The Benefits of Implementing Outbound Call Center for Business Growth

By |2021-07-25T20:52:31+07:00March 12th, 2021|Categories: Blog|Tags: , , , , , , , , , , , , , , , , |

What is Outbound Call Center?

A call center within organization is divided into 2 services, they are inbound and outbound call center. In this article, we will focus on finding more about outbound call center and its benefits for business growth.

An outbound call center is an activity that allows call center agents to make outbound calls to an organization’s customers or prospects. These activities may be for market research, proactive customer service, sales, debt recovery or other purposes according to business requirements. In most cases, outbound call center services consist of Telecollection, Telemarketing, Telesales, Welcome Call, Data Cleansing, and Telesurvey. Let us take a look at these following explanation about outbound call center services and its benefits for business growth:

·         Telecollection

Telecollection is one of receivable management process. It is also known as reminder calls to client’s customers as an initiative for credit recovery to ensure “on-time payment”, and to reduce the risk of losses on receivables.

·  Telemarketing

Telemarketing is the process of finding new customers or generating interest in a brand, product or service by providing the information directly to potential customers over the phone. The benefits of implementing telemarketing is to find more new opportunities by making potential customer curious about product offered. It needs high-skilled agents to achieve the objective of having telemarketing services.

· Telesales

Telesales may sound similar to telemarketing, but the differences between these two services are its purpose. The purpose of telesales is to improve sales performance by selling products or services to customers through the calls.

·  Welcome call

Welcome call is one of outbound call center services that becomes the most effective way to create a long-lasting relationship with customers, especially new customers.

This outbound call center service consists of providing information about products or brands, promotion, and also about the company itself to customers in a more personal way when they have completed their transaction, so that it is expected that the company is always able to maintain customer trust and loyalty.

· Data cleansing

Data cleansing is a strategic approach to enrich business data for higher quality. By implementing this kind of service, organizations can select and remove corrupted, incorrectly formatted, duplicate, or incomplete data within datasets.

·  Telesurvey

Telesurvey is a survey carried out by call center agents over the phone. Establishing this service within a business let the customer know that the business really cares about hearing their feedback, so that a business is able to ensure customer satisfaction or take any possible wrongs, and turn them into rights.

Implementing outbound call center services is a strategic approach to build positive reputation and to support business growth. Since outbound call center services are crucial for business continuity, then organizations need to establish a reliable outbound call center management.

Organizations can leave their outbound call center activities to a business process outsourcing company. Partnering with the right business process outsourcing provider will help companies to have reliable outbound call center management that is supported by experts and updated technology to keep up with competitive business environment.

If you are looking for business partners that is providing outbound call center outsourcing services, you have come to the right place! You can rely on MitraComm Ekasarana to support and handle your outbound call center. To know further information about outbound call center services offered by MitraComm, do not hesitate to contact us at

5 Business Activities We Could Outsource to Grow Business

By |2021-07-25T20:52:35+07:00March 10th, 2021|Categories: Blog|Tags: , , , , , , , , , , , , , , , , , , , |

Many organizations tend to avoid outsourcing to handle their some business activities, because they think it requires huge cost.  In fact, it is actually not true. They fail to calculate the value of opportunities lost because they invested too much time into tasks that can be best left to others. Having a business process outsourcing company as a business partner will help you more focus on more important matters, then it will make open new opportunities to increase revenue significantly.

In outsourcing services, there are some business activities we could outsource to a business process outsourcing company, it is commonly known as transactional process outsourcing. Did you know which business activities we could outsource to a business process outsourcing company?

1. Walk In Customer Service

One of business activities we could outsource to a business process outsourcing company is Walk In Customer Service. Walk In Customer Service is a front line staff that plays an important role in representing company’s image for customers. Therefore, you need to have high skilled and competent staff to manage this business activity. If you are partnering with a business process outsourcing company to manage Walk In Customer Service position within your organization, you do not need to think about their trainings needs and any other related requirements to fulfill the right fit to this position. A business process outsourcing company will dedicate their time to develop their employees’ skills in order to meet all criteria needed by clients.

2. Data Entry

Organized data is the key to accelerate your business growth. However, as a growing organization, you might find it challenging to keep a track of your data on a daily basis. Data Entry is a repetitive and will be time consuming task if it is not managed by professionals. Therefore, outsourcing Data Entry activities to a business process outsourcing company will be the right decision for every company.

