Customer experience is the emotions and perceptions experienced by customers, during their interactions with the company. This includes all customer interactions with brands, whether through products, services, direct contact, or interactions through various communication channels.

Customer experience involves all aspects of customer interaction, including before, during, and after using a product or service. This includes the information tracking process, the purchasing process, communications with customer service, the quality of the product or service received, and after-sales support.

It is important to remember that customer experience is not only about the function of the product or service provided but also about the feelings, impressions, and memories that are built into the interaction. A good customer experience can create satisfaction, loyalty, and positive recommendations; while a bad experience can result in disappointment, dissatisfaction, and even lost customers.

Companies that are successful in creating a positive customer experience often focus on an in-depth understanding of customer needs and expectations, personalized service, effective communication, consistent product quality, and ease and satisfaction of customers in interacting with brands.

Managing a good customer experience is becoming increasingly important in an era where customers have broad access to information and an abundance of options. Building strong relationships with customers through exceptional experiences is one of the key factors in achieving long-term business success. Check out some of the following tips to improve the customer experience:

1. Know Your Customer

It is very important to understand your customer deeply. Learn about their preferences, needs, and expectations. Collecting customer data and analyzing their behavior can help you identify preferences and provide a more personalized experience.

2. Effective Communication

Maintaining effective communication with customers is key to enhancing their experience. Responding quickly to customer inquiries, requests, and concerns in a friendly manner will definitely help build good relationships.

3. Service Personalization

Use the data you collect to provide customers with a personalized experience. Learn about their purchase history, and communication preferences, to provide relevant services and customize the product or service offering you provide.

4. Respond to Feedback

Valuing customer feedback is a great way to improve their experience. Listen carefully to comments and suggestions provided by customers and then take concrete steps to address identified problems or deficiencies.

5. Flexibility in Service

Strive to provide flexible and responsive service. Provide options and solutions that enable customers to get the services they need, in a way that suits them.

6. Employee Training

Make sure your employees have the necessary knowledge, skills, and tools, to deliver an exceptional customer experience. Conduct regular training, provide clear guidelines, and encourage employees to be empathetic and provide friendly service.

7. Prioritizing Product and Service Quality

Don't forget the importance of the quality of the products and services you provide. Ensure that your product or service meets or even exceeds customer expectations. Focus on quality and customer satisfaction will definitely build their positive experience.

8. Continuous Innovation

Always looking for new ways to improve customer experience. Explore and innovate in your products, services, and business processes. Pay attention to industry trends, study competitors, and always strive to be the best in providing a customer experience.

9. Continuous Evaluation and Improvement

Conduct regular evaluations of the customer experience and identify areas where improvement is needed. By adopting a continuous improvement cycle, you can continuously hone and improve the customer experience.

10. Provide Additional Value

In addition to the core product or service, provide additional value to the customer. This could be useful informational content, special offers, loyalty programs, or quality after-sales service.

Creating customer satisfaction with your business services and products is one indicator of business success. By paying special attention to the customer experience, you can make them feel comfortable and stay loyal to your business. Therefore, it is very important for companies to be able to build communication and create the best customer experience. Discuss your company's customer experience with PT VADS Indonesia, a trusted Business Process Outsourcing that can help your company to improve your company's customer service experience.

Telemarketing is a marketing method in which companies or individuals contact prospects or customers by telephone, to promote their products or services. The main purpose of telemarketing is to sell products or services, generate new prospects, conduct market research, or gather information from customers.

In telemarketing activities, a telemarketer will call the number registered in the relevant database or contact list. They will introduce the product or service, explain its benefits, and try to convince them to make a purchase or take a certain action.

Telemarketing can be done by companies that sell various types of products or services, such as insurance, credit cards, beauty products, telecommunications services, or media subscriptions. With the development of technology and digital marketing trends in recent years, telemarketing methods have become more widespread, including communication via text messages, email, or social media. The following are some of the important roles of telemarketing in marketing strategies:

1. Increase sales

Telemarketing helps to increase sales by contacting potential customers to buy the products or services offered. Telemarketing can provide detailed product descriptions, answer customer questions, and overcome doubts about buying or using the services offered.

2. Generate Leads

Telemarketing also plays a role in generating new prospects. By contacting relevant contact lists, companies can identify potential customers who are interested in or have a need for a related product or service. Telemarketing can help gather information about potential customers, gauge their interest, and turn them into more targeted prospects for further sales processes.

3. Collection of customer data

Through direct interaction, telemarketing can assist in collecting customer data. Information such as customer preferences, needs, and problems can be recorded and used to improve products or services, as well as develop more targeted marketing strategies in the future.

