7 Important Contact Center Qualifications Your Business Agent Should Have 17 June 2022 Blog

7 Important Contact Center Qualifications Your Business Agent Should Have

In today’s fast-paced era, it is undeniable that contact center services play an important role in improving business services to customers for every company. Contact center agent services can contribute to a company’s brand image because contact center agents serve as the company’s frontline, communicating directly with customers and ensuring their satisfaction. Therefore, contact center agents must meet certain qualifications to interact directly with customers. If the contact center agent lacks this qualification, the business runs the risk of losing customers as a result of poor service. A professional agent must assist customers via phone, email, and live chat via social media services to provide satisfactory service. Here are seven key qualifications your business contact center agent should have:

  1. Excellent Communication Skills

The first qualification a business contact center agent should have is excellent communication skills or the ability to communicate effectively with the interlocutor. The daily task list of contact center agents includes contacting customers via phone or text message. Although they did not meet in person, a contact center agent must be able to communicate effectively. The objective is for customers to comprehend what the business contact center agent is conveying to resolve customer problems. In addition to being important for communication, tone and intonation in speaking are also important. Therefore, it is the responsibility of the contact center agent to make customers feel at ease when lodging complaints and receiving resolutions.

  1. Knowledge of the Products/Services Offered

The following qualification is an in-depth understanding of the business’s products and services. A company’s contact center agents must be able to provide information about the products and services offered by the company. It must be conveyed clearly for customers to comprehend the product or service-related information. In addition, the contact center agent’s tasks must be adaptable to the customer’s needs. Therefore, knowledge and comprehension of a specific product or service are one of the qualifications contact center agents should have.

  1. Having Patience

A contact center agent must be able to be patience when communicating with customers who may exhibit poor behavior. To leave a lasting impression on customers, contact center agents must always be cordial and patient when addressing their problems. The customer will feel more valued if the contact center agent is able to provide problem-related information and solutions in a friendly and patient manner. This demonstrates that the contact center agent comprehends and cares about the customer’s problems.

  1. Having a High Degree of Empathy

Empathy is one of the qualifications that contact center agents should have. This is beneficial so that contact center agents can comprehend the difficulties faced by customers and provide optimum solutions. Knowing that their issues are understood can make customers feel more at ease during the call/chat, resolving customer problems simpler.

  1. Problem-solving Skills

A contact center agent’s following qualification is the ability to resolve problems. For example, when a customer complains, a contact center agent must provide an appropriate and prompt resolution. In addition, contact center agents must be able to provide customers and businesses with the optimal solution. Customers who perceive that they have been assisted are more likely to be satisfied and return to the business for additional purchases or uses of its services.

  1. Great Listeners

A contact center agent must be able to listen attentively when customers describe their difficulties. Active listening ensures that no crucial information is lost during communication. The inability to listen effectively will create a negative impression of business service. Customers will feel irritated if the contact center agent asks them to repeat their words.

  1. Multitasking

A contact center agent must work in an organized manner and multitask while paying close attention to customers’ needs. A contact center agent should be able to listen to customers’ needs and quickly record their inquiries or complaints. At the same time, contact center agents must be able to locate the necessary data and convey it to customers effectively.

These are some of the qualifications a contact center agent for a business should have. Keep in mind that quality contact center services can enhance the image of a business and improve business processes. Finding a qualified Contact Center Agent can be difficult. These qualifications can be obtained through training provided by an experienced team that teaches skills to contact center agents. Mitracom Ekasarana is a subsidiary of Phintraco Group, which owns three separate business units. MitraComm Business Process Services is one of the business units that provide the top contact center agents (MBPS). Your business’s customer service will be enhanced by qualified and experienced contact center agents who offer the best solutions.

Contact us at for more information.



Continue Reading  
Difference between Inbound Call and Outbound Call 15 June 2022 Blog

Difference between Inbound Call and Outbound Call

In this digital era, being a customer is a pleasure, as the internet provides customers with various options for determining what they prefer. It also implies that competition in the business world is more intense than ever, as customers have more options to purchase products and services. Therefore, customer service is one of the essential components of a successful business. The customer satisfaction experience will increase their trust and loyalty to the business. Therefore, businesses need to understand the appropriate customer service strategies, including the use of inbound and outbound call services.

Inbound Call Service

Inbound calls are a type of customer service in which customers call the contact center to inquire about products or services, resolve issues, or lodge complaints. Each inbound call has a different number of calls, depending on the customer’s call. Inbound calls always provide solutions and assist customers with payment and booking activities. Inbound calls can also increase a business’s sales through interactions with customers.

