Tren contact center di tahun 2023 akan berfokus pada efisiensi biaya yang dikeluarkan sekaligus meningkatkan pengalaman pelanggan lebih baik. Perusahaan mulai mengkombinasikan model contact center tradisional dengan teknologi dalam rangka mencapai hal tersebut. Melalui inovasi teknologi, perusahaan memastikan stabilitas operasional jangka panjang di tengah tingginya kebutuhan pelanggan terhadap contact center.

Apa Saja Tren Contact Center di Tahun 2023?

Ekspektasi Terhadap Contact Center Telah Berubah

Perkembangan teknologi di seluruh channel digital membuat pelanggan memiliki banyak ekspektasi yang diinginkan dari contact center. Pelanggan tidak hanya menginginkan contact center menjangkau mereka pada channel paling sering digunakan tetapi juga mengharapkan respon cepat, interaksi yang dipersonalisasi, konsistensi, dan akses contact center kapanpun mereka membutuhkan.

Tren Contact Center di Tahun 2023

Distribusi Operasional

Transformasi digital mengalami peningkatan yang begitu signifikan selama pandemi. Peningkatan tersebut menyebabkan contact center menghadapi permasalahan kekurangan agent, operasional, dan tingginya permintaan dari pelanggan yang harus direspon. Menanggapi fenomena ini, banyak perusahaan mendistribusikan operasional dan infrastruktur di berbagai lokasi supaya mengurangi beban kerja pada operasional terpusat.

Digitalisasi Menjadi Prioritas

Teknologi digital seputar otomatisasi, machine learning, messaging, dan sistem berbasis cloud telah menjadi suatu kebutuhan yang harus dipenuhi perusahaan. Perusahaan yang sering berinteraksi dengan pelanggan menyadari pentingnya kemampuan bisnis menyediakan solusi permasalahan konsumen dalam waktu singkat. Teknologi contact center yang mampu menganalisa sentimen pelanggan dan memberikan saran secara real-time memungkinkan agent memberikan respon cepat tanpa menghilangkan aspek empati.

Implementasi Teknologi Self-service

Implementasi teknologi self-service memberikan perusahaan kapasitas pelayanan lebih banyak dengan unit kerja yang sama. Perluasan kapasitas ini menyediakan informasi yang relevan bagi pelanggan tanpa harus memaksa semua orang masuk di channel sama untuk berinteraksi langsung bersama agent.

Membuat Metode Baru Dalam Melatih Agent

Melatih agent contact center adalah bagian penting dari memberikan customer experience yang optimal. Perusahaan dituntut untuk memikirkan kembali metode pelatihan yang tepat pada masa dimana agent mungkin bekerja secara remote ataupun di lokasi kantor langsung.

Penuhi Ekspektasi Konsumen Bersama Mitracomm Ekasarana

Perusahaan dapat memenuhi berbagai tren contact center bersama dengan MitraComm Ekasarana,   salah satu anak perusahaan Phintraco Group yang telah melayani bisnis di berbagai sektor industri selama lebih dari 15 tahun. Pengalaman ini memungkinkan solusi contact outsourcing kami mampu mengidentifikasi keinginan dan hal yang diperhatikan pelanggan sekarang sehingga membantu bisnis anda dalam memberikan pengalaman pelanggan secara optimal.

Untuk informasi lebih lanjut seputar contact center, hubungi kami melalui email marketing@phintraco.com.

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MitraComm Ekasarana was once again honored at the Contact Center World event. This time in the context of the world or its designation, the World Rankings 2022 are in focus. This subsidiary of Phintraco Group, engaged in services through one of its business units, MitraComm Ekasarana Business Process Services (MBPS), demonstrates its superiority in contact center outsourcing by participating in the Contact Center World: World Rankings 2022 event.

From November 28 to December 2, 2022, MitraComm Ekasarana, BCA, and Tokopedia participated in the Contact Center World: World Rankings 2022, held at the Westin Dragonara Hotel Malta. Contact Center World is a global association for best practices in contact centers and customer engagement. The association is a forum where professionals worldwide can share and obtain best practices for customer experience in the contact center industry. Contact Center World: World Rankings 2022 is the 18th international awards event. Members of international associations compete for approximately 49 awards, which are separated into two categories: Company Awards and Individual Awards.

