Lately, more and more important role of Call Center. No wonder when BII serious work on the Call Center as a strategy of integrated marketing communication (IMC) in order to realize a profit center for the company.
Among corporate banking services in Indonesia, Bank International Indonesia (BII) is quite heavily in creating new innovations and breakthroughs that puts the customer. Various products are developed according to customer expectations. Among these are the BII Woman One woman who was saving the first in Indonesia and is designed to provide a solution in answering all the needs and desires of female customers. In addition, there are also savings BII and BII SuperKidz Pro is intended for professional customers and children.
BII also continue to innovate in services. One is to develop wealth management services, offering Platinum Access which provides a wide selection of investment products to meet the diverse financial kebutuhanan customers, while providing an exclusive service of relationship managers who are competent and professional in helping customers achieve their financial goals.
"Basically, BII Customer Care aims to serve all customers. Surely Call Center service is what will be the channel that bridges between BII and in offering customers the ease transacting and information needs. That is, the Call Center provide whatever the customer needs and wherever they may be, "said Amelia Ragamulu, Division Head BII.
In facilitating access to its customers, BII Customer Care offers service 24 hours, 7 days a week, and 365 days, supported by 100 call center agents are divided into 10 shifts to handle the incoming call-ranged between 3000-5000 calls per the day. "Call the incoming fluctuated, with the abandon call about 1-2 percent," said Amelia.
No doubt Amelia, the trend of developments in technology make this approach to marketing is increasingly varied. In addition to mass marketing and micro marketing, Call Center can act as an alternative support in creating an integrated marketing communications or integrated marketing communication (IMC).
The new paradigm has also been prepared BII to make its call center as a profit center. Given its important role as the spearhead of all information products, programs, and banking services BII, BII Customer Care is believed to contribute in increasing sales. "Currently, the Call Center we've stepped into that direction, by requiring agencies to conduct cross-selling in order to assist in improving sales performance of corporate profits," he added.
In order to realize his ambition, the BII made several attempts. Since developed in 2007 to the present, BII Customer Care continues to fix the quality of its human resources. Through education and training, each call center agent was equipped with three aspects, including technical skills, operational, and communication skills.
First, the technical ability. Each agent is given the knowledge to be able to explain various features of a product, program, and banking services clearly and in a short time. Second, from an operational perspective. Because the Call Center is loaded with technology, an agent must know the device used and able to operate it properly.
Lastly, communication skills. With these skills, call center agents are expected to be representative of a company that communicative, friendly, and speak the language well, and able to respond to complaints and requests of customers, such as the need for information and banking services, quickly and accurately.
The emergence of the various media of communication due to technological developments, particularly the Internet, providing opportunities for the Call Center to foster effective relationships with customers. Realizing this, BII also take investment in information technology and telecommunications as the company's commitment to improving the quality of service to customers.
"Development of Customer Care BII become an integral part of improving the quality of existing banking services. Management, particularly directors, pays close attention to all the needs required to improve the performance of Call Center, "said Amelia.
The plan, developed technologies include integrated front-end systems, advanced recording system, and AES incoming call recognition. No less important, in improving the quality of service, BII constantly Customer Care Call Center management comparative studies, both with the same or different industries. In addition, BII also actively participates in discussion forums, workshops, and training Call Center, both domestically and internationally.
Among corporate banking services in Indonesia, Bank International Indonesia (BII) is quite heavily in creating new innovations and breakthroughs that puts the customer. Various products are developed according to customer expectations. Among these are the BII Woman One woman who was saving the first in Indonesia and is designed to provide a solution in answering all the needs and desires of female customers. In addition, there are also savings BII and BII SuperKidz Pro is intended for professional customers and children.
BII also continue to innovate in services. One is to develop wealth management services, offering Platinum Access which provides a wide selection of investment products to meet the diverse financial kebutuhanan customers, while providing an exclusive service of relationship managers who are competent and professional in helping customers achieve their financial goals.
"Basically, BII Customer Care aims to serve all customers. Surely Call Center service is what will be the channel that bridges between BII and in offering customers the ease transacting and information needs. That is, the Call Center provide whatever the customer needs and wherever they may be, "said Amelia Ragamulu, Division Head BII.
In facilitating access to its customers, BII Customer Care offers service 24 hours, 7 days a week, and 365 days, supported by 100 call center agents are divided into 10 shifts to handle the incoming call-ranged between 3000-5000 calls per the day. "Call the incoming fluctuated, with the abandon call about 1-2 percent," said Amelia.
No doubt Amelia, the trend of developments in technology make this approach to marketing is increasingly varied. In addition to mass marketing and micro marketing, Call Center can act as an alternative support in creating an integrated marketing communications or integrated marketing communication (IMC).
The new paradigm has also been prepared BII to make its call center as a profit center. Given its important role as the spearhead of all information products, programs, and banking services BII, BII Customer Care is believed to contribute in increasing sales. "Currently, the Call Center we've stepped into that direction, by requiring agencies to conduct cross-selling in order to assist in improving sales performance of corporate profits," he added.
In order to realize his ambition, the BII made several attempts. Since developed in 2007 to the present, BII Customer Care continues to fix the quality of its human resources. Through education and training, each call center agent was equipped with three aspects, including technical skills, operational, and communication skills.
First, the technical ability. Each agent is given the knowledge to be able to explain various features of a product, program, and banking services clearly and in a short time. Second, from an operational perspective. Because the Call Center is loaded with technology, an agent must know the device used and able to operate it properly.
Lastly, communication skills. With these skills, call center agents are expected to be representative of a company that communicative, friendly, and speak the language well, and able to respond to complaints and requests of customers, such as the need for information and banking services, quickly and accurately.
The emergence of the various media of communication due to technological developments, particularly the Internet, providing opportunities for the Call Center to foster effective relationships with customers. Realizing this, BII also take investment in information technology and telecommunications as the company's commitment to improving the quality of service to customers.
"Development of Customer Care BII become an integral part of improving the quality of existing banking services. Management, particularly directors, pays close attention to all the needs required to improve the performance of Call Center, "said Amelia.
The plan, developed technologies include integrated front-end systems, advanced recording system, and AES incoming call recognition. No less important, in improving the quality of service, BII constantly Customer Care Call Center management comparative studies, both with the same or different industries. In addition, BII also actively participates in discussion forums, workshops, and training Call Center, both domestically and internationally.
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