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

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

Baca juga: Yuk Intip Tata Cara Beli dan Menggunakan E-Meterai!