4. Maintenance of customer relations

Telemarketing can be used to maintain relationships with existing customers. Through regular or follow-up calls, companies can communicate with customers, ensure their satisfaction with products or services, inform them of new offers, or provide better customer service. This helps build customer loyalty and extends the customer lifecycle.

5. Market research

Telemarketing can also be used as a tool for conducting market research. Companies may contact customers or potential customers to gather feedback, identify market trends, understand customer preferences, or test responses to certain marketing campaigns. This information is invaluable in developing more effective marketing strategies in the future.

6. Brand Awareness

Through telemarketing, companies can actively introduce their brand to potential customers who may not be aware of it. By providing precise and interesting information about brands, telemarketing can help build brand awareness and expand market share.

It is important to note that the effectiveness of telemarketing depends on an ethical approach, the use of direct calls, and respect for customer privacy. Bad or disruptive telemarketing practices can hurt a company's reputation and hurt customer relationships. Discuss the implementation of telemarketing as a whole with PT VADS Indonesia, an outbound contact center service provider, one of which is telemarketing which can be integrated through various channels so that it becomes the best solution for your business.

PT VADS Indonesia, a leading Business Process Outsourcing company in Indonesia, has officially certified to ISO 37001:2016 Anti-Bribery Management System certification. The Anti-Bribery Management System is a standard that has requirements and provides guidance for establishing, implementing, maintaining, reviewing, and improving an anti-bribery management system. To get ISO 37001:2016 certification, an audit must be carried out.

PT VADS Indonesia begin the process on October 5, 2022. To get ISO 37001:2016 certification, PT VADS Indonesia must implement three variables starting from the planning, implementation, and evaluation processes. PT VADS Indonesia successfully obtained a certificate in May 2023 after several times audits from TUV Nord Indonesia.

Saravanan Belusami, Chief Executive Officer of PT VADS Indonesia said, "For years PT VADS Indonesia has been actively committed to fighting bribery and corruption. Of course, we are very proud to be certified ISO 37001 on a global level. This is a major asset to retain the trust of our many clients and partners, to gain access to new markets, and to help us reach our targets.

"The ISO 37001:2016 Certification confirms the quality of the system to prevent bribery and corruption, and in line with the principle of "zero tolerance" expressed in PT VADS Indonesia’s Code of Ethics.”, he added.

With the implementation of ISO 37001:2016, PT VADS Indonesia is committed to consistently applying SMAP and 4 NO’s principles, which are No Kickback, no luxury hospitality, no gift, and no bribery.

What is Customer Satisfaction?
Customer satisfaction is the level of satisfaction, happiness, or emotional and functional satisfaction that is felt by customers after using the product or service of a brand or company. This is a subjective evaluation made by customers of the extent to which their expectations are met or even exceeded.

Customer satisfaction involves positive feelings, such as being satisfied, pleased, or fulfilled, which arise when customers feel that the product or service they receive meets their expectations or even exceeds these expectations. This can relate to aspects such as product quality, customer service, buying experience, price, reliability, convenience, or communication with a brand or company.

What Is the Importance of Measuring Customer Satisfaction?
1. Understand Customer Needs and Preferences: Measuring customer satisfaction helps in understanding customer needs, preferences, and expectations of your product or service. This allows companies to identify areas that need to be improved or adjusted to better meet customer expectations.

2. Improve Customer Retention: Measuring customer satisfaction helps in identifying customers who may be at high risk of experiencing churn or switching to competitors. By knowing their concerns or dissatisfaction, companies can take appropriate actions to fix problems and retain existing customers.

3. Increase Customer Loyalty: High customer satisfaction tends to have a positive impact on customer loyalty. By measuring customer satisfaction regularly, companies can identify their most satisfied customers and engage them in loyalty programs or activities that increase their loyalty.

4. Improve Customer Experience: By measuring customer satisfaction, companies can identify areas where the customer experience can be improved. By improving aspects that are important to customers, such as customer service, product quality, or process efficiency, companies can provide a more positive and satisfying customer experience.

5. Reduce New Customer Acquisition Costs: Having satisfied customers can help reduce new customer acquisition costs. Satisfied customers are more likely to maintain a relationship with your brand, make repeat purchases, and recommend the brand to others. This helps in reducing costs associated with marketing and promotional efforts to gain new customers.

6. Improve Brand Reputation: High customer satisfaction contributes to increasing brand reputation. Satisfied customers have a tendency to leave positive reviews, recommend brands to others, and share their experiences via social media or review platforms. This can enhance the overall brand image and reputation.

