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Standardizing excellence: Enhancing hotline/call center quality across Indonesia's Foreign Missions

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The development of hotline and call center services across Indonesia’s foreign missions is essential to provide more efficient, responsive, and consistent diplomatic communication. The study examines the standardization and improvement of hotline services by applying the Six Pillars of Customer Experience Excellence: personalization, time and effort, expectations, integrity, resolution, and empathy. Various operational models, including artificial intelligence and human agents, centralized and decentralized systems, and internal and external staffing, are considered to assess their impact on service effectiveness and quality. The proposed improvements include a modernization roadmap, institutional capacity building, staff training, resource coordination, and centralized monitoring. In the long term, the standardization of hotline services is supported through a Ministerial Regulation and integration with the Portal Peduli WNI to establish centralized monitoring and consistent service standards across Indonesian missions abroad.

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Ketersediaan

2023-0187

Sesdilu 75-2023

Training Materials Repository

Tersedia

Informasi Detail

Judul Seri

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No. Panggil

Sesdilu 75-2023

Penerbit

Jakarta : Kementerian Luar Negeri., 2023

Deskripsi Fisik

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Bahasa

English

ISBN/ISSN

-

Klasifikasi

NONE

Tipe Isi

text

Tipe Media

computer

Tipe Pembawa

online resource

Edisi

-

Subjek

-

Info Detail Spesifik

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Pernyataan Tanggungjawab

UPT Sekolah Staf Dinas Luar Negeri

Versi lain/terkait

Lampiran Berkas

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