Customer service is the most important thing to consider in a business. One of the customer service strategies is to deliver excellent service to the contact center system. However, handling customers can be a challenge when You don’t have the right team and operational capabilities. Deciding to outsource contact center activities is a smart way to stay focused on other business functions. However, it will only be effective if Your business has the right business partner. If You don’t choose a contact center outsourcing partner carefully, it may negatively impact your business. Choosing the right contact center outsourcing partner is one of the important decisions Your business requires to achieve.

3 Things you need to avoid with Contact Center Outsourcing Partner

Working effectively is a must, but there are other factors to consider when choosing a contact center outsourcing partner. Here are a few things to avoid while looking for a partner to help Your contact center make a more informed selection.

1. High Setup Costs

Setup costs are the usual way for partners to cover some of the starting costs. New software, integrations, and staff training all come at a cost. However, some contact center outsourcing partners use high setup costs to get benefits from clients.

2. Additional Support Costs

The cost issue must have been mutually agreed upon before the company collaborates with the contact center outsourcing partner. A good partner would not charge You extra for things that aren’t included in the agreement. Therefore, companies need to find contact center outsourcing partners transparent in terms of costs.

3. Replacement Agent Training Costs

Contact center agents have a high turnover rate, which is no secret. If the partner firm charges You extra fees to find a replacement agent, You should reevaluate Your partnership. The outsourcing partner should be responsible for having the contact center agent replaced. Similarly, training to improve the quality of contact center agents.

Thus, after knowing a few things to avoid when selecting a contact center outsourcing partner, the next step is to choose the best and most reliable Contact Center Outsourcing partner. Of course, if You engage with the proper company, you will reap the benefits of contact center outsourcing services. MitraCom Ekasarana provides Contact Center Outsourcing as one of its solutions. MitraComm Ekasarana is one of the best Contact Center Outsourcing providers in Indonesia that has 3 business units, including MitraComm Business Process Services (MBPS), engaged in Business Process Outsourcing. The advantage of developing a relationship with MitraComm Ekasarana is that the business You operate can focus on key business areas, increase productivity, develop customer service, increase revenue, and maintain the best quality service for Your business customers. Find how we solved the problem on our youtube channel, Phintraco Group.

More information about the Contact Center Outsourcing can be obtained by contacting us at marketing@phintraco.com

Customers are also increasing in number as the company grows. In having good customer service and can serve all customers, the company can use a contact center solution. The company’s contact center service must be available on various channels to serve customers according to customer preferences. The company must have customer service that matches the increasing number of customers and use up-to-date technology to remain effective. However, how does the company have more time and resources to handle all these needs? Given that the company also needs to provide other services following the focus on its business. Then, how can the company provide good customer service while continuing to innovate the latest services or products for customers? Companies can use contact center outsourcing providers to delegate improved contact center services to customers.

6 Things to Consider when Outsourcing a Contact Center.

Currently, companies can use contact center outsourcing through contact center outsourcing providers. Working with third parties to handle the company’s contact center is one of the biggest steps for the company as it hands over customer service to third parties. The company must have complete faith in the customer service provided by such third parties. You don’t want the company’s investment to go to waste, right? Before deciding to use a contact center outsourcing, make sure Your company has determined the following to ensure that the plan You’ve devised is the right one for Your company.

1. Identifying Company Needs

Before deciding on a suitable partner, You must first determine what the company requires. Making a map of business needs and how the rule of the contact center outsourcing may support these needs is one method to figure out what Your company needs.

2. Find an Appropriate Value Partner

Select a contact center outsourcing partner whose value aligns with the company’s vision and mission. Find a partner who not only matches your company but can also give customer service that surpasses your customers’ expectations.

3. Establishing and Monitoring KPIs

An ever-increasing number of consumers need an ever-increasing level of service. This is carried out to improve customer experience and customer expectations. contact center outsourcing partners can create excellent customer experiences through the aid of modern technology. Therefore, You should look for partners who have the proper technology for establishing and monitoring key performance indicators or KPIs. so that your company can evaluate contact center performance at any moment and enhance the customer experience.

4. Prioritize Transparency

The company must concentrate on its main business. Then, look for a contact center outsourcing partner who is transparent about the data and the actual state of the contact center to the company.

5. Collaborative Partnership

Long-term relationships will be formed between businesses and contact center outsourcing providers. Good communication is required for this. Find partners who can help the firm improve business services.

6. Strong financial foundation

Your company should look for a financially stable outsourcing contact center partner. Payment of employee salaries and fulfilling all corporate demands are not a problem if the contact center outsourcing has strong financials, allowing it to support good operations while offering optimal customer service.

Those are the six things that companies need to consider when outsourcing a contact center. Make sure your contact center outsourcing partner suits the company’s needs and fits these six criteria. MitraComm Ekasarana has 3 business units, one of which provides the contact center outsourcing, that is MitraComm Ekasarana Business Process Services. Phintraco Group’s subsidiaries have provided service to the company in a variety of industries for more than 15 years. MitraComm Ekasarana has the support of Phintraco Group, an IT solution provider in presenting contact center outsourcing. See how we solved the problem about the contact center on our youtube channel “Phintraco Group”.

Contact us at marketing@phintraco.com to find out more information about the contact center outsourcing.

Visit:

http://mbps.mitracomm.com/

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/