By regularly measuring customer satisfaction, companies can identify issues that need improvement, take appropriate actions to improve customer experience and build stronger long-term relationships with customers.

How to Measure Customer Satisfaction?
There are several methods that can be used to measure customer satisfaction. Here are some common ways to measure customer satisfaction:

1. Customer Satisfaction Survey:

Uses specially designed surveys to collect data on customer satisfaction. These surveys can take the form of a questionnaire that includes questions about various aspects of a product, service, or customer experience. Surveys can be sent by email, post, or taken online.

2. Customer Interviews:

Conduct face-to-face interviews with customers to get feedback on their satisfaction. This can be done through face-to-face interviews, telephone, or through online interviews.

3. Customer Feedback Analysis:

Conduct analysis on feedback provided by customers through various channels such as email, social media, or review platforms. Identify emerging feedback patterns and draw conclusions about customer satisfaction.

4. Customer Satisfaction Metrics:

Use specific metrics, such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), or Customer Effort Score (CES), to measure customer satisfaction. These metrics are usually obtained through short surveys or single questions that ask customers to provide a rating of their level of satisfaction.

5. Data Analysis and Performance Metrics:

Use internal company data, such as customer retention rates, churn rates, or repeat sales data, to gain insight into customer satisfaction levels. Perform analysis to identify trends and patterns related to customer satisfaction.

6. Repeat Customer Evaluation:

Monitor the repeat purchase rate or retention rate of customers as an indicator of customer satisfaction. If a customer returns and makes repeated purchases, it can indicate a high level of satisfaction.

It is important to choose a measurement method that suits your type of business and customers. Combining several methods can provide a more comprehensive picture of customer satisfaction and assist in identifying areas that need improvement or improvement. PT VADS Indonesia can assist your company in increasing customer satisfaction with the various services we provide such as inbound contact center automation, outbound contact center automation, omnichannel, social media analytics, and other services that can be tailored to your company's needs. Discuss how to increase your company's customer satisfaction with us right now!

What is Customer Loyalty?
Customer loyalty is the tendency or love of customers to continuously choose and buy products or services from a particular brand or company. This is the result of positive experiences, customer satisfaction, and a strong relationship between the customer and the company. Loyal customers tend to stay loyal, repeat purchases, provide positive referrals, and have a high affinity for the brands they choose.

What is the Importance of Customer Loyalty?
Customer loyalty has several significant interests, including:

1. Customer Retention: Customer loyalty helps retain existing customers. Loyal customers tend to stick with brands they like and avoid switching to competitors. This reduces the churn rate (loss of customers) and costs associated with marketing and acquiring new customers.

2. Increase Revenue: Loyal customers tend to make repeat purchases and have a higher lifetime value. They are more likely to buy additional products or services, upgrade, or expand the range of products they buy from that brand. This means more stable income and a higher potential for business growth.

3. Positive Word of Mouth: Loyal customers are often powerful brand advocates. They tend to give positive recommendations to others, such as friends, family, or on social media. These recommendations can increase brand exposure, help attract new customers, and improve overall brand reputation.

4. Marketing Cost Efficiency: Retaining existing customers is more cost-effective than acquiring new customers. Loyal customers require less marketing effort to maintain their relationship with the brand. In addition, loyal customers tend to be less price sensitive and more likely to pay higher prices, which can help reduce intensive marketing and promotion costs.

Overall, customer loyalty plays an important role in building and maintaining business continuity. This provides long-term benefits, such as consistent revenue, business growth, and competitive advantage, and helps brands to stay relevant and successful over a longer period of time.

How to Increase Customer Loyalty?
To increase customer loyalty, there are several strategies that can be implemented:

1. Superior Product or Service Quality:

Make sure the product or service offered is of high quality and satisfies customer needs well. Focus on innovation, renewal, and continuous improvement to provide added value to customers.

2. Excellent Customer Service:

Provide friendly, responsive, and efficient customer service. Train your staff to interact with customers positively, answer questions quickly, and resolve problems well. Good customer service can increase satisfaction and create positive experiences.

3. Effective Communication:

Establish open and clear communication with customers. Listen to their feedback, respond quickly to questions or complaints, and provide relevant information about products or services. Good communication helps build a strong relationship between brands and customers.

4. Loyalty Program:

Create an attractive loyalty program for customers. Provide incentives such as discounts, gifts or exclusive memberships that add value to loyal customers. Loyalty programs can encourage repeat purchases and provide encouragement to keep shopping with your brand.

