Indonesia 'deaf to public's complaints'
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Indonesian companies and government need to establish more contact centres to receive enquiries and complaints from the public.
Andi Anugrah, the chairman of the Indonesia Contact Centre Association (ICCA), said that at 120,000, the number of contact centre agents was still too small to respond to customers’ complaints.
“This number includes those working in-house as well as in outsourced contact centres,” he said, adding that up to 70 per cent of these are outsourced agents that handle a variety of clients.
