Akhir-akhir ini, sistem cloud banyak digunakan perusahaan. Banyak kemudahan yang didapatkan perusahaan jika menggunakan sistem cloud. Kemudahan akses karena mudah digunakan di mana saja, efisiensi biaya, dapat terintegrasi dengan software apa pun menjadi beberapa kelebihan menggunakan sistem cloud.

Pandemi Covid-19 masih menjadi alasan perusahaan-perusahaan menetapkan sistem kerja WFH atau WFA, sehingga sangat tepat untuk menggunakan sistem cloud. Jika perusahaan Anda berencana menerapkan sistem kerja WFH atau remote, menggunakan teknologi SD-WAN menjadi salah satu solusi pendukung untuk melayani workforce yang terdistribusi di mana pun.

Tantangan Pekerjaan Jarak Jauh Dari Sisi IT

Sebelum beralih menggunakan sistem cloud, perusahaan memiliki data center. Data yang dihimpun dari Dell Technologies diketahui bahwa 20-30% karyawan dapat bekerja dari rumah hanya beberapa hari dalam seminggu pada akhir 2021. Hal ini membuktikan bahawa banyak karyawan yang sudah bekerja di rumah. Jika perusahaan akan menerapkan sistem bekerja jarak jauh secara permanen, dibutuhkannya strategi network yang baru untuk mempermudah peralihan sistem dari data center ke cloud. Salah satu tantangan yang terjadi jika perusahaan tetap menerapkan sistem data center adalah akan timbul biaya tinggi dari transportasi data dan network hardware yang kurang dimanfaatkan.

SD-WAN Mempermudah Sistem Kerja Remote

Data lain yang dihimpun dari Dell Technologies diketahui bahwa 85% perusahaan berskala sedang hingga besar sudah berpindah menggunakan SD-WAN. Hal ini membuktikan bahwa SD-WAN sangat berguna untuk perusahaan yang menggunakan cloud. Perusahaan dapat menjadi lebih mudah jika menggunakan teknologi SD-WAN karena SD-WAN mampu melakukan hal berikut ini:

1. Memprioritaskan aplikasi yang lebih baik
2. Membawa lebih banyak bandwidth
3. Mengontrol biaya
4. Meningkatkan ketahanan

Keuntungan Menggunakan SD-WAN

Teknologi SD-WAN mendukung transisi yang efisien ke sistem yang semakin berpusat pada sistem cloud. Solusi teknologi ini juga memungkinkan konektivitas langsung dan performa yang lebih tinggi dibandingkan dengan model jaringan yang lama. Keuntungan lain menggunakan SD-Wan anatara lain:

1. Fleksibilitas ketika kerja jarak jauh

Menggunakan teknologi SD-WAN para admin network dapat mendorong aplikasi ke satu atau beberapa situs secara bersamaan. Hal ini juga memberikan visibilitas IT ke setiap lokasi terpencil. Tim IT dapat meningkatkan remote sites hingga 5 kali lipat hanya dengan tambahan waktu 1 jam.

2. Biaya transportasi data yang lebih rendah

Traffic dalam model network tradisional dihubungkan dari branch sites ke data center, lalu terhubung ke cloud, ini berlaku sebaliknya. Teknologi SD-WAN mengurangi ketergantungan pada MPLS, menggantikan bandwith yang critical.

3. Meningkatkan efisiensi

Solusi teknologi SD-WAN menawarkan penerapan “zero touch” dan manajemen network. Teknologi SD-WAN juga memiliki central orchestration engine yang membuat manajemen lebih efisien. Perusahaan Anda juga dapat memiliki manajemen network yang terpusat, sehingga membantu policies dari data center. Hal ini juga membuat SD-WAN menjadi lebih efisien karena sebelumnya ketika terjadi masalah, tim IT memecahkan masalah dengan datang ke lokasi tertentu.

SD-WAN menjadi solusi pendukung sistem cloud yang sangat bermanfaat untuk perusahaan. Perusahaan Anda akan menjadi lebih efisien ketika menerapkan sistem kerja work from home atau bahkan work from anywhere.

Phintraco Technology bergerak di bidang IT Infrastructure yang menyediakan berbagai macam solusi teknologi, salah satunya adalah SD-WAN. Anak perusahaan Phintraco Group ini sudah lebih dari 14 tahun melayani perusahaan di segala jenis industri.

Hubungi kami dengan mengirimkan email ke marketing@phintraco.com untuk mengetahui informasi lebih lengkap mengenai teknologi SD-WAN.

Referensi:

https://www.delltechnologies.com/asset/en-us/products/networking/briefs-summaries/dell-emc-sd-wan-is-fueling-the-future-of-work.pdf

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Sempurnakan Transformasi Digital dengan Solusi SD-WAN

The company’s reputation depends on customer satisfaction with the company’s services. Customers usually evaluate a company’s quality by comparing the services they get and what they want. The company’s job to understand the standards of customer expectations is only halfway through the actual effort to do. Other things that are also significant are meeting those expectations and passing the evaluation through the contact center as the company front line. This article will discuss the criteria for evaluating customer service and how companies can elevate customer satisfaction through the contact center.