5. Personalization:

Help customers feel valued and cared for by providing a personalized experience. Use customer data to provide relevant recommendations, offer special offers based on their preferences, and greet them by their name when interacting. Personalization increases the emotional connection with the brand.

6. Reliability and Consistency:

Make sure your brand is reliable in terms of quality, service, and on-time delivery. Keep promises and commitments made to customers. Reliability and consistency create trust which is important for building loyalty.

7. Feedback and Response:

Listen carefully to customer feedback. Provide an easy channel for them to express their opinions, complaints, or suggestions. Respond quickly to feedback and work to fix issues as they arise. Valuing customer feedback and making necessary changes can build trust and strengthen loyalty.

8. Memorable Experience:

Create memorable experiences for customers. Give it a creative touch, such as attractive packaging, a surprise gift, or an unexpected extra service. An extraordinary experience will leave a positive impression and keep customers wanting to stay in touch with your brand.

In addition, continue to monitor and measure the level of customer satisfaction and loyalty, as well as make strategic adjustments if necessary. PT VADS Indonesia can help companies increase customer loyalty both by providing superior customer service, providing personalized communication channels with your customers, listening to feedback and responding quickly to your customers, and providing a memorable experience so that your customers will be loyal to your company. Discuss your company's customer loyalty program with us right now!

The high expectations of consumers for companies, make companies have to innovate to provide a good customer experience. Artificial Intelligence or AI has great potential, especially in contact center innovation by automating routine tasks performed by agents and increasing efficiency. Various industries such as retail, healthcare, banking, and travel have started using this technology.

What is AI Contact Center?
AI or artificial intelligence is a technology that enables machines or computers to perform customer experience tasks that are normally performed by humans. In this context, AI is implemented to improve efficiency, increase productivity and optimize customer support. This is achieved by assisting agents in assisting customers through frequently asked questions and tracking messages, guiding customers through the buying process, making appointments and reservations, and helping direct customer inquiries to the right agents.

Will AI replace contact center agents?
The purpose of the presence of AI technology in the contact center is a complementary part of the contact center and makes it more efficient. AI technology can help customer interaction in a self-service manner, but this technology still cannot replace the level of empathy, emotional intelligence, and initiative possessed by contact center agents. The right way to use this technology is to combine AI technology with contact center agents. Even though AI technology can intelligently automate repetitive and time-consuming tasks, contact center agents are still the best people in providing customer service, especially to high-value potential clients.

What are the functions of the AI Contact Center?
AI not only improves the customer experience but also the experience of employees who become more productive. So agents can simplify their work and can focus on more complex problems. The use of AI contact centers is not only for budget savings and efficiency but also as a tool for generating business income such as marketing and sales, providing customized product recommendations, making purchases, and building conversations that can be tailored to consumer intentions. The following are other contact center AI functions:

1. Improved efficiency

AI can automate routine and repetitive tasks, such as answering common customer questions and performing data processing. This allows contact center agents to focus on more complex, high-value tasks, thereby increasing overall productivity and efficiency.

2. Improved customer experience

Using AI, contact centers can provide faster and more responsive customer support. AI can provide instant solutions to common customer questions via chatbots or self-service systems, reducing waiting times and increasing customer satisfaction.

3. Better personalization

With its analytical capabilities, AI can analyze customer data in real time and provide relevant and personalized information. This allows the contact center to provide an experience tailored to the preferences and individual needs of customers, increasing levels of customer satisfaction and loyalty.

4. Prediction and analysis

AI can analyze historical data and customer behavior patterns to provide good insights for contact centers. With predictive modeling and advanced data analysis, AI can help identify trends, predict customer needs, and optimize customer service strategies.

5. Lower costs

By automating a number of tasks and processes, the use of AI can reduce contact center operational costs. AI can also help optimize resource allocation and reduce human error, which can reduce handling costs and increase overall efficiency.

Overall, the use of AI in contact centers can improve operational performance, increase customer satisfaction, and generate better business benefits. PT VADS Indonesia provides AI contact center services with 24/7 full support to create customer satisfaction and increase customer loyalty. Let's discuss your AI contact center services with us!

Robotic Process Automation (RPA) is a technology that is developing rapidly and will help business growth become more effective and efficient. The impact of RPA on the world is expected to become even more significant as more businesses will adopt RPA technology to automate their business processes.

What is Robotic Process Automation (RPA)?
Robotic Process Automation optimizes workflow, thereby making the business more profitable, efficient, flexible, and responsive so that it is expected to increase employee satisfaction, engagement, and productivity by eliminating repetitive and monotonous work. RPA can be implemented quickly to accelerate the digital transformation of a business.

