18 April 2022
Things to Consider when Outsourcing a Contact Center
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.
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.
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.
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.
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.
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.
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.
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18 February 2022
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/
16 February 2022
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.
- 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.
- 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.
- 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.
- 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.
- 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.
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