22 April 2022
Tips to Avoid Choosing a Wrong Contact Center Outsourcing Partner
In recent years, the pandemic has forced the industrial sector to implement new ways of working. The ever-increasing digital transformation brings many new ideas, initiatives, and technology aimed at assisting in overcoming its various challenges. A challenge often encountered across multiple industry sectors is customer service. Customer service is the standard across various industry sectors for building trust and building customer loyalty. Meeting customer expectations is the top goal of every company. A company needs the right strategy to overcome these challenges.
Contact Center Outsourcing, Customer Service Strategy.
The company must take strategic steps to improve customer service so that the company can grow rapidly. The right strategy for improving contact center services is to use contact center outsourcing. Contact center outsourcing requires a team of outside company agents to handle the company’s contact center. Using contact center outsourcing may aid in managing a company’s system, infrastructure, and contact center agent services, allowing the company to focus on other business functions.
6 Things You Need to Find with a Contact Center Outsourcing Partner
Then, how do you know you’ve found the right contact center outsourcing partner? Here are some tips to find a contact center outsourcing partner:
- High-quality
How can You know whether a contact center is of high quality? A well-organized company has high success rates, effective sales, and low turnover rates. It also demonstrates a pleasant working environment.
- Experienced
In this industry, experience is important. Managing employees, handling clients, and integrating new technologies requires knowledge and experience in handling a variety of companies because each company and industry has different problems. The more contact center experience, the better the partner handles Your company. They will be ready to adapt and provide insight into every situation they face.
- Scalability
The company wants a business that continues to grow. The growth of the business will bring in more customers than usual. With an ever-increasing number of consumers, the company needs a contact center outsourcing provider that can expand with them. Ensure that the contact center outsourcing partner You pick can handle Your company’s varied scales so that it can satisfy the company’s demands in proportion to the number of consumers it has.
- Cost-effective Pricing
Hiring a contact center is an investment. The best contact center outsourcing has fair prices that cover all costs while maintaining high quality. They should provide You with a detailed list of fees with no hidden charges.
- Advanced Technology
Of course, You don’t want to hire a contact center that still has a phone dial and a computer that runs Windows 95. It would be best to have a contact center that can handle omnichannel support, stay current with technology developments, and integrate with the most up-to-date technologies.
- Exceptional Customer Experience
Computers with the most up-to-date technology and cost-effective budgets are useless if your customers aren’t treated well. Your outsourcing partner should put customer needs above everything else.
After you’ve learned tips to find a contact center outsourcing partner, the next step is to find a trusted contact center outsourcing provider. MitraComm Ekasarana provides Contact Center Outsourcing as one of its services. Mitracom Ekasarana is a subsidiary of Phintraco Group and has 3 business units. MitraComm Business Process Services (MBPS) is one of the business units that provide Contact centers outsourcing.
More information about the Contact Center Outsourcing can be obtained by contacting us at marketing@phintraco.com.
20 April 2022
Things You Need to Avoid with a Contact Center Outsourcing Partner
Customer service is the most important thing to consider in a business. One of the customer service strategies is to deliver excellent service to the contact center system. However, handling customers can be a challenge when You don’t have the right team and operational capabilities. Deciding to outsource contact center activities is a smart way to stay focused on other business functions. However, it will only be effective if Your business has the right business partner. If You don’t choose a contact center outsourcing partner carefully, it may negatively impact your business. Choosing the right contact center outsourcing partner is one of the important decisions Your business requires to achieve.
3 Things you need to avoid with Contact Center Outsourcing Partner
Working effectively is a must, but there are other factors to consider when choosing a contact center outsourcing partner. Here are a few things to avoid while looking for a partner to help Your contact center make a more informed selection.
- High Setup Costs
Setup costs are the usual way for partners to cover some of the starting costs. New software, integrations, and staff training all come at a cost. However, some contact center outsourcing partners use high setup costs to get benefits from clients.
- Additional Support Costs
The cost issue must have been mutually agreed upon before the company collaborates with the contact center outsourcing partner. A good partner would not charge You extra for things that aren’t included in the agreement. Therefore, companies need to find contact center outsourcing partners transparent in terms of costs.
