PLN: Call Center Operator Must Answer Before The Third Ring
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Kamis, 1 Januari 1970 07:00 WIB
TEMPO.CO, Jakarta - State-owned Electricity Company PLN of Balikpapan Branch, East Kalimantan, is optimizing the customer service (call center) of the 123 number by instructing all operators to pick up the phone no later than the third ring.
“If the third ring has not been answered, the operator will get a warning letter from its superior,” said the Head of PLN Office Balikpapan Branch Ahmad Syauqi, on Sunday, January 28.
Syauqi explained that PLN 123 telephone service is valid for 24 hours so that customers can report about the disturbance of PLN electricity distribution and also ask information on the electricity bill or new connection.
The 123 telephone connections are often become the target of customer’s anger due to PLN service that is considered poor and not optimal.
Every incoming call is recorded, and if necessary the recording of the conversation can be played back if needed. The customers will be notified that their conversation with the telephone operator is recorded.
“The operator who hangs up the phone while the customer is talking can also get the sanctions,” Syauqi said, sanctions could also be the work termination.
According to Syauqi, information from the people who dialed to number 123 is used by PLN to improve the service quality for the customer community.
The excellent service is needed by PLN to attract big target customers in 2018. PLN East Kalimantan and North Kalimantan currently have more power up to 200 Megawatts.
ANTARA