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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One way for customers to find out more information about a company or product is by reaching the contact center. Since contact center agents become the leading representatives of a company, they must properly convey the company’s value to customers. Therefore, contact center agents need to have qualified skills to represent the company’s value properly.

Contact Center Is You, The Company

The location of the contact center and the main company itself is usually different, and most customers do not know this. Therefore, the contact center must be able to represent the company maximally by upholding the company’s values, so that customer expectations are met. As the front line, the contact center must always strive to maintain the company’s brand image and provide the best quality services to meet customer and target audience expectations.

Add Value to Your Contact Center

Business competition is getting more challenging as time goes by. Thus, many companies started to allocate more funds to improve customer experience. However, following the existing trend and satisfying the customers is not enough. Your company must have something superior compared to other competitors. To achieve customer experience according to customer expectations, one thing that can be improved is to have value-added services in your contact center system.

3 Ways to Add Value to the Contact Center

Value is more intangible. Even though it is not visible, it still can impact someone. Since contact center agents only meet customers virtually, such as through call centers or social media, the contact center must be rich in values and special skills to make customers comfortable and loyal to the company. There are several ways to add value to the contact center, including:

1. Motivational training program
2. A soft skills training program
3. E-learning for skills development

You can apply the training program described above to your company if you work with MitraComm Ekasarana, a subsidiary of Phintraco Group. Those programs are available in MitraComm Ekasarana Business Process (MBPS), a business unit engaged in business process services. Besides, MBPS also provides contact center outsourcing services, value-added services, digital engagement, omnichannel solutions, and others.

Contact us at marketing@phintraco.com to find out more about the services provided by MitraComm Ekasarana Business Process or MBPS.

Reference:

http://www.mitracomm.com/

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Setiap perusahaan memiliki sistem contact center yang berbeda-beda. Beberapa perusahaan memiliki contact center yang mampu merekam percakapan ketika terjadinya interaksi dengan pelanggan. Perusahaan lain menghadirkan contact center yang mampu melihat media apa saja yang sudah dilakukan pelanggan ketika menghubungi contact center dengan solusi omnichannel. Contact center menjadi suatu nilai penentu dalam bersaing menyediakan layanan pelanggan terbaik. Lalu bagaimana perusahaan dapat menjadi lebih unggul dari kompetitor melalui contact center? Mari kita bahas.

Hadirkan Penggunaan Tools Analytics Yang Maksimal Pada Contact Center

Contact center merupakan suatu layanan dari perusahaan untuk dapat terhubung dengan pelanggan secara langsung. Mempertahankan dan meningkatkan pengalaman pelanggan menjadi perhatian utama saat ini. Contact center dapat dilengkapi dengan berbagai tools analytic untuk meningkatkan pengalaman pelanggan dan lebih unggul dari kompetitor. Tools analytics mampu mengubah interaksi menjadi data yang dapat melihat perilaku, tren obrolan, dan permintaan konsumen menjadi salah satu strategi yang tepat untuk diterapkan perusahaan agar dapat memenangkan persaingan.

Tools Analytics Mengubah Data Menjadi Strategi

Alat analisis pada contact center menghasilkan suatu data yang dapat berguna bagi contact center di masa yang akan datang. Hadirnya data menjadi suatu sumber penting untuk perusahaan untuk meningkatkan layanan yang dihadirkan. Berikut adalah manfaat tools analytics untuk contact center:

1. Memaksimalkan data

Contact center melakukan banyak interaksi dengan pelanggan setiap harinya. Bayangkan bahwa jutaan interaksi tersebut diubah menjadi suatu data yang dapat Anda gunakan untuk meningkatkan layanan pada contact center. Anda akan mengetahui trend panggilan masuk setiap bulannya dan dapat menentukan strategi yang tepat untuk jangka panjangnya.

2. Pengambilan keputusan yang cepat

Jika trend panggilan pada contact center dapat Anda ketahui dengan cepat, perusahaan Anda akan dengan mudah mengidentifikasi akar permasalahan, melakukan perubahan, dan memperbaiki permasalahan yang ada dengan cepat.

3. Meningkatkan employee experience

Bukan rahasia umum bahwa tingkat turnover pada contact center tinggi mencapai 30%-40%, karena menghadapi pelanggan tidak semudah yang kita bayangkan. Menggunakan data pada contact center mampu meningkatkan employee experience sehingga agen contact center terus mengetahui cara terbaik untuk melakukan interaksi dengan pelanggan. Skill yang dimiliki agen contact center pun akan meningkat seiring berkembangnya value perusahaan yang dihadirkan untuk pelanggan.

Perusahaan Anda dapat menghadirkan data dengan cara menghadirkan analytic tools untuk contact center dengan mengimplementasikan speech analytic dan text analytic pada sistem contact center yang sudah ada. Speech analytic dan text analytic mampu mengubah interaksi pelanggan menjadi data. Sehingga perusahaan Anda dapat meningkatkan customer experience dan lebih unggul dari kompetitor. Perusahaan Anda dapat bekerja sama dengan Phintraco Technology, anak perusahaan Phintraco Group dengan menghadirkan tools analytics seperti speech analtyics dan text analytics pada contact center perusahaan Anda. Phintraco Technology merupakan perusahaan yang bergerak di bidang IT Infrastructure and services. Salah satu layanan yang dihadirkan Phintraco Technology yaitu speech analytic dan text analytic untuk contact center.

Hubungi kami di marketing@phintraco.com untuk mengetahui informasi lebih lengkap mengenai solusi-solusi teknologi yang dapat meningkatka kinerja contact center perusahaan Anda.

Referensi:

https://myworkchoice.com/blog/whats-causing-turnover-in-your-call-center/?utm_source=google.com

https://connect.verint.com/b/customer-engagement/posts/connecting-customer-experience-and-customer-service-data-the-key-to-winning-in-today-s-competitive-landscape