29 January 2021
The Advantages of Contact Center Outsourcing for Business
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:
28 January 2021
5 Key Strategies for Improving Customer Service
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: https://phintraco.com/manfaat-menggunakan-jasa-contact-center-outsourcing-bagi-perusahaan
Further information:
27 January 2021
3 Things to Keep in Mind before Outsourcing Contact Center
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.
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