3. Loyalty Management

In today’s digital era, business is becoming more competitive. Organizations need to find the right way to provide inovative services and maintain long lasting relationship with customers. Then, one of the right way to meet those goals is establishing Loyalty Management. In managing Loyalty Management activity, organizations need to concern about the extent to which you should approach, delight, and attract customers. By outsourcing this business activities to a business process outsourcing company, organizations  will be able to take a comprehensive approach to prevent valued customers from reaching out to competitors.

4. Direct Sales

At a time when agility and scalability are essential, outsourcing Direct Sales task to a business process outsourcing company is a proven way for organizations to quickly and effectively drive revenue. Direct Sales outsourcing enables organizations to take advantage of untapped opportunities by leveraging skilled resources.

5. Outbound Call

Outbound Call is a proactive activity handled by call or contact center teams to contact customers through phone calls and achieve certain business goals.

If an organization want to establish and manage in-house Outbound Call Center, they will face many challenges that will impact the productivity of their core businesses. It can also stretch human resources, as it requires hiring skilled and competent labor and implements expensive and complex equipments.

To overcome those challenges, an organization could outsource their Outbound Call activities to a business process outsourcing company. Outbound Call outsourcing services consist of Telecollection, Telemarketing, Telesales, Welcome Call, Data Cleansing, Telesurvey, and more. You can find more about outbound call services by clicking this link: (link)

To conclude, those are 5 business activities we could outsource to grow business. 5 mentioned business activities above are available in services offered by MitraComm Ekasarana. MitraComm Ekasarana is a business process outsourcing company that was established in 2007. At present, as a business process outsourcing company in Indonesia, MitraComm is supported by more than 150 experts and 8,000 NP staff, with a capacity of more than 4,000 seats.

MitraComm is fully supported by Phintraco Group, an IT solution provider company in Indonesia that has served more than 200 customers across industries in providing the best IT solutions to meet business needs in today’s digital era. To ensure the quality of services provided to customers, MitraComm has 8 locations across the city center of Jakarta, Tangerang, Semarang, Surabaya and Yogyakarta.

Do not hesitate to contact us at to know further information about all MitraComm’s business process outsourcing services and to consult with out professional teams before taking the right steps for having a business process outsourcing company as your business partner.


The Advantages of Contact Center Outsourcing for Business

By |2021-07-25T20:53:35+07:00January 29th, 2021|Categories: Blog|Tags: , , , , , , , , , , , , |

In today’s digital era, contact center plays important role in a business. The quality of contact center is becoming increasingly important to affect customer’s trust on a product or brand. Therefore, contact center outsourcing has been becoming a growing trend in the world of business for many years. Why is that so?

Before we get into the specifics of the advantages of contact center outsourcing, let us first know how critical the role of contact center to the overall success of a business.

According to research from Temkin Group, 65% of customers say that a positive customer service experience is more influential than great advertising.

Another research from American Express reveals that 69% of customers say they will spend more with a company that provides good customer service.

Based on those facts and statistics, we can conclude that having good customer service quality is a must for every company across industries.

The importance of providing good customer service quality makes contact center outsourcing become a growing trend in business literature. Then, do you want to know the advantages of contact center outsourcing? Here are what you need to know about the advantages of contact center outsourcing:

1. Competent employees

The first advantages of having contact center outsourcing partner is every outsourcing provider dedicate their efforts, time, and their resources toward improving employees or agent skills to implement customer service’s best practice and keeping up with industry standards.

A company can rely on contact center outsourcing services to have competent employees and specific expertise in customer service, allowing them to focus on what their business does best.

2. Cost and time savings

Another advantages of contact center outsourcing is helping companies to save their time and cost. When companies choose to outsource their contact center, it means that they have reduced their cost and time spending for certain processes like recruiting, onboarding and training new employees or agents, dealing with high rates of employee turnover, also eliminate cost for building contact center infrastructure such as office space and modern technology implementation to support customer service.

3. Besides providing better services to customers, contact center outsourcing also help companies to get new business opportunities

A contact center outsourcing provider will provide transparency into all customer interactions, and capture them with modern technology support to help a company realize more value from captured interactions that are useful for the future of their business strategy.

4. Contact center outsourcing handle the complex technology operation, so you do not have to

The last but not least, the advantages of contact center outsourcing is helping companies reduce complexity in operating modern technology.

The presence of modern technology for contact center operations is now more complex than before, making the management of contact center operations even more complicated if it is handled by parties who are not competent in customer service. A company can solve those challenges if they work together with a contact center outsourcing provider that is supported by a series of modern technologies that always keep up with customer needs and trends.

