Anak perusahaan Phintraco Group yang bergerak di bidang Services, Mitracomm Ekasarana kembali meraih prestasi yang luar biasa. MitraComm Ekasarana berhasil meraih penghargaan Gold 1^st Winner dalam kategori Best Outsourcing Partnership pada ajang bergengsi Contact Center World Award Asia Pacific 2023 yang diselenggarakan di Bali, Indonesia 24 hingga 28 Juli 2023.

Penghargaan ini mencerminkan dedikasi dan inovasi luar biasa MitraComm Ekasarana dalam meningkatkan pengalaman pelanggan Bank Central Asia (BCA), salah satu bank terkemuka di Indonesia. MitraComm Ekasarana melalui unit bisnisnya, MitraComm Business Process Services (MBPS), telah konsisten memberikan layanan unggul, inovatif, dan sesuai dengan kebutuhan dan standar kualitas BCA, mengikuti perkembangan teknologi terkini.

Selama lebih dari satu dekade, MitraComm Ekasarana telah menjalin kerjasama yang erat dengan BCA dan secara konsisten memberikan kontribusi yang berarti dalam menghadirkan layanan contact center terbaik. Keberhasilan ini tidak terlepas dari kualitas pelayanan yang terus ditingkatkan guna memenuhi kebutuhan pelanggan BCA dengan lebih baik.

MitraComm Business Process Services (MBPS) telah membuktikan kualitasnya sebagai penyedia layanan Contact Center Outsourcing yang unggul dengan menawarkan layanan Full Managed Service. Tidak hanya menyediakan agen contact center yang berpengalaman dan kompeten, MitraComm Ekasarana juga menyediakan hardware, software, dan infrastruktur contact center. Melalui dedikasi penuh dalam memberikan layanan pelanggan terbaik, MBPS telah berhasil mengoptimalkan mutu contact center sesuai dengan kebutuhan para klien, tak terbatas pada berbagai jenis industri dengan menyediakan layanan 24/7 IT support yang didukung oleh tim ahli berlisensi dengan pengalaman dan kompetensi yang tinggi. MitraComm Ekasarana memahami bahwa setiap industri memiliki tantangan dan kebutuhan yang berbeda, oleh karena itu MitraComm selalu siap untuk memberikan pendekatan yang disesuaikan dan inovatif.

Contact Center World Award Asia Pacific 2023 menjadi panggung prestisius bagi perusahaan-perusahaan terbaik di industri teknologi informasi dan komunikasi untuk memamerkan keunggulan dan prestasi mereka. Melalui keberhasilan ini, MitraComm Ekasarana mampu menjadi contact center terbaik sebagai pelopor di industri contact center dan pengakuan atas komitmen tinggi dalam menjalin kemitraan yang sukses dengan klien mereka.

Tidak hanya tahun ini, prestasi ini menandai kesuksesan berkelanjutan MitraComm Ekasarana dalam kategori Best Outsourcing Partnership. Pada tahun sebelumnya, MitraComm Ekasarana juga berhasil meraih penghargaan yang sama, membuktikan komitmen dan kesungguhan mereka dalam memberikan layanan terbaik kepada mitra bisnis mereka.

Keberhasilan MitraComm Ekasarana meraih penghargaan Best Outsourcing Partnership ini menjadi penguat semangat MitraComm Ekasarana untuk terus berinovasi dan memberikan layanan terbaik dalam menghadirkan pengalaman pelanggan yang tak terlupakan. MitraComm Ekasarana berkomitmen untuk terus menjalin kemitraan yang kokoh dengan para mitra bisnisnya dan memberikan kontribusi positif bagi pertumbuhan industri Contact Center di Asia.

Tertarik untuk mengetahui lebih lanjut? Hubungi email marketing@phintraco.com untuk memperoleh informasi lebih lanjut mengenai layanan Contact Center Outsourcing.

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

Agents in contact centers play a crucial role in ensuring that customers receive the necessary information, reducing their anxiety about problems, and supporting the businesses they represent. Agents now require the proper resources and support systems to access relevant information that facilitates their work.

Daily Contact Center Agent

Every day, agents strive to ensure customer satisfaction. Not only are agents hired to handle phone calls, but also emails, chats, and text messages. Agents are at the forefront of companies that deal with customer anxieties and sometimes require complex problem-solving strategies. They must manage high customer expectations, fierce competition, and rapid multichannel interactions.

Technology Reduces Contact Center Agents’ Workload

The continuous advancement of digital transformation enables contact centers to provide customer service in new directions. Artificial intelligence technology allows agents to obtain the fundamental information required to resolve customer issues. The presence of an omnichannel solution can also facilitate agents’ identification of potential customer issues across multiple channels simultaneously.

Contact Center Digital Transformation Steps

Discuss with the Contact Center Agent

Discuss plans for digital transformation with agents. Explain how technology is used to reduce workloads rather than replace them. As with initiatives in general, some employees may resist change.

Selecting the Ideal Partner

Select a dependable and ideal partner to obtain all of the benefits of digital transformation. Ensure that partners have relevant services and track records in the world of contact centers

Testing Contact Center Quality

Test the outcomes of technology implementation with one or two contact center teams when assigning agents to the test team, including employees who oppose the initiative. This will increase confidence in all parties’ initiatives.

MitraComm Supports Digital Transformation in Contact Center

MitraComm Ekasarana fully supports the use of technology that can reduce the workload of agents daily. Our solutions can provide contact center operations with convenience, efficiency, and flexibility.

To learn more about MitraComm’s various solutions, please visit https://mbps.mitracomm.com/. If you have any further questions, email us at marketing@phintraco.com.

Related article: Tips to Avoid Choosing a Wrong Contact Center Outsourcing Partner

Baca juga: Transisi Serba Digital, Ini Kegunaan Materai Elektronik atau e-Meterai