Saat ini, serangan siber dapat terjadi di mana saja, kapan saja, dan siapa saja. Keamanan menjadi hal yang sangat penting untuk dimiliki perusahaan, khususnya dalam customer journey yang dimiliki oleh perusahaan yang bergerak di bidang keuangan dan perbankan. Hal ini karena industri keuangan dan perbankan merupakan industri yang menjadi target penjahat siber karena memiliki data sensitif pelanggan. Customer journey adalah serangkaian interaksi pelanggan dengan perusahaan hingga pelanggan memiliki layanan yang disediakan oleh perusahaan. Rangkaian interaksi yang biasanya terjadi yaitu seperti customer acquisition, customer activation, customer engagement, dan customer retention. Perusahaan Anda dapat menerapkan keamanan disepanjang journey tersebut agar pelanggan merasa aman dan mempercayai perusahaan Anda atas data pribadi pelanggan yang diberikan kepada perusahaan.

Teknologi yang Dapat Tingkatkan Keamanan pada Customer Journey

Beberapa teknologi keamanan digital digunakan untuk memastikan customer journey lebih aman untuk pelanggan, perangkat mereka, dan perusahaan. Berikut adalah teknologi yang dapat tingkatkan keamanan pada customer journey:

1.      Electronic Signature

Teknologi ini merupakan pembubuhan tanda tangan pada media elektronik. Menggunakan electronic signature akan membuat alur kerja perusahaan dalam pemeriksaan identitas dan penandatanganan menjadi lebih mudah, sederhana, dan cepat. Hal ini akan meningkatkan pengalaman pelanggan dan memperkuat compliance karena terdapat berbagai macam pilihan untuk verifikasi dan otentikasi identitas yang dapat memastikan seseorang adalah orang yang sesuai sebelum mengakses dokumen.

2.      Mobile App Shielding

Teknologi ini merupakan teknologi keamanan digitial yang digunakan pada customer journey khususnya ketika customer activiation, customer engagement, dan customer retention terjadi. Mobile app shielding akan mendeteksi malware seluler dan mitigasi serangan berbahaya lainnya yang bertujuan mencuri data atau uang pelanggan melalui aplikasi. Hal ini akan memastikan aplikasi seluler untuk beroperasi dengan aman, bahkan ketika ada risiko malware jika ponsel pelanggan di-jailbreak atau di-root.

3.      Authentication Technologies

Kombinasi teknologi otentikasi seperti hardware token, software token, atau biometrik merupakan bagian dari pengalaman pelanggan dalam customer journey yang lebih aman. Sebagian besar bank banyak yang menawarkan otentikasi biometrik seperti sidik jari atau pemindaian wajah. Otentikasi biometrik mampu meningkatkan kepuasan pelanggan karena mudah bagi pelanggan untuk menambahkan lapisan perlindungan lain terhadap account takeover fraud, session hijacking, dan tipe-tipe lain dari fraud attacks.

Penggunaan electronic signature, mobile app shielding, dan authentication sangat penting untuk diterapkan pada perusahaan Anda untuk menghadirkan customer journey yang lebih aman untuk pelanggan. Perusahaan Anda dapat menerapkan teknologi-teknologi tersebut bersama Phintraco Technology, anak perusahaan Phintraco Group yang bergerak di bidang IT Infrastructure.

Hubungi kami di marketing@phintraco.com untuk informasi lebih lengkapnya.

Referensi:

https://www.onespan.com/topics/customer-onboarding

In today’s fast-paced era, it is undeniable that contact center services play an important role in improving business services to customers for every company. Contact center agent services can contribute to a company’s brand image because contact center agents serve as the company’s frontline, communicating directly with customers and ensuring their satisfaction. Therefore, contact center agents must meet certain qualifications to interact directly with customers. If the contact center agent lacks this qualification, the business runs the risk of losing customers as a result of poor service. A professional agent must assist customers via phone, email, and live chat via social media services to provide satisfactory service. Here are seven key qualifications your business contact center agent should have:

1. Excellent Communication Skills

The first qualification a business contact center agent should have is excellent communication skills or the ability to communicate effectively with the interlocutor. The daily task list of contact center agents includes contacting customers via phone or text message. Although they did not meet in person, a contact center agent must be able to communicate effectively. The objective is for customers to comprehend what the business contact center agent is conveying to resolve customer problems. In addition to being important for communication, tone and intonation in speaking are also important. Therefore, it is the responsibility of the contact center agent to make customers feel at ease when lodging complaints and receiving resolutions.

2. Knowledge of the Products/Services Offered

The following qualification is an in-depth understanding of the business’s products and services. A company’s contact center agents must be able to provide information about the products and services offered by the company. It must be conveyed clearly for customers to comprehend the product or service-related information. In addition, the contact center agent’s tasks must be adaptable to the customer’s needs. Therefore, knowledge and comprehension of a specific product or service are one of the qualifications contact center agents should have.