By reading this article, you have got information about the advantages of contact center outsourcing. Contact center outsourcing comes in all shapes and sizes, and different levels of service quality.

Before choosing contact center outsourcing provider, it will be much better if you prepare important points such as defining clear targets, understanding company’s culture, and picking the right partner. You can find out what you need to know about the things to keep in mind before outsourcing your contact center by clicking this link.

Are you now in the process of choosing the right partner for outsourcing your contact center? We provide recommendation for you, watch this “MitraComm Customer Success Story” video to find out the answer. Click this link

Further information:

5 Key Strategies for Improving Customer Service

By |2021-07-25T20:53:40+07:00January 28th, 2021|Categories: Blog|Tags: , , , , , , , , , , , , , , |

To survive and thrive under a competitive and crowded business environment, a company must attract more customers to increase sales and implement the right strategies for improving customer service. Why is it a must? Because no matter how good your product is, if customers are not satisfied with the services, they will pay closer attention to the bad customer service experience.

In this article, we will dive deep into the key strategies for improving customer service that you can implement to grow your business. Here are the points.

1. Respond promptly to your customers’ inquiries

If a customer service agent can give prompt responses to all customers’ inquiries, indeed it will create a business with more satisfied customers. To implement this strategy, you need to train your agents’ skills regularly and supported by adequate systems to help agents work promptly.

2. Make customer feedback part of your strategies

Customer feedback is the most important aspect to evaluate your service level. By knowing what we need to improve, then you can adjust your customer service strategy that can be implemented by the customer service agents.

It is important to know that customer feedback is not only about customer complaints submitted through email, chat, SMS, or other modern platforms. Every interaction between agents and customers is a hidden, yet valuable feedback.

Therefore, you need to have call recording systems to help you monitor all interactions between agents and customers, and turn those interactions into valuable insights to decide the right business strategies and decisions in the future.

3. Complete your service with omnichannel support

Today’s all activities closely depend on modern technologies. Everything becomes digital, and all customer have now switched to use digital platform to find their needs. Therefore, for improving customer service, you need to complete your service with omnichannel support. Omnichannel is a cross-channel content strategy that companies use to improve their customer experience and drive better relationships across points of channel. To get more information about omnichannel support, find the information here. (link)

4. Offer 24/7 customer support

This is an important strategy for you if you have a large customer base. If a company offers 24/7 customer support, customers will find it easier to contact you any time. To implement this strategy, you need to hire multiple customer reps and have a dedicated customer support team that works in shifts to handle all customer inquiries.

5. Stay competitive and improve customer service by outsourcing your contact center

If you are able to implement those 4 strategies successfully, then having excellent customer service is not just a dream. However, the question is “does every company has time and opportunity to specifically build strategies and the right teams to improve customer service?”

Creating a successful business with excellent customer service is not a simple task. It requires good planning and consistent implementation. Therefore, you need to choose and work together with contact center outsourcing provider, so that the goal of improving customer service can be realized.

Working together with contact center outsourcing provider allows companies to improve customer service, while focusing on other strategic tasks to grow their business. Outsource your weaknesses, so you can focus on your business strengths.

To know further information about the benefits of using contact center outsourcing services, please click this article:

Further information:

3 Things to Keep in Mind before Outsourcing Contact Center

By |2021-07-25T20:53:44+07:00January 27th, 2021|Categories: Blog|Tags: , , , , , , , , , , , , |

The presence of various customer service channels makes contact center operations more challenging to manage if an organization does not implement the right strategies. To be able to manage it well and keep updated with customer growing needs, there are some things to be prepared by the management.

Implementing updated and relevant technologies and hiring competent employees that can provide the best customer services are just the two aspects of many required preparation for companies, there are still many things to be prepared by companies such as complete infrastructures and strategic locations.

If a company does not have time and enough resources to complete all processes and implement contact center best practices, they can try to outsource their contact center as the main solutions. However, since it will be crucial for business growth and reputation, there are 3 things to keep in mind before outsourcing contact center. Here are what you need to know before making critical decision for outsourcing contact center:  

1. Define the targets

Every business is different, so it is important to have a clear starting point and understand what role contact center plays in a business. Thus, before outsourcing contact center, a company need to define expected targets that must be achieved by contact center outsourcing provider.

Later on, these points will also make it easier for contact center outsourcing provider to determine the right solutions and services to meet the targets that have been previously defined.

2. Understand the culture

Every company has its own culture that make them unique. It is expected every company’s culture can be recognized and valued by its customers. In this case, how companies treat their customers will closely reflect that culture. So, it is understandable that many companies fear losing their real culture when they choose to outsource their contact center.

