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Elevating Customer Satisfaction Through the Contact Center 18 February 2022 Blog

Elevating Customer Satisfaction Through the Contact Center

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/

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Tips to Improve Values in Contact Center 16 February 2022 Blog

Tips to Improve Values in Contact Center

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.

  1. 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.

  1. 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.

  1. 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.

  1. 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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5 Business Activities We Could Outsource to Grow Business

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Strategi Reaktif dan Proaktif Untuk Media Sosial: Strategi Apa yang Harus Diterapkan? 25 June 2021 Blog

Strategi Reaktif dan Proaktif Untuk Media Sosial: Strategi Apa yang Harus Diterapkan?

Menentukan strategi tepat untuk memanfaatkan media sosial sebaik-baiknya bukanlah hal yang sederhana. Banyak faktor yang memengaruhi eksistensi sebuah bisnis di media sosial, contohnya adalah topik konten harus relevan dengan target audiens dan suatu brand harus memberikan respon yang sigap untuk setiap pelanggan yang berinteraksi di platform media sosial tersebut.

Dalam mengelola media sosial, terdapat dua strategi yaitu Reaktif dan Proaktif. Untuk Reaktif, artinya adalah ketika perusahaan bereaksi terhadap situasi dan tren yang terjadi dan melakukan tindakan yang berdampak pada bisnis saat situasi dan tren tersebut telah terjadi. Bentuk penerapannya pada pengelolaan media sosial adalah merespons interaksi pelanggan yang masuk di seluruh platform media sosial dalam waktu sesingkat-singkatnya.

Sedangkan untuk Proaktif, strategi ini berfokus pada antisipasi yang dilakukan perusahaan untuk mengatasi masalah yang mungkin terjadi di masa depan. Perencanaan antisipasi tersebut telah disiapkan dari jauh-jauh hari.

Selain itu, untuk berinteraksi dengan pelanggan, strategi Proaktif tidak menunggu sampai pelanggan menghubungi perusahaan untuk menyampaikan kendala atau keluhannya. Contoh penerapannya pada pengelolaan media sosial adalah menyiapkan perencanaan dan penjadwalan konten media sosial untuk beberapa bulan sebelum konten tersebut dibuat. Strategi ini memungkinkan perusahaan untuk membangun engagement yang lebih tinggi dengan pelanggan, karena konten yang dibuat akan disesuaikan dengan segmentasi dan preferensi masing-masing audiens.

Mana yang lebih baik untuk media sosial, strategi Reaktif atau Proaktif?

Jika melihat arti dan fungsi masing-masing strategi ini, baik Reaktif atau Proaktif sama-sama dibutuhkan untuk mempertahankan loyalitas pelanggan dan mengembangkan bisnis di masa depan. Dengan strategi Reaktif, segala kebutuhan pelanggan yang masuk dalam platform media sosial akan senantiasa dikelola oleh tim terkait. Dengan strategi Proaktif, perusahaan akan jauh lebih siap menanggapi situasi potensial, sehingga dapat mengantisipasi masalah sebelum masalah tersebut dialami oleh pelanggan.

Untuk melihat perbandingan aktivitas strategi Reaktif dan Proaktif untuk media sosial secara lebih rinci, mari kita lihat tabel di bawah ini:


Jadi, dapat disimpulkan bahwa penerapan strategi Reaktif dan Proaktif untuk media sosial merupakan strategi yang sama pentingnya untuk bisnis. Jika hanya menjalankan salah satu strategi, layanan pelanggan yang maksimal sulit untuk dicapai karena kebutuhan pelanggan akan berbeda dan bergerak cepat dari waktu ke waktu.

Bagi sebagian perusahaan, mengelola media sosial mungkin masih terlihat sederhana. Namun untuk mencapai hasil yang maksimal, pengelolaan media sosial membutuhkan kedua strategi Reaktif dan Proaktif, dukungan SDM yang kompeten serta dukungan teknologi yang mengikuti perkembangan zaman.

Untuk solusi pengelolaan media sosial, Anda dapat menyerahkan urusan tersebut kepada partner Business Process Outsourcing (BPO) terpercaya yang menyediakan layanan Digital Engagement. Untuk mendapatkan informasi lebih lanjut tentang layanan Digital Engagement, Anda dapat segera menghubungi kami di marketing@phintraco.com

Referensi:

https://www.termscompared.com/proactive-strategies-vs-reactive-strategies/

https://smallbusiness.chron.com/difference-between-proactive-reactive-business-strategy-62157.html

https://ghidotti.com/proactive-vs-reactive-social-media-plans/

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