Organizational Communication Conflict Analysis in Contact Center Hai (Help Answer Improve) of the Ministry of Finance, Indonesia

DOI

10.2991/assehr.k.211028.106How to use a DOI?

Keywords

Communication conflict; conflict process; information service

Abstract

There are several types of information services run by the HAI (Help, Answer, Improve) Contact Center of the Ministry of Finance, namely ticket email, call center, chat, and social media. There is a fact that the number of new policies regarding the service system and financial regulations at the beginning of each year has significantly increased the number of email tickets that enter HAI. This is expected to cause a communication conflict in the provision of information services. This study aims to describe how the communication conflict in the process of providing information services for HAI. This study uses a qualitative approach, this research observes HAI information service activities both in the call center, ticketing and social media, by conducting interviews with the Head of the User Service Section, call center staff/agents, ticketing and social media, the regulation development section, and the application development department. Documentation is carried out through the collection of HAI performance documents and the Directorate General of Treasury Annual Report. The findings in this study are, there are horizontal communication conflicts that occur between divisions, between layer 1 agents and the application development field as well as diagonal conflicts between layer 1 agents and the business process development section regarding treasury services. There are several causes of conflict, namely dependence on work activities, differentiation of organizational units, limited resources and unequal compensation. Communication conflicts in this study were identified up to the level of communication conflict processes that exist in the horizontal and diagonal types.

Copyright

© 2021 The Authors. Published by Atlantis Press SARL.

Open Access

This is an open access article under the CC BY-NC license.

Download article (PDF)

TY  - CONF
AU  - Erys Al Fauzi Minhando
AU  - Andre Noevi Rahmanto
AU  - Sudarmo
PY  - 2021
DA  - 2021/11/11
TI  - Organizational Communication Conflict Analysis in Contact Center Hai (Help Answer Improve) of the Ministry of Finance, Indonesia
BT  - Proceedings of the 1st International Conference Of Education, Social And Humanities (INCESH 2021)
PB  - Atlantis Press
SP  - 139
EP  - 148
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.211028.106
DO  - 10.2991/assehr.k.211028.106
ID  - Minhando2021
ER  -