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

Kasus Pencurian Pulsa; Menggunungnya keluhan pelanggan yang tidak tersalurkan

Lost Pulse Case;

Mounted complaints customer that are not solved

 

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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

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