01 December 2022
Improving Bank Contact Center Service Quality
The quality of bank contact centers has a significant impact on customer satisfaction. Every aspect of the banking industry is being altered gradually by the accelerating digital transformation. As a result, banks must produce innovative solutions to ensure that customers receive the best possible service.
The Importance of Contact Center in Banking Services
The customer’s experience with the contact center affects their overall satisfaction with the used banking services. The reason for this is that contact centers are the most common channel utilized by customers in critical situations such as:
- Report a lost or stolen card
- Unauthorized transactions
- Making a complaint
Implementing Chatbots and Virtual Assistants
In essence, a contact center is a customer service center. It requires a large number of agents to address the diverse needs and complaints of customers. Banks may use chat boxes and digital assistants to answer simple inquiries. This makes it easier for agents to serve customers with the appropriate strategy, enhancing agent performance.
Utilizing Artificial Intelligence
Managing all customer interactions across multiple channels at the same is one of the greatest obstacles banks faces. Real-time management of many customer requests or complaints can be accomplished with minimal complexity using artificial intelligence. In addition, artificial intelligence can collect basic information, making it easier for customer service agents to handle each case.
Using Contact Center Outsourcing
To provide a genuine contact center experience, banks must train their customer service representatives to understand better and resolve their customers’ problems. Outsourcing the contact center enables the bank to hire customer service specialists with prior experience. The company that provides the outsourced contact center devotes sufficient effort, time, and resources to enhance the agent’s ability to provide optimal customer service.
Optimize Bank Contact Center Performance with MitraComm
MitraComm Ekasarana offers the best information technology solutions for contact center operations. Powered by the Phintraco Group, our solutions enhance the contact center’s scalability, efficiency, and flexibility.
Visit https://mbps.mitracomm.com/ to learn more about the various solutions offered by MitraComm. You can also contact us via marketing@phintraco.com.
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30 July 2022
MitraComm Ekasarana Received Medals at the Contact Center World Award Asia Pacific 2022 Event
Phintraco Group’s subsidiary MitraComm Ekasarana is engaged in providing services. MitraComm Ekasarana Business Process Services (MBPS) is one of its business units that excel in contact center outsourcing. Due to its strategic contact center locations, MBPS has partnered with various companies in various industries to provide contact center solutions.
From the 25th to the 29th of July, Mitracomm Ekasarana participated in the Contact Center World event and won awards in several categories, including:
Corporate Categories
- Best Partnership Mitracomm Ekasarana & BCA, GOLD 1st Winner
Individual Categories
- Best Customer Experience Champion, GOLD 1st Winner
- Best Workforce Management, GOLD 1st Winner
- Best Operational Manager, SILVER 2nd Winner
- Best Quality Assurance, SILVER 2nd Winner
- Best Analyst, SILVER 2nd Winner
- Best Sales Professional, SILVER 2nd Winner
This event took place at The Laguna Resort Nusa Dua Hotel in Bali. Contact Center World is a global association of customer engagement and contact center best practices. The association is a forum where professionals worldwide can share and obtain best practices regarding customer experience and contact centers. This year marks the 17th annual Global Top Ranking Performers Awards – Best Practice Awards. Association members in Asia Pacific contest approximately 49 awards.
This year, the award for Best Outsourcing Partnership went to MitraComm Ekasarana. This award was won due to approximately 14 years of collaboration with BCA (Bank Central Asia). MitraComm provides more than just contact center agents for BCA. MitraComm Ekasarana can provide BCA with the necessary hardware, software, and contact center infrastructure. This award is tangible evidence that MitraComm Ekasarana has met all BCA requirements to offer the best customer experience.
For approximately 14 years in collaboration with BCA, MitraComm Ekasarana hopes to continue contributing to contact center services and improving the quality of Halo BCA, BCA’s customer service. MBPS has 24/7 IT support services and a team of licensed experts. MitraComm Ekasarana, through MBPS, is always ready to present contact center solutions and other services to improve the quality of contact centers according to customer needs in all industries.
Email marketing@phintraco.com to learn more about MitraComm Ekasarana’s contact center services.
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Related Article:
MitraComm Ekasarana Receives Multiple Awards at the Contact Center World Event
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MitraComm Ekasarana Meraih Medali di Acara Contact Center World Award Asia Pacific 2022
30 July 2022
MitraComm Ekasarana Receives Multiple Awards at the Contact Center World Event
Phintraco Group’s subsidiary MitraComm Ekasarana is engaged in the provision of services. MitraComm Ekasarana’s business unit, MitraComm Ekasarana Business Process Services (MBPS), specializes in contact center outsourcing. MBPS has worked closely with both private and government-owned companies to provide the best call center services.
MitraComm Ekasarana won multiple awards from Contact Center World, a global association for contact center and customer engagement best practices, on July 29, 2022. In addition, as a result of the partnership between BCA and Tokopedia, MitraComm Ekasarana also received multiple awards.
The awards that MitraComm and BCA have received are as follows
- Best Outsourcing Partnership,
- Best Contact Center WFM,
- Best Contact Center Operational Manager,
- Best Contact Center Quality Auditor,
- Best Analyst, and
- Best Contact Center Sales Professional.
The MitraComm Ekasarana awards with Tokopedia are:
- Best Customer Service Manager
- Best Customer Service Professional
- Best Contact Center Supervisor, and
- Best Contact Center Support Professional-Workforce Planning.
These awards are tangible evidence that MitraComm Ekasarana is the best provider of contact center services. As a result, MitraComm Ekasarana can meet its customers’ contact center personnel, hardware, software, and infrastructure requirements. MitraComm Ekasarana and BCA have worked together for approximately 11 years. Together with MitraComm Ekasarana, the collaboration with Tokopedia has been ongoing for 5 years. Ketahui lebih lengkap mengenai bagaimana MitraComm Ekasarana memenuhi tantangan dari BCA pada video di Youtube channel kami “Phintraco Group” atau dengan klik link berikut https://youtu.be/WeB9dSi1610 .
With these awards, MitraComm Ekasarana hopes to continue contributing to delivering the best contact center services based on the company’s requirements. MBPS offers outsourcing services for contact centers, transactional business processing, and other services. Companies will receive 24/7 IT support and security services. The expert team at MBPS is licensed, and the infrastructure will be supported in its entirety by other Phintraco Group subsidiaries. MitraComm Ekasarana’s reliability in providing contact center services via MBPS is beyond reproach. MitraComm Ekasarana is always prepared to meet the contact center service requirements of companies from a variety of industries.
Contact us at marketing@phintraco.com for more details about contact center services provided by MitraComm Ekasarana Business Process Services, a business unit of MitraComm Ekasarana.
Visit:
Full Information:
Related Article:
MitraComm Ekasarana Received Medals at the Contact Center World Award Asia Pacific 2022 Event
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MitraComm Ekasarana Raih Beberapa Penghargaan dalam Ajang Contact Center World