- Replacement Agent Training Costs
Contact center agents have a high turnover rate, which is no secret. If the partner firm charges You extra fees to find a replacement agent, You should reevaluate Your partnership. The outsourcing partner should be responsible for having the contact center agent replaced. Similarly, training to improve the quality of contact center agents.
Thus, after knowing a few things to avoid when selecting a contact center outsourcing partner, the next step is to choose the best and most reliable Contact Center Outsourcing partner. Of course, if You engage with the proper company, you will reap the benefits of contact center outsourcing services. MitraCom Ekasarana provides Contact Center Outsourcing as one of its solutions. MitraComm Ekasarana is one of the best Contact Center Outsourcing providers in Indonesia that has 3 business units, including MitraComm Business Process Services (MBPS), engaged in Business Process Outsourcing. The advantage of developing a relationship with MitraComm Ekasarana is that the business You operate can focus on key business areas, increase productivity, develop customer service, increase revenue, and maintain the best quality service for Your business customers. Find how we solved the problem on our youtube channel, Phintraco Group.
More information about the Contact Center Outsourcing can be obtained by contacting us at marketing@phintraco.com
18 April 2022
Things to Consider when Outsourcing a Contact Center
Customers are also increasing in number as the company grows. In having good customer service and can serve all customers, the company can use a contact center solution. The company’s contact center service must be available on various channels to serve customers according to customer preferences. The company must have customer service that matches the increasing number of customers and use up-to-date technology to remain effective. However, how does the company have more time and resources to handle all these needs? Given that the company also needs to provide other services following the focus on its business. Then, how can the company provide good customer service while continuing to innovate the latest services or products for customers? Companies can use contact center outsourcing providers to delegate improved contact center services to customers.
6 Things to Consider when Outsourcing a Contact Center.
Currently, companies can use contact center outsourcing through contact center outsourcing providers. Working with third parties to handle the company’s contact center is one of the biggest steps for the company as it hands over customer service to third parties. The company must have complete faith in the customer service provided by such third parties. You don’t want the company’s investment to go to waste, right? Before deciding to use a contact center outsourcing, make sure Your company has determined the following to ensure that the plan You’ve devised is the right one for Your company.
Identifying Company Needs
Before deciding on a suitable partner, You must first determine what the company requires. Making a map of business needs and how the rule of the contact center outsourcing may support these needs is one method to figure out what Your company needs.
Find an Appropriate Value Partner
Select a contact center outsourcing partner whose value aligns with the company’s vision and mission. Find a partner who not only matches your company but can also give customer service that surpasses your customers’ expectations.
Establishing and Monitoring KPIs
An ever-increasing number of consumers need an ever-increasing level of service. This is carried out to improve customer experience and customer expectations. contact center outsourcing partners can create excellent customer experiences through the aid of modern technology. Therefore, You should look for partners who have the proper technology for establishing and monitoring key performance indicators or KPIs. so that your company can evaluate contact center performance at any moment and enhance the customer experience.
Prioritize Transparency
The company must concentrate on its main business. Then, look for a contact center outsourcing partner who is transparent about the data and the actual state of the contact center to the company.
Collaborative Partnership
Long-term relationships will be formed between businesses and contact center outsourcing providers. Good communication is required for this. Find partners who can help the firm improve business services.
Strong financial foundation
Your company should look for a financially stable outsourcing contact center partner. Payment of employee salaries and fulfilling all corporate demands are not a problem if the contact center outsourcing has strong financials, allowing it to support good operations while offering optimal customer service.
Those are the six things that companies need to consider when outsourcing a contact center. Make sure your contact center outsourcing partner suits the company’s needs and fits these six criteria. MitraComm Ekasarana has 3 business units, one of which provides the contact center outsourcing, that is MitraComm Ekasarana Business Process Services. Phintraco Group’s subsidiaries have provided service to the company in a variety of industries for more than 15 years. MitraComm Ekasarana has the support of Phintraco Group, an IT solution provider in presenting contact center outsourcing. See how we solved the problem about the contact center on our youtube channel “Phintraco Group”.
Contact us at marketing@phintraco.com to find out more information about the contact center outsourcing.
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