TA DIGITAL
Strategi call center agent dalam meningkatkan loyalitas member pada PT Astra International Tbk Devisi Astraworld RO (Representative Office) Jawa Tengah
AstraWorld an operational unit of Astra International, handles all emergency repair vehicles Astra products that become a member. CCA (Call Center Agent) of AstraWorld is very important in the implementation of the direct call center related to the member. The purpose of this final project is to find strategies for CCA, the obstacles in the implementation of the CCA Strategy, and to know the attempt to deal with these constraints. The method of collecting the data this final project are observation, literature reviews and interviews with some employees at AstraWorld RO (Representative Office) Central Java. The descriptive method was used in writing this report .
The result of the research is that in dealing with the customer service, AstraWorld uses seven strategies that have been applied in accordance with the strategy in an effort to increase loyalty such as marketing relationship, customer service supervisor, adding social benefits, adding structuralize, extraordinary guarantees, efficient service complaints, and company performance improvement.
The conclusion of the study is AstraWorld RO (Representative Office) Central Java experiences problems, such as invalid database members, the lack of information about AstraWorld service, and interaction with the member is less consistent and personal.
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