Why is Robotic Process Automation (RPA) So Impactful to Business?
RPA technology is changing the way the world works. Robots are software that performs repetitive tasks such as entering data into applications and systems, moving files and folders, extracting, copying, filling out forms, completing analyzes, and routine reports. In fact, today's sophisticated robots can perform cognitive processes such as interpreting the text, engaging in chats and conversations, understanding unstructured data, and applying sophisticated machine learning models to make complex decisions.

When the robot is a repetitive and large number of tasks, humans can focus more on better things such as innovating, collaborating, creating new things, and interacting more complexly with customers. Through this, the company gains benefits such as higher productivity, efficiency, and resilience.

What are the Impacts of Robotic Process Automation (RPA) on Your Business?

1. Increase Efficiency and Cost Savings

One of the main advantages of RPA is increased efficiency and cost savings. RPA is capable of automating repetitive and time-consuming tasks, thereby reducing the time and effort required to complete these tasks. So this can increase productivity and efficiency, in other words, the business can save a lot of costs. According to research from Deloitte, RPA can reduce costs by up to 30% in some areas.

2. Improve Accuracy and Quality

RPA can eliminate human error in repetitive work, thereby increasing the accuracy and quality of work. By automating processes, RPA ensures that the same processes are executed consistently and accurately every time. Therefore, this can increase customer satisfaction and trust in the company.

3. Improving Customer Experience

RPA can improve the customer experience by speeding up response times and reducing errors. By automating customer service tasks such as email responses, chatbots, and social media management, RPA can provide customers with faster and more accurate responses. This can increase customer satisfaction, loyalty, and retention.

4. Increase Flexibility and Scalability

RPA can help businesses become more flexible and scalable. This allows businesses to quickly adapt to changing needs, so they can expand or scale down as needed. RPA can also automate tasks across multiple systems, making it easier for businesses to integrate new systems into their existing infrastructure.

5. Increase Security

RPA can help businesses ensure compliance with regulations and standards, by automating tasks related to compliance and information security.

Many sectors and business activities can be automated with RPA, reducing time and costs. Therefore, doing business using RPA is a strategic tool to improve your company's business.
Consult your company's RPA needs with PT VADS Indonesia right now!

In the midst of the rapid development of digital technology, it is only appropriate for a brand to create sales channels in every potential location. What's more, now we can sell products not only through physical stores but also through many other channels that can be utilized in the online realm.

Even so, omnichannel doesn't just talk about how many channels you use to generate product sales. This includes integration, personalization, and the ability to provide potential customers with the best user experience. Curious what are the omnichannel tips so you can get customers? Check out more below!

Definition of omnichannel
In simple terms, omnichannel is a form of integration of several channels at once in one system. Compared to each other's work, omnichannel allows customers to find your business in every potential place.

When they search for your product on a search engine like Google, your business website will appear. When they visit your website, there will be links to other channels such as Instagram, Facebook, and TikTok. Likewise, when they see your business Instagram account profile, there is a link to the website that can be clicked easily. In essence, all the channels that you use are well connected.

With the implementation of omnichannel, users can easily switch to each sales channel that you have. Things like that are related to the meaning of omnichannel.

Omnichannel benefits
The number of businesses that use the omnichannel method is certainly not without reason. Apart from being able to increase sales, this method has proven to be effective in generating a number of benefits for the business you are working on, such as the following.

1. Provide a positive experience for consumers
Through omnichannel, you can properly answer all the needs of potential customers in every potential place. They can find various information to make transactions easily between one channel and another.
This convenience is certainly a positive experience for customers, they can make purchases quickly without the hassle of switching channels. In this way, it will be easier for you to build a loyal customer base.

2. Increase the credibility of the company
Because information about your business or product can be accessed everywhere, people will more easily trust the products you offer. If the company's credibility is already high, it is not difficult to persuade potential customers to buy the products that your business sells.

3. Make work easier
Apart from making it easier for customers, the omnichannel strategy also makes it easier for you as a business owner to monitor sales performance in the same system. That way, you don't need to check each sales channel individually so your operational activities become more efficient.

4 Tips for success using omnichannel
Even though it has a number of beneficial benefits, you won't get it if you don't do it right. For maximum results, see some of the successful omnichannel tips below first.

1. Get to know the consumer

To increase sales, you need to know consumers first. Try analyzing how the demographics of buyers are in each sales channel, or pay attention to what payment methods are most used in each channel, the most purchased product categories, and many more. By understanding consumers, it will be easier for you to adapt marketing campaigns to the needs and behavior of your consumers.

