10 March 2021
5 Business Activities We Could Outsource to Grow Business
Many organizations tend to avoid outsourcing to handle their some business activities, because they think it requires huge cost. In fact, it is actually not true. They fail to calculate the value of opportunities lost because they invested too much time into tasks that can be best left to others. Having a business process outsourcing company as a business partner will help you more focus on more important matters, then it will make open new opportunities to increase revenue significantly.
In outsourcing services, there are some business activities we could outsource to a business process outsourcing company, it is commonly known as transactional process outsourcing. Did you know which business activities we could outsource to a business process outsourcing company?
1. Walk In Customer Service
One of business activities we could outsource to a business process outsourcing company is Walk In Customer Service. Walk In Customer Service is a front line staff that plays an important role in representing company’s image for customers. Therefore, you need to have high skilled and competent staff to manage this business activity. If you are partnering with a business process outsourcing company to manage Walk In Customer Service position within your organization, you do not need to think about their trainings needs and any other related requirements to fulfill the right fit to this position. A business process outsourcing company will dedicate their time to develop their employees’ skills in order to meet all criteria needed by clients.
2. Data Entry
Organized data is the key to accelerate your business growth. However, as a growing organization, you might find it challenging to keep a track of your data on a daily basis. Data Entry is a repetitive and will be time consuming task if it is not managed by professionals. Therefore, outsourcing Data Entry activities to a business process outsourcing company will be the right decision for every company.
3. Loyalty Management
In today’s digital era, business is becoming more competitive. Organizations need to find the right way to provide inovative services and maintain long lasting relationship with customers. Then, one of the right way to meet those goals is establishing Loyalty Management. In managing Loyalty Management activity, organizations need to concern about the extent to which you should approach, delight, and attract customers. By outsourcing this business activities to a business process outsourcing company, organizations will be able to take a comprehensive approach to prevent valued customers from reaching out to competitors.
4. Direct Sales
At a time when agility and scalability are essential, outsourcing Direct Sales task to a business process outsourcing company is a proven way for organizations to quickly and effectively drive revenue. Direct Sales outsourcing enables organizations to take advantage of untapped opportunities by leveraging skilled resources.
5. Outbound Call
Outbound Call is a proactive activity handled by call or contact center teams to contact customers through phone calls and achieve certain business goals.
If an organization want to establish and manage in-house Outbound Call Center, they will face many challenges that will impact the productivity of their core businesses. It can also stretch human resources, as it requires hiring skilled and competent labor and implements expensive and complex equipments.
To overcome those challenges, an organization could outsource their Outbound Call activities to a business process outsourcing company. Outbound Call outsourcing services consist of Telecollection, Telemarketing, Telesales, Welcome Call, Data Cleansing, Telesurvey, and more. You can find more about outbound call services by clicking this link: (link)
To conclude, those are 5 business activities we could outsource to grow business. 5 mentioned business activities above are available in services offered by MitraComm Ekasarana. MitraComm Ekasarana is a business process outsourcing company that was established in 2007. At present, as a business process outsourcing company in Indonesia, MitraComm is supported by more than 150 experts and 8,000 NP staff, with a capacity of more than 4,000 seats.
MitraComm is fully supported by Phintraco Group, an IT solution provider company in Indonesia that has served more than 200 customers across industries in providing the best IT solutions to meet business needs in today’s digital era. To ensure the quality of services provided to customers, MitraComm has 8 locations across the city center of Jakarta, Tangerang, Semarang, Surabaya and Yogyakarta.
Do not hesitate to contact us at marketing@phintraco.com to know further information about all MitraComm’s business process outsourcing services and to consult with out professional teams before taking the right steps for having a business process outsourcing company as your business partner.
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29 January 2021
The Advantages of Contact Center Outsourcing for Business
In today’s digital era, contact center plays important role in a business. The quality of contact center is becoming increasingly important to affect customer’s trust on a product or brand. Therefore, contact center outsourcing has been becoming a growing trend in the world of business for many years. Why is that so?
Before we get into the specifics of the advantages of contact center outsourcing, let us first know how critical the role of contact center to the overall success of a business.
According to research from Temkin Group, 65% of customers say that a positive customer service experience is more influential than great advertising.
Another research from American Express reveals that 69% of customers say they will spend more with a company that provides good customer service.
Based on those facts and statistics, we can conclude that having good customer service quality is a must for every company across industries.