Outbound Call Service

Outbound calls are a type of call service a company provides to its customers to achieve certain business objectives. Outbound calls aim to promote sales and acquire new customers, thereby enhancing customer service and business sales. Outbound calls are more proactive than inbound calls, as the marketing department handles customer service for outbound calls. Typically, these calls aim to follow up on service issues or inform customers of new products or policy changes.

Inbound Call vs Outbound Call

The definitions of the two distinct customer services result in differences between them. Beginning with the customer service process, the functions of the two services are described. The type of call can determine the difference between inbound and outbound customer service calls.

Inbound call services receive various types of incoming calls, which typically fall into the two categories described below:

  1. Customer Service

This service is provided when a client calls with a question, a problem, or to manage their account.

  1. Incoming Sales

Not infrequently, potential customers who call contact center agents are inquiring about products and services. If this occurs, the call is classified as “incoming sales,” and the contact center agent may seize the opportunity.

Meanwhile, outbound call services concentrate more on sales and outgoing calls. These calls typically fall into one of the two categories below:

  1. Cold Call: This call involves contacting potential customers who have never interacted with a business agent. This first interaction can end well but can end badly. It relies on the constancy of a business contact center agent to offer products and services.
  2. Warm Call: This follow-up call received a positive response previously. Warm call refers to contacting leads who have expressed interest in the business’s products or services. Because customers are already anticipating calls, these calls are typically well-received; consequently, the outcome has a greater likelihood.

That is the difference between inbound and outbound customer service calls. By understanding the differences between the two, your company can provide the appropriate customer service to contribute to your company’s success. MitraComm Ekasarana, a subsidiary of Phintraco Group with three business units, is available to enhance customer communication services. In addition, MitraComm Business Process Services (MBPS) offers Outbound Call service solutions as part of the Transactional Process Outsourcing service, which helps businesses create new customer opportunities that can increase sales of business products or services.

Contact us at for more detailed information about outbound call services solutions.


Visit for more information:

Continue Reading  
Outbound Call Services Explanation and 3 Top Strategies 13 June 2022 Blog

Outbound Call Services Explanation and 3 Top Strategies

A business, regardless of size, must have customer service to serve its customers. In large enterprises, customer services are also referred to as contact centers because they serve as the hub of customer communication via all available channels. The maximum utilization of contact centers will result in a high sales potential. In addition, companies can use outbound call services to increase sales by reaching consumers. What exactly are outbound call services? Let’s discuss it in more detail.

Outbound Call Services

Generally, contact centers are used to handle incoming calls from the customer to the waiting agents. Outbound Call Services is a call service from contact center agents to customers on behalf of a business or company. Outbound calls generally focus on sales, lead generation, and telemarketing with potential customers. Existing customers can also be contacted via outbound calls for update services, database updates, credit billing, market research, or to request service feedback to improve service.

3 Top Outbound Call Service Strategies

From the customer’s perspective, outbound call services can sometimes be annoying. Even though outbound call services can be one of the best channels for quickly and precisely acquiring customers. Here are the top three strategies for ensuring that outbound call services run smoothly and benefit the company:

  1. Predictive dialing

This call system automatically dials outgoing calls, so the agent is only on the line when someone answers. These predictive calls will efficiently save time for agents. In addition, this technology allows contact centers to make a large number of outgoing calls in a short period of time.

  1. Speaking without a script

Potential customers are frequently irritated by unlisted phone numbers on their mobile devices. Therefore, contact center representatives must initiate phone conversations with intelligence to counteract this negative viewpoint. Allow your contact center agent to personalize the call so that customers are not irritated by this outbound call.

  1. One agent handles outbound and inbound

Agents in contact centers are renowned for their stressful work environments. In order to be able to handle this, it may be necessary to assign a contact center agent who can make both inbound and outbound calls, depending on the call volume. In addition, your contact center agent will be able to swap linguistic styles and reduce stress when interacting with various customers.

Utilize these strategies to create a successful outbound call strategy. You can also collaborate with MitraComm Ekasarana Business Process to Transactional Process Outsourcing and implement the most effective Outbound Call Services. Mitracomm Ekasarana Business Process (MBPS) is one of Mitracomm Ekasarana‘s business units. Mitracomm Ekasarana is a subsidiary of Phintraco Group. MBPS has served businesses for over 15 years, providing the best outsourcing contact center for businesses in various industries.


Contact us at to learn more about Mitracomm Ekasarana Business Process or MBPS Transactional Process Outsourcing.




Continue Reading