2. Use the right platform

Not all products can be sold in all places. In order for the sales campaign to be carried out more optimally, then do it in potential places. Also, know that each place has its own characteristics of users, so it is important to understand and adapt the strategy to the place you choose.

3. Gather customer feedback

For the purposes of development and market research, it is very important for your business to ask for customer feedback on the experience, and satisfaction, as well as criticism and suggestions in purchasing the products you sell. Don't hesitate to read reviews or even distribute questionnaires to get as much feedback from customers as possible.

4. Optimization of content through personalization

As previously mentioned, each channel has its own characteristics and user demographics. If your business doesn't adapt it, then it will likely be ignored on the platform.
For example, users on TikTok are more interested in entertainment content, users on Instagram prefer visual content, blogs prioritize written content, and many more. Create personalized content for each channel, but don't lose your brand identity.

Now, Those are some omnichannel tips that you need to know. If done correctly, omnichannel will be a good strategy to increase customer satisfaction. If your company needs assistance in managing omnichannel, immediately contact VADS Indonesia, which has more than a decade of experience serving various customer needs. Experienced for more than a decade in serving various customer needs, VADS Indonesia can help you increase sales in a practical way.

Along with the times, technology is increasingly sophisticated in order to facilitate human work widely. The existing technology will always be developed to be on par with the latest innovations. Currently, one of the innovations in the world of technology that is being talked about by many people is robotic process automation (RPA).

Have you ever heard of what robotic process automation is? This technology is the result of a transformation for job automation in various fields. It can be said that RPA is a technology to help humans complete repetitive tasks. To find out more about what RPA is, you can read the review here!

Definition of robotic process automation
As previously mentioned, RPA is a modern technology that can help humans do repetitive or repetitive tasks. That is, robotic process automation is software that is designed in such a way as to be able to imitate human activity for the same task repeatedly. That way, repetitive work can be replaced with the existence of this technology.

The implementation of this technology can also be applied to various industries. This is because industries that apply RPA will be able to automate workflows and backend processes which are mostly time-consuming. Besides being able to perform repetitive tasks quickly, the accuracy of this technology can also minimize human errors.

5 Examples of robotic process automation
There are lots of industries that are helped by RPA, especially if the industry has to do the same job over and over again. Industries that have been helped by the presence of RPA include health, finance, manufacturing, education, and government. To understand the application of robotic process automation in many industries, below are five examples.

1. Administration of Insurance
The insurance industry, which wrestles with thousands of people, is the first example of the use of RPA. Insurance companies will certainly find a lot of important data that needs to be processed for the process of registering forms, insurance claims, to risk mitigation needs.

RPA is able to process data and accurately help humans to speed up the insurance claim process. In fact, research has proven that RPA is 75 percent more efficient than traditional approaches.

2. Help desk
You must be familiar with the term help desk. This term is usually found on brand websites. If there used to be humans working behind the scenes as a help desk, now RPA has helped and even replaced the role of humans. So, customer complaint service can be accelerated due to the presence of robotic process automation.

3. Credit card processing
One of the basic things RPA can do is check important data and documents. This job is needed by the financial industry, especially for credit card processing. This technology can process data and perform validation quickly. So, if you apply for a credit card, everything can be completed through an application handled by RPA.

4. New employee orientation
In the field of human resources, robotic process automation can also play an important role. This technology will help human resource development or HRD employees to automate the onboarding of new workers. Through it, new employees can receive information related to the company and comply with applicable guidelines.

5. Detection of fraud
In the world of finance, fraud is a threat that must be handled properly, especially when it relates to the financial situation of many people. Robotic process automation technology is able to detect fraud. The presence of RPA can assist financial institutions in identifying problem accounts that have the potential to threaten financial sustainability or indicate fraud.

This is an explanation of robotic process automation technology that is proven to help many industries. You can also use technology to make your business easier. If you are interested in implementing this technology, contact PT VADS Indonesia immediately for an easy and precise RPA application process!

Living in an all-digital world makes it inevitable for you to get involved in it, especially if you are a business person. Presence on social media will more or less affect the target market and consumers. However, you don't only need to be present on social media but also do an analysis of your presence. Before knowing tips on tracking social media analytics, see the meaning below first!

What is social media analytics?
Social media analytics is the process of exploring, studying, and analyzing data contained in social media. This is done so that your business knows which things are useful and suitable for you to implement in the future. In addition, you also come to know, how the needs of customers. However, to do so, you will need help to increase the effectiveness of your analysis.

Tips for tracking social media analytics
Analyzing data on social media is not easy. Here are some tips for tracking them more efficiently!

