Good evening
I usually called Wani Sabu, because there are thousands of Nathalya working at BCA.
Good evening, Halo BCA. It's Wani, how can I help you?
Good evening everyone, Pak Zaky, and thank you for the opportunity for me to share about Exceptional Service in Digital Era
Whatís different of the service then and now?
What do you think?
I have some experience on service,
Everyone looks very young here by the way
I have an experience, back then when you entered a shop
The shopkeeper will attend to you, and followed you around the shop
At the time, I feel fine being followed around the shop,
But now, when I entered a shop, then the shopkeeper approach me asking what am I looking for then I got annoyed
I get annoyed when called auntie, just cancel my shopping right away
Thatís how different service is nowadays
What about this digital era, do we still need service? Or we preferred to do it all by our self?
Let's see. anyone know him? Quite handsome, right?
This is Mr. Armand Hartono, my Boss at BCA, Vice President of Director
Well, if we're buying clothing, shoes. not the case with Mr. Armand. He's buying companies
Once I asked him, what are looking for when you buy a company?
I observe their service
If you to know how good a company is, look at their service
so, service is still a necessity
if we want our company to have a great existence, and be an excellence company, we need to fix our service quality.
So, this evening I will share how to give an excellence service in digital era.
Here 10 golden tips.
First, doesn't matter when, then or now, the most important thing is Customer Focus
With customer focus, we ought to know who's our customer, what their behavior, We need to keep up
Now, I'm asking you. Do prefer calling or chatting?
I thought so, you prefer chat
If you're asking for someone number, then the following question is, do you use Whats-app?î or do you use LINE?
now HaloBCA also have a chat line, called HaloBCA Chat
Having HaloBCA Chat, our service level must also speed up.
Just like real time chatting, quick response
we donít want that our customer chat got replied 2 hours later, people will get annoyed
with HaloBCA Chat, our service level response is 2 minutes
2 minutes is a maximum time we got to answer a chat
Then, we also know that our customer is a busy person
If let's say they need a new bank account, It's Impossible to do banking at our branch office on work hours
So, we have video banking service
Provided at the mall, customer can just come by, do a video banking at our machine in 10 minutes they can have their new bank account
Quite fast right?
That's because we understand our customer behavior that need everything to be quick. Mager generation, you know 'mager'?
malasgerak, in english don't want to move
second tips, Always by Your Side,
when you'd like to shop, Bukalapak comes to mind
think about BCA, HaloBCA comes to mind, at your service 24/7
we're having 3 sites now, at Jakarta, Serpong and Semarang
so there's no reason for not be at service
you can't let's say have a shop then open today and tomorrow, but close the next day then open again half day, confusing the costumers
you have to at the service constantly, always on
then the service level, don't make customer wait for too long
at BCA, for regular customer we served at 95% service level
for Priority customer like Mr. Zaky we served at 100% service level
no queuing, you wonít hear the please hold messages
if Mr. Zaky call, as Priority Customer, no waiting time
the phone even picked up before it's rang, stay alert
and then, Omni Chanel
nowadays, if you can only be reached by phone, so last year
so, we got Omni Channel, we can be reached by phone, chat, website, twitter, video call, video banking, we cover all channels
Third tips, end to end service
It's easy to say, but certainly not easy to do
From front-liners to back-end, all included in one division
While others dividing their front-liners and back office,
From 1600 BCA employee, we divide into front liners
People at servicing at haloBCA, myBCA, I picked the one that can never be upset. Never get angry,
because mostly people called for customer service with negative energy right?
So, have to be very patience. Sometimes I feel sorry for them
When they said, anything else I can do?î
Then they got just do what I asked for, don't ask for more for answer. Then they have to humbly apologize.
I told them, please be patience, you'll get into heaven
When they asked why? I said, because you've been in hell for too long
So god will give heaven to you
That's front-liners,
what about back office? I picked the one with good analyzing ability good with numbers
because they're the one who actually solve those customers complains
customer solution are the one who visiting customer and give an explanation
for this unit I picked the one with beauty, sweet and innocent face
after that, FBI (Fraud Banking Investigation)
Why we have to provide Fraud Banking?
In Banking Business there is a possibility our customer got deceived, their money is taken
If we just give a suggestion our customer will not satisfied
Don't you think our customer will be pleased if we could catch the swindler?
Customer will be satisfied
That is end to end service
Never give uncertainty to your customer
Digital customer don't like uncertainty
When they contact front-liner, the issued should be solved
High Quality People
In order to have a good performance we need skillful employees
How we achieved it? If we always be a second option
Usually because they are not accepted in Marketing, IT or Finance. They decide to join in Halo BCA
In the end, we always become a second option
In my opinion, everyone have their own strength
My Theory is Strength finder
I always have different perspective
Our bosses always think we should give a training for employees that lack of communication and not good in marketing
In my perspective, if there are employees who lack communication but have very good analysis could be placed in quality assurance
Why we should be imposed? Even though, at the end it going to work
But if we put them in the right place it will be better
Right People in The Right Place
Like I said before Hire for behavior, Train for Skill, Appreciate your Team
I've got confused when I want to appreciate my team
Most of them are Millennial
And I don't know what they fancy of
Based on survey, they need career path, appreciation and remuneration
So we held Smart Award every month
We choose the best CSO and Team leader
And I printed a giant poster for my team who are top achievers
It is only 16 employees out of 1600 employees
And we hang it on the Hall of Fame. Is it make them proud? Yes...
But... they could be replaced by a more accomplished employees
Balance Life, Do not work all the time
The Bos always asked do balance life could increase work performance?í
Never think about that
For example, we have hydroponic
When harvest time coming, I always come even though I am not fancy of veggies
We have famous vocal group and always win in any competition
Dance. So if there is another Bukalapak event do not forget to invite us
You don't need to pay us, as long as we perform, we will be pleased
It is better rather than always practice but never got chance to perform
We also make a movie, Work Life Balance
This is my team, we always have vacation together
The event name ëTidak Cerdas-cerdas Amatí
Why are you not name it Cerdas Cermat?
Because I know Millennials are not good in memorizing
They always browse Google. That makes them not good in memorizing
So.. why not just makes a funny event?
We also held competitions, Andai Aku Wani Sabu
He is the first winner
Top Model
Best of the best could win overseas trip We must have a Big Data
What do our customer like?
What kind of ads they like?
Based on BIG Data we could create business strategy to decide which direction we would go
We have to place people who good in in analysis to strengthen our service
What is Human Touch in Digital Era?
Considering our customer... Don't often change apps
We have got a big client range of generation
Baby Boomers, Gen X, Millennial, Gen Y
Do not change apps. How if Baby Boomers cannot use it
Do not over in digitized everything
Then.. what we can do for our country
We have contact center academy for student who is not continue to university
We also help HALO POLISI as our CSR
We also help JAKARTA SIAGA 112 as CSR Halo BCA with Provincial Government of DKI Jakarta
Halo BCA is not only achieve awards in Indonesia
But, we also got Global Awards
We were awarded 7 times as Grand Champion from Indonesia
Our stories always inspiring other people
Thank you...
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