Page 193 - XL Axiata Integrated Anual Report 2020 ENG

2020 Integrated Annual Report
191
XL Axiata maintains compliance with customer data privacy regulations, both in the country and abroad. The Company implements the ISO 27001 standard on Information Security Management System (ISMS) and has received certification for this standard from its ability to plan, manage, review, and improve efforts to secure the data storage.
CUSTOMER SERVICE CENTER (CALL CENTER)
To increase customer satisfaction, the Company has established a Service Management Directorate. Customer protection is a top priority for this directorate. To improve
the performance of the Customer Service Center (call center), the Service Management Directorate continuously improves employee skills in:
• handling customer complaints
• listening to and answering
customer calls
• providing clear information
regarding products
Customers
Responsibilities
RESPONSIBLE BUSINESS
XL Axiata is committed to building a responsible business by developing quality products and services, upholding legal compliance, and fulfilling our social and environmental responsibilities, including our responsibility to customers.
PROVIDING THE BEST SERVICE
Customers are among XL Axiata’s key stakeholders who directly contribute to business continuity. Therefore, the interests, needs, and expectations of customers are always put first. The Company is committed to always providing the best services.
To that end, the Company has in place four customer- oriented strategies:
1. Setting up a Customer Service Center (Call center) 2. Building a Customer Experience & Service Operation
Center (CE & SOC)
3. Conducting customer satisfaction surveys.
4. Preparing an integrated customer service that is on stand-
by
CUSTOMER EXPERIENCE & SERVICE OPERATION CENTER
The Company’s goal is to provide a convenient and simple customer experience in all aspects and for every customer. Every issues must be efficiently resolved.
To monitor service quality, the Company has
established a Customer Experience & Service Operation Center (CE & SOC). Numerous automatic alarms are embedded in the CE & SOC system, thereby increasing the speed and accuracy of the Company’s services.
As an integrated center for service quality monitoring, CE & SOC oversees 4 NOCs (Network Operation Centers), namely: Telco Network, IT Infrastructure, IT Apps, and Billing. One of the important functions of CE & SOC is
TRANSFORM FASTER TO EMERGE STRONGER –GIGVIIVNIGNGBABCAKCKTOTOTHTEHENANTAITOIONN PT. XL AXIATA TBK