1. Define your goals first
Before doing anything, it would be nice if you set goals first. Without it, you may find it difficult to determine which activities need to be focused and maximized. Therefore, it is very important to hold a goal, whether it's short-term or long-term.

If you are confused about determining the desired goal, you can use the SMART technique (Specific, Measurable, Attainable, Relevant, Time-bound). Here's a brief explanation:

● Specific – Set detailed and specific goals, such as “Gain 100 Twitter followers in one month” or “Achieve 200 likes on Instagram on one content reel”;
● Measurable – Make sure your goals are achievable;
● Attainable – you still have to be realistic. If you wanted millions of views in a week when you created your account yesterday, this goal may be too high;
● Relevant – Setting goals must not only be realistic but also in line with the main objective. Let's say you want to build a good relationship with your customers. That means there are some activities that you have to adapt to those goals;
● Time-bound – Being relaxed is important, but you also need deadlines. If you haven't been able to determine the right time, it's possible that the goals you have set are not attainable.

2. Choose the metrics that are most important to your business
Metrics are data that tell you if your efforts at social media analytics are running smoothly or are about to yield successful results. Let's say you start to notice that some content uploaded in the morning gets different attention compared to the afternoon.

Therefore, you need to know the right time to upload the content you have prepared. To find out, one of the most appropriate metrics is the timing metric. Here you can see, whenever customers respond faster. In fact, you can find out more specific hours and days, so that your content can get maximum engagement.

3. Observe the ups and downs of your social media performance
Apart from using metrics, you should also monitor social media developments, such as how much content is shared, which topics are getting the most engagement, and your achievements so far. Everything must be assessed, whether it is as desired or not. That way, you can find out what needs to be improved and continued.

4. Use the right tools
In general, social media analytics is already available on social media platforms. You just have to see the progress in real-time. However, managing multiple platforms while scheduling content is not easy. You can get overwhelmed, especially if your social media is experiencing a positive upswing.
To prevent setbacks in the midst of development, that's where social media tools really help. You have to choose the right tools according to your needs. Let's say you take care of several social media at the same time. That way, you need tools that can help manage schedules and provide notifications if there are mentions from very important customers.

5. Perform regular evaluations
If the performance of social media is running smoothly, you should not neglect to do regular evaluations. Because social media moves very fast. Current trends can change, requiring you to think of new strategies.
Let's say you use the latest TikTok filter and get high engagement. If it is used repeatedly, you may not get the same results because there is another new filter that your customers are interested in.

Relying on social media is indeed important because it can make it easier for those of you who want to communicate more closely with customers. 
However, it would be better if you use social media analytics as a tool that suits your goals. If you are still confused about doing it yourself, PT VADS Indonesia is a practical solution for your business! Click here if you want to inquire further!

To create a comprehensive service, a company needs to prepare a system from start to finish in order to provide the maximum user experience. One way is to use outbound contact center automation.

No need to build a system from scratch, you can take advantage of outbound contact center automation services from professional service providers, such as PT VADS Indonesia (VADS), for example. Indeed, what services can outbound contact center automation provide?

Definition of outbound contact center automation

Before knowing the services that can be performed by outbound contact center automation, you need to know the definition first. In simple terms, an outbound contact center is an activity of making outgoing calls to customers or potential customers by a company through an agent. As technology develops, this practice can be done automatically, until the term outbound contact center automation appears.

This term is similar to the definition of a call center. The difference is, call centers are outgoing call activities made by telephone, while outbound contact center automation already uses multichannel which can operate all day long. There are at least six services that can be performed, you can see a full explanation in the points below.

6 Services that can be done outbound contact center automation
Along with the development of the times and increasingly fierce business competition, companies require more complex services to serve the various needs of their customers. You can get the following services from outbound contact center automation.

1. Lead generation
The first service is lead generation. Familiar with the term? If not, lead generation can be defined as a process of attracting the attention of potential customers who don't know about your product, so that they become people who are interested in the product or business service you are doing.
It sounds simple, even though there are many complicated processes to do it. Starting from making informative articles, quality videos, interesting content, and much more. Through a professional outbound contact center automation such as VADS, this can be accomplished under one roof without the need to contact several agencies at once.

2. Market research
Another important thing for a company to do is market research. By regularly conducting market research, you will also be more sensitive to changes and demands that customers want.
Actually, there are several market research methods. However, to get more accurate results, direct discussions with your customers can be the right choice. So, so that the discussion process is more efficient and you can get the data you need, outbound contact center automation can be the choice.

