents. So, when talking on the phone as if nothing like over the phone, but like face to face. There is a smiling voice that is applied by applying a glass that is placed on each table call agent, "said Wani.
In addition, the recruitment of call agent, Halo BCA quite selective. They only take HR to the best of the best quality. Even for this, Wani willing to intervene directly to select.
"To get a good skill, mean HR from the beginning has to be the best. Because, no matter how good we are doing training, if the raw material used to just the result would be mediocre, "he explained.
A series of programs aimed to meet three main functions of the customer voice Halo BCA, customer satisfaction, and customer engagement.
Through these three functions, plays Halo BCA maintain relationships with customers while providing a useful input to management for improvement of products and services of BCA.
"Hello BCA course must submit the customer voice to the directors of each month. This was done in the form of meetings with directors to discuss the customer's voice. 'We Improve Every Day' is our motto for our customer satisfaction. "
Wani explains, Halo BCA development efforts have been intensified since the beginning of 2005. It includes updates on several sectors, ranging from people, systems procedures, technology, up to revamp the operational space infrastructure work.
The business also sweet fruit. In the year 2010, Halo BCA won 46 awards both nationally and internationally. One of the most proud of is five medals for Best Recruitment, Best Community Spirit, Best Outbound Campaign, Best Agent, and Best Leader in Contact Center World Award competition November 2010 in Las Vegas, United States.
Entering the year 2011, Halo BCA also comes with a new innovation in the form of CRM technology. This is a technological innovation on the customer database becomes an important asset for the Halo BCA. Although reluctant to talk more clearly about CRM technology, Wani ensure sniper stance will be effective to always maintain a sweet relationship with customers.
Lead to Profit Center
If the view of cost, procurement Halo BCA as arguably investment cost is not small. In terms of human resources for example, Halo BCA supported by 700 staff and is divided into seven shifts with the amount of 40 000 calls per day. Not to mention the cost for the technology and infrastructure in the service.
"Investment for Call Centers such as Halo BCA is not cheap, with high technology and infrastructure that is very convenient for the customer service is a cozy design plus, of course, the cost is not small," I Wani.
However, it believes is comparable with that customer satisfaction a top priority Halo BCA.
"Currently, we are led to a profit center. While we do not make money, but with the work, we can make a relationship with our customers so that customer loyalty increases. So, we count them in the form of customer satisfaction, not money, "he said
So it is with Halo BCA. Call Center that was founded in 1995 it continues to provide banking solutions for our customers BCA.
"The presence of Halo BCA for BCA and the BCA's customers are very important so that between them there is a bridge of communication links. Banks can give what is desired by the customer and the bank can also find out what the customer needs so as to make its customers safe and happy in transaction banking, "said Head of Halo BCA, Emmanuelle Nathalya Wani Sabu in his office some time ago.
Currently, the BCA Halo comes with some excellent services that are divided into several segments, namely Solitaire, Priority, Business, and Regular. Especially for customer service, emphasizing current Wani Halo BCA has led to multi-skill. That is, almost all products can be consulted, ranging from credit cards, banking, consumer credit, sharia, insurance, and others.
It says Wani, "Halo BCA Excellence is not just a place to give information only. However, Halo BCA also be the place customers get quick and appropriate solutions. Our principle, the important thing is to smile after contacting customer Halo BCA. "
One of the special treatment being done to achieve this is to emphasize the factor of people in Halo BCA. Each call agent is required to have the soul of service to customers.
"To Call Center in Indonesia, the most important is the people because people do not really like to talk to an answering machine. In Halo BCA, we try to minimize the answering machine and more people seek. Today, his day is no longer using a script, but we would train the human touch of our call agents. So, when talking on the phone as if nothing like over the phone, but like face to face. There is a smiling voice that is applied by applying a glass that is placed on each table call agent, "said Wani.
In addition, the recruitment of call agent, Halo BCA quite selective. They only take HR to the best of the best quality. Even for this, Wani willing to intervene directly to select.
"To get a good skill, mean HR from the beginning has to be the best. Because, no matter how good we are doing training, if the raw material used to just the result would be mediocre, "he explained.
A series of programs aimed to meet three main functions of the customer voice Halo BCA, customer satisfaction, and customer engagement.
Through these three functions, plays Halo BCA maintain relationships with customers while providing a useful input to management for improvement of products and services of BCA.
"Hello BCA course must submit the customer voice to the directors of each month. This was done in the form of meetings with directors to discuss the customer's voice. 'We Improve Every Day' is our motto for our customer satisfaction. "
Wani explains, Halo BCA development efforts have been intensified since the beginning of 2005. It includes updates on several sectors, ranging from people, systems procedures, technology, up to revamp the operational space infrastructure work.
The business also sweet fruit. In the year 2010, Halo BCA won 46 awards both nationally and internationally. One of the most proud of is five medals for Best Recruitment, Best Community Spirit, Best Outbound Campaign, Best Agent, and Best Leader in Contact Center World Award competition November 2010 in Las Vegas, United States.
Entering the year 2011, Halo BCA also comes with a new innovation in the form of CRM technology. This is a technological innovation on the customer database becomes an important asset for the Halo BCA. Although reluctant to talk more clearly about CRM technology, Wani ensure sniper stance will be effective to always maintain a sweet relationship with customers.
Lead to Profit Center
If the view of cost, procurement Halo BCA as arguably investment cost is not small. In terms of human resources for example, Halo BCA supported by 700 staff and is divided into seven shifts with the amount of 40 000 calls per day. Not to mention the cost for the technology and infrastructure in the service.
"Investment for Call Centers such as Halo BCA is not cheap, with high technology and infrastructure that is very convenient for the customer service is a cozy design plus, of course, the cost is not small," I Wani.
However, it believes is comparable with that customer satisfaction a top priority Halo BCA.
"Currently, we are led to a profit center. While we do not make money, but with the work, we can make a relationship with our customers so that customer loyalty increases. So, we count them in the form of customer satisfaction, not money, "he said
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