Indonesia
Bank Indonesia as the central bank, aims to become an institution that actively contributes to the growth of the Indonesian economy and become the best digital central bank in the emerging markets.
Help desk Bank Indonesia was established in 2008. Our services is working on B2B model, business-to-business, which is handling for both internal employee and external corporate customer. And currently we have about 10.000 customers from many segments (Internal employee, Banks, Non Bank Financial Institution, etc) with SLA 99%. Now for that number can you imagine that? is nearly perfect SLA for us. And we have 51 agents, 2 supervisors, 3 team leaders and 1 incident analyst. We ensuring all cases are solved, wherever tickets created, it has to be closed. We also must meet our customer satisfactions.
India
ICICI Lombard General Insurance Company Ltd. is a private sector general insurance companies in India offering insurance coverage for motor, health, travel, home, student travel and more. Our value preposition is driven by a promise to be the best partner for our customers. We live up to our promises. and ensure claims are processed quickly. Our unmatched services are available 24/7 to our customers at all times.
We are the Grievance Redressal Helpdesk team in our organization. Our foremost objective is to provide an appropriate mechanism to dis-satisfied customers who need a fair opportunity to redress their grievances. Objectives of the Grievance Redressal Helpdesk team include: (a) To assist in developing an organizational framework to promptly address and resolve customer Grievances fairly and equitability; (b) To provide enhanced level of customer satisfaction; (c) To provide easy accessibility to the customer for an immediate Grievance redressal. (d) To ensure that the customers are treated fairly at all times; (f) To identify systemic gaps in the operational functions of the organization and products suggesting corrective measures; (g)To provide fair resolution to customers since we are the last escalation point in complaint servicing channel Our team handles grievances through all modes (E-mail, Social media, Governing bodies, letters etc) and focus on providing end-to-end resolution within the stipulated timelines. We do root cause analysis of every escalation to understand the real cause of the issue and suggest preventive measures and corrective actions to avoid re-occurrence to improve our overall customer satisfaction. We also give major inputs in terms of process improvements & product enhancement to streamline our existing processes for improved customer experience & ease of doing business with our organization. Our primary goal is to make sure we give seamless experience to the end user along with the best problem solving capabilities.