To solve this challenge, before outsourcing contact center, companies need to clearly outline the culture and look for a contact center outsourcing partner that understands and able to implement it when providing services to customers.

Preparing this point will make sure that the contact center outsourcing partner can offer the same level of customer service as the in-house team.

3. Pick the right partner

After defining the targets and understanding the culture, it is time to continue preparation processes by looking at potential contact center outsourcing provider. In this phase, companies need to know the track records of their potential contact center outsourcing partner.

Try to find out their track record, such as knowing their customer base. If your partners are experienced in providing services to the same industry as yours, surely they will be able to provide services and solutions that are in line with your business goals.

In addition, you also need to know what services do your potential contact center outsourcing partner offer, make sure the contact center outsourcing partner you choose is up-to-date with current technologies, and last but not least is about locations.

To conclude, preparing these 3 points will help companies decide better decision before outsourcing contact center.

Companies will get more benefits of outsourcing their contact center if they are picking the right partner. One of companies that provides contact center outsourcing services is MitraComm Business Process Services or Mitracomm.

Since 2007, MitraComm has been partnering with hundreds of leading companies in indonesia across industries. Besides providing complete contact center outsourcing services, MitraComm also offers services that are supported by modern technologies.

Indeed, MitraComm’s experiences has made them able to manage contact center operations within any companies, it is not a big deal to offer the same level of customer service as your in-house team. Therefore, by partnering with MitraComm, you can ensure that your contact center will help you implement values, principles, vision and mission when providing services to customers.

MitraComm is fully supported by Phintraco Group, an IT solutions provider in Indonesia that has been serving over 200 customers across industries to provide best IT solutions and services and meet all business needs in the digital era. To complete its services to customer across Indonesia, currently MitraComm has 8 contact center locations in the city center of Jakarta, Tangerang, Semarang, Surabaya, and Yogyakarta.


Further information:

Mengapa Perusahaan Perlu Memanfaatkan Business Process Outsourcing?

By |2021-07-25T20:55:51+07:00November 2nd, 2020|Categories: Blog|Tags: , , , |

Saat suatu perusahaan didirikan, pelaku bisnis yang terlibat didalamnya biasanya memilih untuk membangun dan mengelola proses bisnis mereka sendiri secara mandiri. Namun, saat bisnis semakin berkembang, proses bisnis akan semakin rumit dan tidak lagi efektif jika dikerjakan secara mandiri. Jika sudah berada di situasi ini, perusahaan perlu mempertimbangkan untuk bekerjasama dengan penyedia layanan Business Process Outsourcing (BPO).

Pengertian dan Manfaat Business Process Outsourcing untuk Perusahaan

Perusahaan BPO menyediakan berbagai layanan untuk melakukan proses bisnis dari suatu perusahaan tanpa harus menjadi bagian dari perusahaan itu sendiri. Bekerjasama dengan perusahaan BPO dan menggunakan layanannya untuk mengelola area fungsional bisnis tertentu memberikan banyak manfaat dan keuntungan bagi suatu perusahaan. Apa saja keuntungan yang akan didapatkan perusahaan ketika memanfaatkan Business Process Outsourcing? Berikut penjelasannya:

1.      Meningkatkan produktivitas dan efisiensi bisnis secara keseluruhan

Memanfaatkan BPO memungkinkan perusahaan untuk konsentrasi pada aktivitas bisnis utama yang lebih penting untuk meningkatkan nilai bisnis. Dengan mememanfaatkan jasa outsourcing, aktivitas bisnis inti dikerjakan oleh karyawan internal yang kompeten dan aktivitas bisnis non-inti dikelola oleh perusahaan BPO yang lebih ahli dan berpengalaman di bidangnya.

Contohnya, jika perusahaan ingin bekerjasama dengan perusahaan BPO untuk mengelola bagian contact centernya, maka perusahaan bisa fokus pada aktivitas bisnis utama sekaligus memberikan layanan pelanggan yang berkualitas karena perusahaan BPO memiliki kompetensi contact center dengan standar layanan yang mencakup keseluruhan aspek yaitu proses layanan, agent yang berkualitas serta teknologi contact center yang mendukung kepuasan pelanggan.

Kualitas hasil kerja dari BPO juga bisa disesuaikan dengan standart yang diterapkan seperti kepada karyawan internal, yang sesuai dengan nilai, prinsip, visi dan misi perusahaan. Bukan jadi dua hal yang terpisah, namun saling bersinergi untuk menghasilkan proses bisnis yang maksimal serta produktivitas dan efisiensi secara keseluruhan.