This year, MitraComm Ekasarana received several awards in collaboration with BCA, one of MitraComm Ekasarana’s partners with whom it has worked for approximately 14 years. MitraComm Ekasarana won 3 gold medals and 1 silver medal with the following specifications:

Corporate Category BCA & Mitracomm Ekasarana

1. Best Outsourcing Partnership – Gold Winner
2. Best Retention Team – Gold Winner

Individual Category

1. Best Workforce Management – Gold Winner – Sauma Adam
2. Best Customer Experience Champion – Silver Winner – Dameria Gultom

One of MitraComm Ekasarana’s awards, the Best Outsourcing Partnership Award with BCA, is tangible evidence that the partnership has provided the best customer service for approximately 14 years. MitraComm Ekasarana can provide contact center agents for BCA and contact center requirements such as hardware, software, and infrastructure.

MitraComm Ekasarana also received an award with one of its e-Commerce industry partners, Tokopedia, particularly in individual categories. The specifics are as follows:

1. Best Service Professionals – Gold Winner – Fadil Mahetza
2. Best Customer Management – Gold Winner – Kharisma Hilmi
3. Best Supervisors – Gold Winner – Respati Lintang
4. Best Workforce Planning – Gold Winner – Kukuh Wahyu

MitraComm Ekasarana hopes to continue contributing to contact center services and to make Halo BCA and Tokopedia Care, BCA customer service, and Tokopedia customer service the best in the industry. MBPS provides 24/7 IT support and has a licensed team of experts. MitraComm Ekasarana Business Process (MBPS), one of MitraComm Ekasarana’s business units, is always ready to present contact center solutions and other services to improve the quality of your contact center in all industries.

Email marketing@phintraco.com for more information about MitraComm Ekasarana’s contact center services, or visit www.mitracomm.com and https://mbps.mitracomm.com/.

Related article: MitraComm Ekasarana Received Medals at the Contact Center World Award Asia Pacific 2022 Event

Baca juga: MitraComm Ekasarana Raih Award dalam Ajang Contact Center World: World Rankings 2022

Enterprise customer service continues to expand to meet customer needs to the greatest extent possible. Customers are experiencing the desired change in expectations due to this development. By having a comprehensive understanding of the company’s strategic priorities, it will be able to anticipate all changes and obstacles. Here are some of the most important future investments that enterprise customer service can make.

Increasing Service Quality

Improving proactive information delivery quality is essential for a satisfying customer experience. To accomplish this, companies must maintain current information, have a single source of reference information, and guide customers.

Improving Operational Excellence

To reduce physical contact when purchasing their needs, most customers today use their smartphones to research a brand and make purchases online. This necessitates that companies provide seamless and quick experiences that meet or exceed customer expectations. Businesses are supported by self-service technology solutions such as Interactive Voice Response. Self-service technology employs a method of interaction that necessitates consideration and empathy to provide the appropriate service based on the individual customer’s needs.

Utilizing Technology for Enterprise Customer Service

The pandemic has made it more difficult for companies to determine whether they are focusing on the right future priorities. To combat uncertainty, the budget should be concentrated on technology. Utilize automation technology and cloud-based systems to produce effective, dependable, and high-quality contact center operations.

MitraComm Contributes to the Development of Enterprise Customer Service

MitraComm Ekasarana is aware of the company’s developments and challenges in the contact center industry. MitraComm has collaborated with numerous businesses across various industries as a provider of contact center solutions to bring the best personnel, hardware, software, and infrastructure to bear on service delivery.

Omni-channel customer services, one of the solutions we provide, can centralize, streamline, and consistently connect all customer interactions. The omnichannel solution incorporates all customer interactions across multiple channels, including social media, email, chat widgets, SMS, Line, and Telegram.

Contact us at marketing@phintraco.com for additional information regarding the contact center.

Related article: A Brief Explanation of IT Managed Service

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