Indonesia - Contact Center Services

Contact Center

What is Contact Center

The "Contact Center" is the next generation of call center. Contact centers are multi-access and multi-service. They cover a wide range of channels including telephone, internet, letters, e-mail, etc., thereby going considerably beyond the traditional single function, telephone-based call center. In addition, the contact center serves as single point of contact for various types of customer interaction: sales, marketing, product support, information distribution, and any other service the customer may need.

Call Center as Critical Touch Point

In today's highly competitive marketplace, contact center is becoming a critical touch point between you and your customers. Here some facts about customer experience using contact center.

85% : of customers said that having more than one negative customer service experiences would drive them to switch providers.
80% : of customers said customer representatives have a significant or major influence their opinion of a company.
75% : of customers said that they would tell negative experience to friends & family.

Outsourcing

What is Outsourcing

Outsourcing involves transferring or sharing management control of a business function to an outside supplier. It is a specialized service which involves coordination and trust between outsourcer and its client to improve quality of service, productivity, and increase shareholder value.

Benefit Outsourcing

Many organizations today are making the decision to outsource. Through outsourcing, companies today have the ability to develop competitive strategies that will leverage their financial positions in the ever competitive global marketplace. Based on international survey, the top 3 benefits of outsourcing are:

75%, Customers said that they achieved their outsourcing objective: Focus on Core Business. (35% had focused on core business as an objective).
75%, Customers said that they achieved their main outsourcing objective: Reduce Cost. (67% had could reduce costs as an objective).
65%, Customers said that they achieved their outsourcing objective: Improve Process. (48% had improved processes as an objective).

Why Infomedia

The Market Leader

Currently, Infomedia Contact Center is the largest provider of high quality customer contact center service. We are managing the largest number of clients, the largest number of agents, and the largest seat capacity. Our contact center operations are sited at big cities in Indonesia: Medan, Jakarta, Bandung, Semarang, Surabaya, Makassar, Balikpapan, and Denpasar.
Our key differentiators are our strong background in managing contact center, delivering service to broad range of industry sector, having the most comprehensive product and service, and fully supported by the biggest telecommunication player in Indonesia.
Provided with the proven technologies, business processes, facilities, and people development, we firmly believe that our contact center service is the right partner for your company to win the market in hypercompetitive era.

Track Record

Infomedia Contact Center has more than 11 years of experiences in operation contact center for national and multinational company with diverse industries such as banking, manufacturing, fast moving consumer goods, telecommunication, airline, petroleum, fast food, and IT.

As their business partner, we go along with our clients to present the best customer experience. Many of our clients deliver the highest customer satisfaction service in its industry and earn many prestigious call center awards both National and Asia Pacific Level.