2.      Efisiensi biaya

Jika suatu bisnis ingin menerapkan strategi efisiensi biaya, bekerjasama dengan perusahaan BPO profesional adalah salah satu cara untuk mencapainya. Saat perusahaan memutuskan untuk menggunakan jasa outsourcing untuk bagian tertentu yang membutuhkan investasi besar seperti kebutuhan peralatan dan teknologi yang cukup besar nilainya, maka perusahaan menghilangkan kebutuhan investasi akan peralatan dan teknologi tersebut. Perkembangan teknologi juga begitu cepat, dengan memanfaatkan outsourcing, perusahaan bisa mendapatkan keuntungan dengan mendapatkan akses pada teknologi terupdate yang disediakan oleh perusahaan outsourcing, sehingga bisa memenuhi kebutuhan layanan pelanggan yang maksimal.

3.      Meningkatkan kualitas layanan perusahaan di mata pelanggan

Perusahaan BPO profesional selalu fokus dalam pengembangan keahlian untuk suatu proses bisnis tertentu. Jadi, kualitas setiap pekerja yang dimiliki sudah tidak perlu diragukan. Selain menyediakan keahlian di bidang tertentu, perusahaan BPO profesional juga menggunakan teknologi modern agar dapat terus melayani client dengan berbagai persyaratan yang mengikuti tren bisnis masa kini. Memanfaatkan jasa outsourcing dengan penyedia BPO yang tepat membuat perusahaan Anda mendapatkan keuntungan dari segi sumber daya manusia yang ahli di bidangnya, dan juga dari segi kualitas layanan yang diberikan. Proses bisnis yang dikelola oleh perusahaan BPO yang tepat dapat diselesaikan secara cepat dan kompeten dengan penggunaan teknologi mutakhir. Image baik pun akan melekat pada perusahaan Anda di mata pelanggan.

Memilih Perusahaan Business Process Outsourcing yang Tepat untuk Perusahaan

Setelah mengetahui berbagai keuntungan yang akan didapatkan perusahaan ketika memanfaatkan Business Process Outsourcing, lalu bagaimana cara implementasi yang tepat untuk menerapkan layanannya dalam perusahaan Anda?

Untuk mendapatkan semua manfaat yang telah disebutkan, Anda harus terlebih dahulu memastikan bahwa Anda sudah memilih partner BPO yang tepat dan terpercaya. Pelajari rekam jejaknya, latar belakang perusahaan, layanan yang disediakan, penggunaan teknologi, dan yang tidak kalah penting adalah lokasi yang dimiliki.

Anda dapat mempercayakan MitraComm Ekasarana sebagai partner penyedia layanan Business Process Outsourcing yang tepat untuk perusahaan Anda. MitraComm memiliki serangkaian layanan Business Process Outsourcing terlengkap untuk perusahaan, yang diantaranya:

  • Contact Center Outsourcing (Full and Partial Outsourcing)
  • Digital Engagement
  • Transactional Process Outsourcing
  • IT Managed Services
  • Value Added Services

Saat ini, MitraComm telah bekerjasama dengan ratusan perusahaan terkemuka di Indonesia dari berbagai industri. Selain layanan BPO yang lengkap, MitraComm juga menawarkan layanan yang didukung oleh teknologi modern dan terbaik dikelasnya.

MitraComm sepenuhnya didukung oleh Phintraco Group, perusahaan penyedia solusi IT di Indonesia yang sudah melayani lebih dari 200 pelanggan dari berbagai industri dalam memberikan solusi IT terbaik guna memenuhi kebutuhan bisnis di era digital. Untuk menjamin kualitas layanan yang diberikan kepada pelanggan, MitraComm juga telah memiliki 8 lokasi yang berada di pusat kota Jakarta, Tangerang, Semarang, Surabaya dan Yogyakarta.

Hampir semua perusahaan dapat memanfaatkan layanan BPO. Namun, strategi yang diperlukan untuk implementasinya tentu akan berbeda pada setiap perusahaan. Setiap perusahaan perlu merencanakan strategi pemanfaatan layanan BPO sesuai dengan kebutuhan masing-masing.

Segera hubungi kami di untuk mengetahui informasi lebih lanjut mengenai layanan Business Process Outsourcing dari MitraComm, serta konsultasi dengan tim profesional sebelum mengambil langkah tepat guna mengimplementasikan layanan BPO untuk perusahaan Anda.




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