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.

2. 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.

3. 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 marketing@phintraco.com to learn more about Mitracomm Ekasarana Business Process or MBPS Transactional Process Outsourcing.

Visit:

https://mbps.mitracomm.com/

https://www.mitracomm.com/

In recent years, the pandemic has forced the industrial sector to implement new ways of working. The ever-increasing digital transformation brings many new ideas, initiatives, and technology aimed at assisting in overcoming its various challenges. A challenge often encountered across multiple industry sectors is customer service. Customer service is the standard across various industry sectors for building trust and building customer loyalty. Meeting customer expectations is the top goal of every company. A company needs the right strategy to overcome these challenges.

Contact Center Outsourcing, Customer Service Strategy.

The company must take strategic steps to improve customer service so that the company can grow rapidly. The right strategy for improving contact center services is to use contact center outsourcing. Contact center outsourcing requires a team of outside company agents to handle the company’s contact center. Using contact center outsourcing may aid in managing a company’s system, infrastructure, and contact center agent services, allowing the company to focus on other business functions.

6 Things You Need to Find with a Contact Center Outsourcing Partner

Then, how do you know you’ve found the right contact center outsourcing partner? Here are some tips to find a contact center outsourcing partner:

1. High-quality

How can You know whether a contact center is of high quality? A well-organized company has high success rates, effective sales, and low turnover rates. It also demonstrates a pleasant working environment.

2. Experienced

In this industry, experience is important. Managing employees, handling clients, and integrating new technologies requires knowledge and experience in handling a variety of companies because each company and industry has different problems. The more contact center experience, the better the partner handles Your company. They will be ready to adapt and provide insight into every situation they face.

3. Scalability

The company wants a business that continues to grow. The growth of the business will bring in more customers than usual. With an ever-increasing number of consumers, the company needs a contact center outsourcing provider that can expand with them. Ensure that the contact center outsourcing partner You pick can handle Your company’s varied scales so that it can satisfy the company’s demands in proportion to the number of consumers it has.

4. Cost-effective Pricing

Hiring a contact center is an investment. The best contact center outsourcing has fair prices that cover all costs while maintaining high quality. They should provide You with a detailed list of fees with no hidden charges.

5. Advanced Technology

Of course, You don’t want to hire a contact center that still has a phone dial and a computer that runs Windows 95. It would be best to have a contact center that can handle omnichannel support, stay current with technology developments, and integrate with the most up-to-date technologies.

6. Exceptional Customer Experience

Computers with the most up-to-date technology and cost-effective budgets are useless if your customers aren’t treated well. Your outsourcing partner should put customer needs above everything else.

After you’ve learned tips to find a contact center outsourcing partner, the next step is to find a trusted contact center outsourcing provider. MitraComm Ekasarana provides Contact Center Outsourcing as one of its services. Mitracom Ekasarana is a subsidiary of Phintraco Group and has 3 business units. MitraComm Business Process Services (MBPS) is one of the business units that provide Contact centers outsourcing.

More information about the Contact Center Outsourcing can be obtained by contacting us at marketing@phintraco.com.

Customer service is the most important thing to consider in a business. One of the customer service strategies is to deliver excellent service to the contact center system. However, handling customers can be a challenge when You don’t have the right team and operational capabilities. Deciding to outsource contact center activities is a smart way to stay focused on other business functions. However, it will only be effective if Your business has the right business partner. If You don’t choose a contact center outsourcing partner carefully, it may negatively impact your business. Choosing the right contact center outsourcing partner is one of the important decisions Your business requires to achieve.

3 Things you need to avoid with Contact Center Outsourcing Partner

Working effectively is a must, but there are other factors to consider when choosing a contact center outsourcing partner. Here are a few things to avoid while looking for a partner to help Your contact center make a more informed selection.

1. High Setup Costs

Setup costs are the usual way for partners to cover some of the starting costs. New software, integrations, and staff training all come at a cost. However, some contact center outsourcing partners use high setup costs to get benefits from clients.

2. Additional Support Costs

The cost issue must have been mutually agreed upon before the company collaborates with the contact center outsourcing partner. A good partner would not charge You extra for things that aren’t included in the agreement. Therefore, companies need to find contact center outsourcing partners transparent in terms of costs.

3. Replacement Agent Training Costs

Contact center agents have a high turnover rate, which is no secret. If the partner firm charges You extra fees to find a replacement agent, You should reevaluate Your partnership. The outsourcing partner should be responsible for having the contact center agent replaced. Similarly, training to improve the quality of contact center agents.

Thus, after knowing a few things to avoid when selecting a contact center outsourcing partner, the next step is to choose the best and most reliable Contact Center Outsourcing partner. Of course, if You engage with the proper company, you will reap the benefits of contact center outsourcing services. MitraCom Ekasarana provides Contact Center Outsourcing as one of its solutions. MitraComm Ekasarana is one of the best Contact Center Outsourcing providers in Indonesia that has 3 business units, including MitraComm Business Process Services (MBPS), engaged in Business Process Outsourcing. The advantage of developing a relationship with MitraComm Ekasarana is that the business You operate can focus on key business areas, increase productivity, develop customer service, increase revenue, and maintain the best quality service for Your business customers. Find how we solved the problem on our youtube channel, Phintraco Group.

More information about the Contact Center Outsourcing can be obtained by contacting us at marketing@phintraco.com