Commitment To Improve Service Quality, Pertamina Gas Subholding Wins 5 Awards At The Best Contact Center Indonesia 2021

Illustration. (Photo: Doc. Antara)

JAKARTA - Subholding Gas Pertamina, PT Perusahaan Gas Negara Tbk (PGN) won 5 awards at The Best Contact Center Indonesia 2021 event.

The five awards that have been won by PGN are: Platinum Award in the Agent English category, Gold Award in the Customer Service category, Gold Award in the Best of Best Agent Outbound and Customer Service category, Silver Award in the Premium Agent category, Bronze Award in the Best of Best Agent Outbong and Customer category. Services.

"This achievement is an encouragement for PGN to continue to innovate and develop the Contact Center in an effort to improve the quality of service to the public and loyal customers. So that in the future it will be easier for people to get information and handling customer complaints can be handled quickly and precisely," said the Sales Director. and PGN Operations Faris Aziz, in his statement, Thursday, October 28.

Faris added that in the era of digital transformation, PGN continues to innovate in developing digital-based customer services, one of which is through digital transformation with the concept of customer experience so that the public will also feel PGN's presence in the midst of society.

"This is a form of PGN's initiative to remain relevant to the customer (customer), market (market), and internal business processes," said Faris.

Actively, PGN's Contact Center serves 19 areas and operates 24 hours in 7 days at 1500 645 and email [email protected]. With standard service provisions, PGN's response time is less than 8 hours, and handling starts from the most critical service with a maximum response time of 3 hours to a maximum of 24 hours for low-risk request services.

"PGN Contact Center is ready to serve 24 hours. In addition to problems or complaints, PGN is open to customers who want to submit criticism and input about PGN's products and services so that future performance can be even better," said Faris.

Currently, PGN has also launched a customer information service through the WhatsApp (WA) conversation application. This service can be accessed through the number 08151 1500 645.

In 2021, The Best Contact Center Indonesia will be held virtually and attended by approximately 349 participants from 40 companies which are state-owned enterprises, banks, insurance and financial services, retail and e-commerce companies. Since 2013 PGN has received a total of 22 awards from various categories.

"As part of PT Pertamina (Persero)'s Oil and Gas Holding, PGN will always strive to improve natural gas performance and services. The Contact Center team contributes as the vanguard of service and the frontline of the company's business by communicating directly with 500,000 customers in various sectors spread over 60 Regencies/ Cities in Indonesia," concluded Faris.