Services
04th September 2010
   
MitraComm is now concentrating in providing services such as :


SMS BANKING
MitraComm as a Content Provider, we have a complete solution for BANK Mobile SMS Banking such as:
  • Notification
    - SMS Product Update / Information
    - SMS System Alert
    - SMS Deposit Due Date Alert
    - SMS Incoming transfer
    - SMS Loan Due Date Alert
    - SMS Credit Card Due Date Alert
    - etc
  • Product Information
    - Inquiry product type
    - Inquiry product specification
    - Inquiry product rate
    - etc
  • Balance Inquiry
    - Balance inquiry for the predefine account.
  • Funds Transfer
    - Transfer funds from one to another predefine account within one
    CIF and also to another CIF in BANK.
  • Bill Payment
    - Pay predefine bill like: Telkom bill, PLN bill, Tax bill, etc .
  • Change PIN
    - Change PIN is the facilities for customer to change there
    transaction PIN.
  • Etc
    - BANK can define more features and facilities in the future.
Switching Provider Solution
MitraComm has a complete solution as Switching Provider such as:
  • SMS Top Up : e-Reload via SMS
  • Delivery Channel e-Reload :
    e-Reload via Delivery Channels that available in Bank like ATM, Phone Banking, Internet Banking, Mobile Banking etc
  • Payment Gateway :
    e-Payment via Bank’s Delivery Channels
And Benefit of using MitraComm solution is:
  • Low cost of Investment
  • Single cost of Connection
  • Simple Settlement and Reconciliation
  • Any update on Mobile technology Bank will up-to-dated too
  • Any update of m-commerce Bank will up-to-date too
Contact Center Outsourcing
Many companies have already realized that developing a call center is very important to maintain and develop the relationship with their customers. There are some reasons why your company should outsource your call center rather than develop it by yourself.

By outsourcing your call center, you reduce cost and inefficiency. You don’t need to make substantial investment for expensive and modern call center equipment. You also save your time and efforts for recruiting and managing the call center personnel because it is not a simple work. All of these motivate ever-increasing numbers of companies to outsource their call center. Let us develop and operate your call center so that you can focus on your primary business. We have a strong commitment to share our abilities in order to give the best call center services.

We provide all services usually required by a call center, such as:
Inbound
  • Customer service with job description as below:
    • InquiriesData maintenanceProblem Solving
    • Complain Handling, etc

  • Help Desk
    • Log Incoming ProblemProblem ResolutionSolving Problem
    • Complain Handling, etc

  • Information Center
    • Data InquiriesProducts Inquiries
    • And all information needs

  • Reservation
    • Ticketing
    • Hotel

  • Order Processing
    • Delivery order for: Meal, goods, etc
Outbound
  • Telemarketing (lead generation, prospect qualification and sales generation)
  • Collection and billing follow up (late payment)
  • Appointment management (sales calls, executive meetings)
  • Customer service problems closing confirmation

    • - Advanced innovative solutions
  • Interactive Voice Response (IVR) system (24 hours automated information and transaction service by using phone, fax, and the Internet)
  • Fax and email management service
  • SMS Service
  • Web based services
    • o Web chat
    o Web collaboration (web pages displaying real-time guidance)
    o Web call back (immediate or scheduled)

    - Special arrangement
    • Overflow call handling
    • Disaster recovery services
    • Database quality improvement programs (data cleaning)
    • Customer satisfaction on-line surveys
    • Short term marketing campaign and market analysis


    Human Resources Outsourcing
    We can provide professional agents for:
    • Call Center Agents : Inbound & Outbound
    • Direct Sales Agents
    • Sales Promotion Agents
    • Receptionist
    • Operators
    • Collection Agents, etc

    To support successfully of your company we do recruitment by:
    Ideal Contact Center Profile selection. We will collect the professional agents by the right profiling selection by certain position. Profiling is most important to place the right people in the right place

    The Right Selection contact center agents methods All candidates have to pass the tight selection as :
  • Meet basic profiling needed
  • Basic Computer knowledge
  • Basic English Written & Spoken Test
  • Psychology Test
  • Voice Test ( if needed to ensure has professional voice & words)
  • Interview Test by MitraComm Human Resources staff
  • Interview Test by MitraComm Human Resources Manager
  • Interview Test by user in Supervisor Level & Manager Level
  • Medical Check up test

    • To motivate our agents we also have:
    Competitive and effective compensation as:
  • Competitive basic salary
  • Quality, Shift and sales allowance
  • Transport & Meal, etc

    • Motivational Program
  • Regularly Reward Performance for contact center agents & supervisors
  • Gathering Program ( special events )
  • Outing, etc

    • Good work environment
  • Good Seating arrangement with brand new furniture
  • Provide Secondary Human needs as: Library with internet services, Entertainment Room, Relaxing Room, etc
  • Respect with Human Pride & emotions by providing: Private Coaching Room, Counseling Officer, etc
  • Life Supporter as: Good location, Pantry, Rest Room, Prayer Room, etc

    • Training Center
    A contact center runs successfully if it is operated and managed by qualified
    people. In order to improve the call center personnel, we conduct contact center
    trainings with the following subjects:

    Training & Re-training for Contact Center Agents:
  • Basic Telephone Skills Training
  • Basic Selling Skill for Telephone Communication
  • Service Excellent Skill
  • Creating Customer Value
  • Handling Complaint, etc

    • Training & Retraining for Contact Center Supervisors:
  • Coaching for Result
  • Motivational Training
  • Facilitating Team Development
  • Delighting Customers thru Sales, etc
    • We also conduct information technology trainings, such as:
  • Linux technology (SuSE, RedHat, Mandrake)
  • Microsoft technology focused on infrastructure and system security

    • We will share our knowledge and experiences with you. In the training class, you
    can also bring your own case/problem to discuss with us.
    Training Facilities:
  • Training Room with PC for 16 participants
  • Regular Training Room for 27 participants
  • Library with Internet services
  • Professional & Experienced Trainers


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