3. Having Patience

A contact center agent must be able to be patience when communicating with customers who may exhibit poor behavior. To leave a lasting impression on customers, contact center agents must always be cordial and patient when addressing their problems. The customer will feel more valued if the contact center agent is able to provide problem-related information and solutions in a friendly and patient manner. This demonstrates that the contact center agent comprehends and cares about the customer’s problems.

4. Having a High Degree of Empathy

Empathy is one of the qualifications that contact center agents should have. This is beneficial so that contact center agents can comprehend the difficulties faced by customers and provide optimum solutions. Knowing that their issues are understood can make customers feel more at ease during the call/chat, resolving customer problems simpler.

5. Problem-solving Skills

A contact center agent’s following qualification is the ability to resolve problems. For example, when a customer complains, a contact center agent must provide an appropriate and prompt resolution. In addition, contact center agents must be able to provide customers and businesses with the optimal solution. Customers who perceive that they have been assisted are more likely to be satisfied and return to the business for additional purchases or uses of its services.

6. Great Listeners

A contact center agent must be able to listen attentively when customers describe their difficulties. Active listening ensures that no crucial information is lost during communication. The inability to listen effectively will create a negative impression of business service. Customers will feel irritated if the contact center agent asks them to repeat their words.

7. Multitasking

A contact center agent must work in an organized manner and multitask while paying close attention to customers’ needs. A contact center agent should be able to listen to customers’ needs and quickly record their inquiries or complaints. At the same time, contact center agents must be able to locate the necessary data and convey it to customers effectively.

These are some of the qualifications a contact center agent for a business should have. Keep in mind that quality contact center services can enhance the image of a business and improve business processes. Finding a qualified Contact Center Agent can be difficult. These qualifications can be obtained through training provided by an experienced team that teaches skills to contact center agents. Mitracom Ekasarana is a subsidiary of Phintraco Group, which owns three separate business units. MitraComm Business Process Services is one of the business units that provide the top contact center agents (MBPS). Your business’s customer service will be enhanced by qualified and experienced contact center agents who offer the best solutions.

Contact us at marketing@phintraco.com for more information.

Visit:

http://mbps.mitracomm.com/

In this digital era, being a customer is a pleasure, as the internet provides customers with various options for determining what they prefer. It also implies that competition in the business world is more intense than ever, as customers have more options to purchase products and services. Therefore, customer service is one of the essential components of a successful business. The customer satisfaction experience will increase their trust and loyalty to the business. Therefore, businesses need to understand the appropriate customer service strategies, including the use of inbound and outbound call services.

Inbound Call Service

Inbound calls are a type of customer service in which customers call the contact center to inquire about products or services, resolve issues, or lodge complaints. Each inbound call has a different number of calls, depending on the customer’s call. Inbound calls always provide solutions and assist customers with payment and booking activities. Inbound calls can also increase a business’s sales through interactions with customers.

Outbound Call Service

Outbound calls are a type of call service a company provides to its customers to achieve certain business objectives. Outbound calls aim to promote sales and acquire new customers, thereby enhancing customer service and business sales. Outbound calls are more proactive than inbound calls, as the marketing department handles customer service for outbound calls. Typically, these calls aim to follow up on service issues or inform customers of new products or policy changes.

Inbound Call vs Outbound Call

The definitions of the two distinct customer services result in differences between them. Beginning with the customer service process, the functions of the two services are described. The type of call can determine the difference between inbound and outbound customer service calls.

Inbound call services receive various types of incoming calls, which typically fall into the two categories described below:

1. Customer Service

This service is provided when a client calls with a question, a problem, or to manage their account.

2. Incoming Sales

Not infrequently, potential customers who call contact center agents are inquiring about products and services. If this occurs, the call is classified as “incoming sales,” and the contact center agent may seize the opportunity.

Meanwhile, outbound call services concentrate more on sales and outgoing calls. These calls typically fall into one of the two categories below:

1. Cold Call: This call involves contacting potential customers who have never interacted with a business agent. This first interaction can end well but can end badly. It relies on the constancy of a business contact center agent to offer products and services.
2. Warm Call: This follow-up call received a positive response previously. Warm call refers to contacting leads who have expressed interest in the business’s products or services. Because customers are already anticipating calls, these calls are typically well-received; consequently, the outcome has a greater likelihood.

That is the difference between inbound and outbound customer service calls. By understanding the differences between the two, your company can provide the appropriate customer service to contribute to your company’s success. MitraComm Ekasarana, a subsidiary of Phintraco Group with three business units, is available to enhance customer communication services. In addition, MitraComm Business Process Services (MBPS) offers Outbound Call service solutions as part of the Transactional Process Outsourcing service, which helps businesses create new customer opportunities that can increase sales of business products or services.

Contact us at marketing@phintraco.com for more detailed information about outbound call services solutions.

Visit for more information:

https://www.mitracomm.com/

https://mbps.mitracomm.com/