PT Telkom Indonesia - Customer Service Department of the Year

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Company: PT Telkom Indonesia (Persero) Tbk
Company Description: PT Telkom Indonesia (Persero) Tbk (Telkom) is a state-owned information and communications technology enterprise and telecommunications network in Indonesia. The Government of Indonesia is the majority shareholder with 52.09 percent shares while the remaining 47.91 percent shares belong to public shareholders. Telkom’s shares are traded on IDX and NYSE
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Telecommunications

Nomination Title: PT Telkom Indonesia (Persero) Tbk

Telkom Indonesia set up several customer touchpoints, namely 147 contact centers, social media channels, Plasa Telkom walk-in customer service, and myIndiHome application to accommodate all customer needs regarding IndiHome services and products.Telkom Indonesia has established a set of objectives and key results relevant to the WOW Customer Experience – the full measure in our tiered customer touchpoint services performance.The key performance indexes for the services of 147 contact centers, social media channels, Plasa Telkom, and myIndiHomeincluded response time, service level, quality of service, first call resolution (FCR), and net promoter score (NPS).

The Covid-19 pandemic has changed the lifestyle of Indonesian people in utilizing digital access and technology.Our 2020 customer touchpointreport shows a significant increase in traffic since the Covid-19 pandemic hit in March 2020 across all digital touchpoints, including 147 contact centers, social media channels, and myIndiHome app.IndiHome customer touchpoints recorded 3,422,998 interactions in total incoming traffic in September 2021, of which 1,327,361 made in the 147 contact centers, followed by 1,263,725 on social media handles, 617,697 on myIndiHome app, and Plasa Telkom with 214,215 visitors.

Being a company that must be adaptive, innovative, and agile in the pandemic era, IndiHome had to innovate by adjusting the agents on duty with the work-from-home and work-from-office schemes. Before the pandemic, all transactional processes for IndiHome services could only be carried out at the Plasa. However, customers can now conduct all these activities on the digital channels (147, social media accounts, and myIndiHome), including new installation, complaints, change of address, change of name, and service termination.

IndiHome conducted its WOW Customer Experience measurement to provide the best customer service by developing a collaborative and solid digital ecosystem. We systematically and measurably developed these innovations during the pandemic in order to provide the best customer experience.

• 147 contact center: Implementation of an intelligent interactive voice response by deploying a bot as a substitute agent that serves as a tool to inform any mass disruption, isolation, fair usage policy service segmentation, and updating complaint progress.

• Social Media: Set up chatbots on Facebook, Instagram, and Twitter; Customers can seamlessly interact on various IndiHome social media channels through the integrated omnichannel platform; Adding API email service; Real-time monitoring average handling time.

• Plasa Telkom: Implementing Smart Plasaservices that provide a digital touch through video calls substitute for physical customer service.

• myIndiHome application: Customers can self-register, search for product information, file complaints, and pay their monthly bills.

These pandemic-triggered innovations have shown significant results on IndiHome’s service performance.By managing 1,146 Plasa Telkom agents across the country, 710 social media agents, 1,157 147 contact center agents, and 253 myIndiHome agents,IndiHome’s customer touchpoints performance improved from January 2021 to September 2021.Social media response time shortened to 4.39 minutes, getting better from 5 to 4.39 minutes, and 147 contact center service levels increased from 97,7% in January 2021 to 98,0% in September 2021. Digital interaction from myIndiHome apps has seen promising growthfrom 12,5% in January 2021 to 18,0% in September 2021. The first contact resolution (FCR) of social media and 147 contact centers were relatively stable from 77,50% to 77,68%.

The service quality on customer touchpoint refined growth from 92,2% to 95,7%. In addition, the enhancement of customer touchpoint serviceimproved, thusimpacting WOW Customer Experience measurement positively by Top-Down and Bottom-Up Net Promoter Score (NPS) that stakeholders regularly and consistently carry out. Based on the measurement results, the Bottom Up NPS score significantly increased to 33,96 in September 2021 from 25,00 in January 2021. There was a customer interaction shift from non-digital to digital channelsby 10% in 2020 compared to 15% in 2021. Theresults above show that driving innovation in people, processes, and tools could improve customer touchpoint performance overall, which impacted customer loyalty and behavior change towards digital channels utilization.