Customer Satisfaction Evaluation Criteria

According to a study conducted by MIT Sloan, there are some criteria that customers take as an indicator of their satisfaction evaluation towards the services provided by the company through the contact center. Here are 3 of them:

1.    Reliability

When contacting the contact center, the customer expects the agent to provide the right and straightforward solution to the problem. In this process, customers will evaluate the ability of contact center agents to provide services and solutions consistently and accurately according to their needs.

2.    Responsiveness

Responsiveness evaluated by customers is the willingness and commitment shown by the contact center in helping customers. Besides this criterion, customers also expect contact center agents to provide services quickly.

3.    Empathy

Empathy has an important role in the relationship between a company and its customers. When a contact center agent can show genuine empathy for a customer, it will help reassure them that they have been heard and a solution will be provided immediately.

Use Business Process Services Solution to Elevating Customer Satisfaction

The company must provide qualified contact center agents who meet the criteria above and successfully pass the evaluation of customer satisfaction. Unfortunately, many companies find it challenging to find and employ qualified human resources. For this reason, companies need outsourcing services from a Business Process Services (BPS) service provider that also provides contact center agents outsourcing and various valuable training. Contact center outsourcing offers many benefits for companies; one of them is elevating customer satisfaction. Maximum results will also be obtained if BPS provider companies offer value-added services.

Trust MitraComm Business Process Services

Choosing a BPS service provider company is not easy. There are several things that must be considered to get a qualified and experienced company. MitraComm Ekasarana is a subsidiary of Phintraco Group that provides BPS services through one of its business units, MitraComm Business Process Services (MBPS). With approximately 15 years of experience, MBPS has collaborated with many corporate partners to provide various solutions and services related to BPS. Entrust your company to MBPS to elevate customer satisfaction and the company’s business processes efficiency, especially in the contact center.

Contact us through marketing@phintraco.com to get more comprehensive information about the Business Process Services provided by MitraComm Ekasarana.

Reference:

https://sloanreview.mit.edu/article/five-imperatives-for-improving-service-quality/

A contact center is one of the divisions that directly interact with customers. Thus, contact center agents must represent the company’s values well to have loyal customers for the company. Besides, contact center agents must also have a uniqueness to become a remarkable selling point and beat the competitors through the contact center. So, how to have a unique selling point in the contact center? One of the powerful strategies is to improve values in the contact center.

Improve Values in the Contact Center

To elevate the customer experience, companies need to improve their contact center performance. Therefore, they can get loyal customers as the further results of the services provided. Below are some tips on how to improve values in the contact center.

1. Communicate with customers regularly

The fact that a company needs to get more transactions and revenues sometimes makes the interaction between the contact center and customers only stuck on driving sales. Yet, your company should not focus on driving sales directly but also on building consistent customer communication. Communicating with customers to build their trust is important to increase value at the contact center. Make sure that customers are happy with the services offered by your company so they can stay loyal to your company.

2. See from the customer point-of-view

Contact center agents have to handle thousands of customers every day. This responsibility makes some agents just want to get their job done without paying attention to the customer. Contact center agents are supposed to handle customer-reported problems from the customer’s point of view, not just the company’s templates. Doing this will make the customers feel valued, as the agent strives to meet their expectations and fulfill their needs.

3. Offer complete information about new products

The contact center usually acts as a customer service to report product-related problems or even find out more information about offered products. Contact center agents also ensure that customers maximize the use of the products they purchase. To increase sales and attract customers to use your company’s products continuously, agents can offer or provide detailed information about new products to customers.

4. Emphasize the goal to increase customer satisfaction

Building empathy when serving customers can improve the customer experience. When agents show their genuine willingness and emphasize the goal to serve customers well, it will increase customer satisfaction. Therefore, customers will be loyal, and the company will get more profits.

5. Expand agent knowledge with value-added services

Providing customer service with qualified and knowledgeable agents through value-added takes a long and complicated process. However, it will have a long-term impact on the company. This process takes commitment and focuses on continuously adding better “value” to the various customer services provided. To do this, you will need to broaden your agent’s expertise and consider applying new techniques in the contact center division to help them thrive during changing market conditions.

Many companies use third parties as their contact center outsourcing. Make sure your contact center agents provider also has value-added services such as training programs to add more value to your contact center agents. MitraComm Business Process Services (MBPS), a business unit of MitraComm Ekasarana, a subsidiary of Phintraco Group, provides various value-added services for contact center agents. MBPS has certified trainers and experienced practitioners who will facilitate the motivational and soft skills training programs. Besides, MitraComm also provides advanced skills development through online training (E-Learning Center) and Premises.

Contact us through marketing@phintraco.com to find out more about value-added services from MBPS.

Reference:

http://mbps.mitracomm.com/

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