The importance of providing good customer service quality makes contact center outsourcing become a growing trend in business literature. Then, do you want to know the advantages of contact center outsourcing? Here are what you need to know about the advantages of contact center outsourcing:
1. Competent employees
The first advantages of having contact center outsourcing partner is every outsourcing provider dedicate their efforts, time, and their resources toward improving employees or agent skills to implement customer service’s best practice and keeping up with industry standards.
A company can rely on contact center outsourcing services to have competent employees and specific expertise in customer service, allowing them to focus on what their business does best.
2. Cost and time savings
Another advantages of contact center outsourcing is helping companies to save their time and cost. When companies choose to outsource their contact center, it means that they have reduced their cost and time spending for certain processes like recruiting, onboarding and training new employees or agents, dealing with high rates of employee turnover, also eliminate cost for building contact center infrastructure such as office space and modern technology implementation to support customer service.
3. Besides providing better services to customers, contact center outsourcing also help companies to get new business opportunities
A contact center outsourcing provider will provide transparency into all customer interactions, and capture them with modern technology support to help a company realize more value from captured interactions that are useful for the future of their business strategy.
4. Contact center outsourcing handle the complex technology operation, so you do not have to
The last but not least, the advantages of contact center outsourcing is helping companies reduce complexity in operating modern technology.
The presence of modern technology for contact center operations is now more complex than before, making the management of contact center operations even more complicated if it is handled by parties who are not competent in customer service. A company can solve those challenges if they work together with a contact center outsourcing provider that is supported by a series of modern technologies that always keep up with customer needs and trends.
By reading this article, you have got information about the advantages of contact center outsourcing. Contact center outsourcing comes in all shapes and sizes, and different levels of service quality.
Before choosing contact center outsourcing provider, it will be much better if you prepare important points such as defining clear targets, understanding company’s culture, and picking the right partner. You can find out what you need to know about the things to keep in mind before outsourcing your contact center by clicking this link.
Are you now in the process of choosing the right partner for outsourcing your contact center? We provide recommendation for you, watch this “MitraComm Customer Success Story” video to find out the answer. Click this link.
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28 January 2021
5 Key Strategies for Improving Customer Service
To survive and thrive under a competitive and crowded business environment, a company must attract more customers to increase sales and implement the right strategies for improving customer service. Why is it a must? Because no matter how good your product is, if customers are not satisfied with the services, they will pay closer attention to the bad customer service experience.
In this article, we will dive deep into the key strategies for improving customer service that you can implement to grow your business. Here are the points.
1. Respond promptly to your customers’ inquiries
If a customer service agent can give prompt responses to all customers’ inquiries, indeed it will create a business with more satisfied customers. To implement this strategy, you need to train your agents’ skills regularly and supported by adequate systems to help agents work promptly.
2. Make customer feedback part of your strategies
Customer feedback is the most important aspect to evaluate your service level. By knowing what we need to improve, then you can adjust your customer service strategy that can be implemented by the customer service agents.
It is important to know that customer feedback is not only about customer complaints submitted through email, chat, SMS, or other modern platforms. Every interaction between agents and customers is a hidden, yet valuable feedback.
Therefore, you need to have call recording systems to help you monitor all interactions between agents and customers, and turn those interactions into valuable insights to decide the right business strategies and decisions in the future.
3. Complete your service with omnichannel support
Today’s all activities closely depend on modern technologies. Everything becomes digital, and all customer have now switched to use digital platform to find their needs. Therefore, for improving customer service, you need to complete your service with omnichannel support. Omnichannel is a cross-channel content strategy that companies use to improve their customer experience and drive better relationships across points of channel. To get more information about omnichannel support, find the information here. (link)
4. Offer 24/7 customer support
This is an important strategy for you if you have a large customer base. If a company offers 24/7 customer support, customers will find it easier to contact you any time. To implement this strategy, you need to hire multiple customer reps and have a dedicated customer support team that works in shifts to handle all customer inquiries.
5. Stay competitive and improve customer service by outsourcing your contact center
If you are able to implement those 4 strategies successfully, then having excellent customer service is not just a dream. However, the question is “does every company has time and opportunity to specifically build strategies and the right teams to improve customer service?”
Creating a successful business with excellent customer service is not a simple task. It requires good planning and consistent implementation. Therefore, you need to choose and work together with contact center outsourcing provider, so that the goal of improving customer service can be realized.
Working together with contact center outsourcing provider allows companies to improve customer service, while focusing on other strategic tasks to grow their business. Outsource your weaknesses, so you can focus on your business strengths.
To know further information about the benefits of using contact center outsourcing services, please click this article: https://phintraco.com/manfaat-menggunakan-jasa-contact-center-outsourcing-bagi-perusahaan
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