Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

Kasus Pencurian Pulsa; Menggunungnya keluhan pelanggan yang tidak tersalurkan - Grace Heny - Blog

Kasus Pencurian Pulsa; Menggunungnya keluhan pelanggan yang tidak tersalurkan

Lost Pulse Case;

Mounted complaints customer that are not solved


....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



On October 18, 2011, the executives of all telecom operators in Indonesia agree to abide a moratorium of temporary suspension of SMS service content (or sometimes called as content provider service; abbreviated as CP). The shock impacted the sales of content industry through the telecom operators. One of which also impact the Indonesia's music industry as the victim. Telecommunications operators wait for the regulations to be finalized and on the meantime waiting for further directions  from the regulator. Actually the signs of this ice cube phenomenon is quite clear. Number of customer complaints concerning this pulse is increasingly over time. The data from YLKI (*) and from my own research since the month of November 2010 up to April 2011 and going thru various media such as Kompas, Bisnis Indonesia,  Detik, Okezone shown that customers who loss their pulse is the top complaint for communications services. More precisely telecom operators should extract all the actual customer complaints received via the call center and other channel. From these data, we can see trends and breadth of problems that occur.

The author's own experience of lossing my balance during a meeting with the Ministry of Information and Telematics. The event is to discuss the Quality of Service Regulation revisions. This held by the Ministry of Information and Communications ....

(Excerpted from the Call Center Idol book which will be published in a book store near you!)


Kasus Pencurian Pulsa;

Menggunungnya keluhan pelanggan yang tidak tersalurkan


Pada tanggal 18 Oktober 2011, sebagian pimpinan operator telekomunikasi  setuju untuk mematuhi moratorium menghentikan sementara layanan SMS konten (atau kadang diistilahkan menjadi layanan konten disingkat CP).  Dunia konten mengalami gunjangan cukup hebat dengan di berhentikannya penjualan konten melalui operator telekomunikasi ini, salah satunya juga berimbas terhadap industri musik Indonesia.  Operator telekomunikasi berpendapat sebaiknya menunggu peraturan terkait dikaji dan arahan dari regulator.   Sebenarnya tanda-tanda keluhan pelanggan akan layanan yang satu ini sudah terbaca dari beberapa waktu sebelumnya.  Data dari YLKI (*) dan riset yang di lakukan penulis dari Bulan November 2010 s/d April 2011 yang lalu melalui media Kompas, Bisnis Indonesia, Detik, Okezone terbukti menunjukkan bahwa pelanggan yang merasa kehilangan pulsa selalu berada menjadi primadona keluhan untuk layanan komunikasi. Lebih tepat lagi sebenarnya membedah keluhan pelanggan yang di sampaikan via call center operator telekomunikasi itu sendiri, dari data tersebut, dapat dilihat trend dan keluasan masalah yang terjadi. 

Penulis sendiri mengalami kasus kehilangan pulsa tepat pada saat penulis menghadiri pertemuan dengan Kementerian Informasi dan telematika dalam rangka membahas revisi Peraturan Menteri Standar Kualitas Pelayanan untuk dunia Telekomunikasi. ....



(Dicuplik dari buku Call Center Idol yang akan segera terbit di toko buku terdekat)

Publish Date: April 20, 2012 3:44 PM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =