Kemajuan teknologi telah mempengaruhi berbagai industri termasuk juga pada layanan contact center mereka. Saat ini, contact center mengandalkan berbagai dukungan teknologi untuk memenuhi permintaan pelanggan yang terus meningkat. Saat ini, agen contact center dapat memperluas cakupan dukungan, menciptakan pengalaman pelanggan di seluruh platform seperti email, pesan text, media sosial, dan e-commerce. Manajemen contact center yang sukses tidak dapat dipisahkan dari peranan teknologi. Lalu sebenarnya teknologi apa saja yang harus atau penting untuk dimiliki oleh sebuah layanan contact center?

Teknologi Contact Center

Tentu saja jawabannya tergantung pada kebutuhan perusahaan. Tergantung pada apa tujuannya, channel apa saja yang digunakan, serta lokasi dari contact center tersebut. Management contact center bisa saja hanya sederhana secara operational namun bisa juga jadi kompleks dan secara teknis sangat canggih. Ada banyak teknologi, sistem, tools, dan aplikasi canggih yang bisa diadaptasikan pada contact center. Tantangannya yaitu memilih teknologi yang tepat, mengimplementasikan dengan benar, lalu memaksimalkannya. Berikut adalah beberapa teknologi yang wajib di implementasikan pada contact center perusahaan saat ini:

1.      Unified communication

Teknologi unified communication akan memudahkan agen contact center untuk menghubungkan pakar dari subjek masalah yang mungkin berada di tempat lain dengan pelanggan secara cepat saat diperlukan. Kemudahan lainnya adalah kemampuan untuk berkomunikasi dengan sesama karyawan melalui pesan teks, audio, video, dan menghadapi pelanggan atau proyek penting hanya dengan satu klik.

2.      Omnichannel

Pelanggan saat ini menuntut untuk bisa berkomunikasi dengan agen contact center yang dapat di personalisasikan melalui banyak channel. Pada saat seperti inilah omnichannel communication sangat berguna untuk memenuhi kebutuhan pelanggan perusahaan. Teknologi ini dapat mempertemukan pelanggan dengan standar penyampaian layanan yang mereka inginkan. Memungkinkan untuk memusatkan serta mengoptimalkan interaksi antara pelanggan dengan agen contact center.

3.      Workforce management

Workforce management digunakan untuk meramalkan jumlah panggilan atau jenis interaksi lain seperti e-mail dan chat. Teknologi ini bisa membantu manager contact center dalam mengatur berapa jumlah agen yang optimal supaya bisa memenuhi kebutuhan perusahaan, dengan turut memperhitungkan waktu istirahat, training, rencana liburan, cuti, ataupun sakinya agen contact center perusahaan. Intinya, workforce management dapat digunakan untuk menentukan jumlah agen yang harus dipekerjakan secara otomatis agar bisa menangani semua pelanggan yang ada.

4.      Analytic Tools

Analytic tools yang dapat digunakan untuk meningkatkan kinerja agen contact center  adalah speech analytics dan text analytics. Meningkatkan layanan panggilan pada contact center dapat dilakukan dengan cara menganalisis panggilan telefon menggunakan speech analytics. Speech analytics merupakan proses mendengarkan interaksi pelanggan untuk menganalisis dan menarik insight yang mungkin hilang atau terlewatkan dalam analisis manual.

Sedangkan, text analytics mengumpulkan insight dari informasi yang tidak terstruktur dalam dokumen berbasis teks dan interaksi di berbagai channel digital. Membuat agen contact center mampu menganalisis, membuat laporan, dan melakukan keputusan untuk setiap interaksi dari suara maupun teks.

Sebagai bagian dari upaya mendukung layanan pelanggan, saat ini hampir semua industri memiliki layanan contact center tersendiri. Implementasi teknologi pada contact center memungkinkan agen contact center perusahaan untuk mengambil informasi, memasukkan data, dan menyelesaikan tugas rumit lainnya dengan cara yang efisien, secara signifikan meningkatkan produktivitas dan efisiensi perusahaan. Dengan begitu, perusahaan dapat mengoptimalkan proses contact center mereka sambil meningkatkan operasi bisnis dan meningkatkan pengalaman pelanggan. Phintraco Technology merupakan perusahaan penyedia IT Infrastruktur. Anak perusahaan Phintraco Group ini melayani berbagai macam solusi teknologi untuk contact center, di antarannya adalah keempat solusi teknologi diatas.

Hubungi kami di marketing@phintraco.com untuk mendapatkan lebih banyak informasi mengenai teknologi yang wajib diimplementasikan pada contact center perusahaan.

In recent years, the pandemic has forced the industrial sector to implement new ways of working. The ever-increasing digital transformation brings many new ideas, initiatives, and technology aimed at assisting in overcoming its various challenges. A challenge often encountered across multiple industry sectors is customer service. Customer service is the standard across various industry sectors for building trust and building customer loyalty. Meeting customer expectations is the top goal of every company. A company needs the right strategy to overcome these challenges.

Contact Center Outsourcing, Customer Service Strategy.

The company must take strategic steps to improve customer service so that the company can grow rapidly. The right strategy for improving contact center services is to use contact center outsourcing. Contact center outsourcing requires a team of outside company agents to handle the company’s contact center. Using contact center outsourcing may aid in managing a company’s system, infrastructure, and contact center agent services, allowing the company to focus on other business functions.

6 Things You Need to Find with a Contact Center Outsourcing Partner

Then, how do you know you’ve found the right contact center outsourcing partner? Here are some tips to find a contact center outsourcing partner:

1. High-quality

How can You know whether a contact center is of high quality? A well-organized company has high success rates, effective sales, and low turnover rates. It also demonstrates a pleasant working environment.

2. Experienced

In this industry, experience is important. Managing employees, handling clients, and integrating new technologies requires knowledge and experience in handling a variety of companies because each company and industry has different problems. The more contact center experience, the better the partner handles Your company. They will be ready to adapt and provide insight into every situation they face.

3. Scalability

The company wants a business that continues to grow. The growth of the business will bring in more customers than usual. With an ever-increasing number of consumers, the company needs a contact center outsourcing provider that can expand with them. Ensure that the contact center outsourcing partner You pick can handle Your company’s varied scales so that it can satisfy the company’s demands in proportion to the number of consumers it has.

4. Cost-effective Pricing

Hiring a contact center is an investment. The best contact center outsourcing has fair prices that cover all costs while maintaining high quality. They should provide You with a detailed list of fees with no hidden charges.

5. Advanced Technology

Of course, You don’t want to hire a contact center that still has a phone dial and a computer that runs Windows 95. It would be best to have a contact center that can handle omnichannel support, stay current with technology developments, and integrate with the most up-to-date technologies.

6. Exceptional Customer Experience

Computers with the most up-to-date technology and cost-effective budgets are useless if your customers aren’t treated well. Your outsourcing partner should put customer needs above everything else.

After you’ve learned tips to find a contact center outsourcing partner, the next step is to find a trusted contact center outsourcing provider. MitraComm Ekasarana provides Contact Center Outsourcing as one of its services. Mitracom Ekasarana is a subsidiary of Phintraco Group and has 3 business units. MitraComm Business Process Services (MBPS) is one of the business units that provide Contact centers outsourcing.

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

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