Notes from Indonesian Consumers Foundation - Grace Heny - ContactCenterWorld.com Blog
YLKI (Indonesian Consumer Foundation) notes for
"CALL CENTER" Handbook
There are two indicators to express a good level of state consumer protection in any country. First, there are a growing culture of complaint (complaint habit) whenever consumer feel they are being violated by industry or businessman. Second, having a tradition of an independent comparison testing (comparative testing), either by consumer organizations, media and other independent institutions.
Talking about complaint habit, some statistical to be envy of comparing to other countries explain below. In Malaysia year 2009, the National Consumer Complaint Center (NCCC) received 32 369 complaints of consumers. In the UK, The Financial Services Authority, on 2nd half of 2010 received 1.7 million complaints of consumers of financial services.
The Banking Ombudsman in India during 2009-2010 received 79 266 complaints of consumer financial services. While for Indonesia, the field of Consumer Complaint YLKI in 2011 "only" received 525 consumer complaints. Is it good or better we are alert of it.
There are two things on why the rate of complainants in these countries considerately high. In addition to the complainant culture, this is also supported by the ease and various access channels to launch a complaint, mention the core channel is a CALL CENTER.
Consumer complaints in this new business era is very important and meaningful in the efforts of quality improvement of product / service. So we dont get surprise that various organization are competing to provide an ease and good call center as the main access for consumers who would launch a proper complain.
The launch of "Call Center" handbook has two important meanings. For consumers is to help develop the complainant culture, at least through the call center. For business entities, this is the important guide to design a proper Call Center as the access point management for inquiries/complaints, so business can get lots of feedback from consumer, to take into consideration for quality improvement of the product / service. ***
(Sudaryatmo, Chairman of the Daily Executive Board of YLKI)
Publish Date: August 8, 2012 2:10 PM