3. Debt collection
For those of you whose business has a number of receivables from other parties, using a debt collection service can be an option. Even though his job is to collect debts, this is clearly different from debt collectors whose names seem similar.
Professional debt collection services are able to understand the condition of the debtor, remind payment obligations, and also escalate cases to the realm of law if necessary.

4. Direct selling
Capitalizing on existing potential customer data, outbound contact center automation is able to provide direct selling services through various channels that the company has. Because the targets are clear and carried out by professionals, this marketing strategy is perfect for the business you want to develop.

5. Customer loyalty program
Apart from finding new customers, it is also important to maintain the existing customer base. One of the most effective ways to do this is to create a customer loyalty program. The methods are very diverse, you can give special vouchers, limited product offers, to various other attractive offers so that customers remain loyal to using your products.

6. Customer acquisition
In order for your customer base to get bigger, finding new customers is a must. If you want to be more practical, don't worry, outbound contact center automation has provided everything. All you have to do is communicate and provide clear briefs and targets, then your marketing campaign can run optimally in the hands of professional people.

Now, you already know several types of services that you can get from outbound contact center automation. If used optimally, this activity can result in very rapid growth and an increase in company revenue.
Therefore, make sure you use outbound contact center automation technology, as provided by VADS. VADS services are able to mobilize a trained workforce to provide effective services for companies that can reach their goal. Let's grow your company with VADS!

Among the many available sales channels, until now marketing techniques using direct calls such as outbound contact center automation are still widely used. Because you can connect directly with potential customers on a personal basis, offering products or surveys by calling is a very potent method to increase business income.

For those of you who currently have outbound contact center automation in an ongoing business, maybe you are confused about how to measure the performance of this team. As we know, agents in outbound call centers make many calls every day to achieve various goals that have been set.

In order for your investment to remain profitable and to be able to evaluate it as soon as possible to improve its performance, consider the following KPIs for outbound contact center automation.

Understand what an outbound contact center is

Before studying what KPIs should be used to measure outbound contact center performance, we need to first understand what an outbound contact center is. In simple terms, we can define this term as a division whose job is to make calls to potential customers to achieve a number of goals. Some of the achievements that a contact center agent must achieve are usually in the form of selling, providing customer service, or conducting research.
Not from random numbers, of course, calls to potential customers must be made through the call center. In another type, a contact center agent may be in charge of making calls, receiving calls, or both. In carrying out its work, there are several KPIs that must be met.

5 KPIs for outbound contact centers
KPI outbound contact center is an indicator used by companies to measure their performance. Whereas for a contact center agent, this KPI is usually used to measure the level of productivity, customer satisfaction, and often also sales. In order to know more about the explanation of the various KPIs, please see the full discussion below.

1. Number of calls per agent
As we know, a contact center agent can make a lot of calls during working hours. The number of calls made can be a KPI to measure productivity and its impact on the level of achievement of your business goals.
Typically, the indicators measured include calls while agents are talking to customers and calls that are not answered. Apart from evaluating the agent in question, you can also increase agent productivity by utilizing automatic call services provided by various platforms, such as PT VADS Indonesia (VADS) for example.

2. Average handling time (AHT)
This indicator measures the average time spent by agents on each call with potential buyers. The time measured is when the customer answers the call and continues until the agent or customer ends the call.
There are several cases that can occur with AHT, a contact center agent, both of which are equally good. Sometimes an agent who has a short average time is someone who is capable of effective communication so that he is able to make more calls. The opposite can also happen, it's possible that an agent has a high AHT, but still manages to achieve more targets. That is why contact center agent KPI calculations cannot be done haphazardly without measuring several other metrics.

3. Answer the success rate
When making calls to potential prospects, of course not all of them will be answered. Some calls may be rejected or completely ignored. It doesn't matter how many times an agent's calls are rejected, what matters is the percentage of calls answered by the customer. Typically, this KPI is used by a call center manager to measure how efficiently their agents are working. The data obtained can also be used as material for evaluation and to look back at the location of the problem that must be fixed. This is an important level that can lead to improvements in other call center metrics, such as conversion rate. These metrics can provide call center managers with useful information about the efficiency of their operations.

4. Average hold time
In a number of outbound contact center automation, it is common to use an automated system to receive and make calls. When a customer calls the call center, they are sometimes asked to wait to be connected with an agent. Well, that's the indicator that is measured. The average hold time is the length of time a customer spends waiting to connect with the call center. The smaller the number, the more satisfied the customer will be in using the services you offer.

5. Conversion rates
As important as some of the previously discussed KPIs, the conversion rate is an important metric to measure the performance of contact center agents in influencing potential customers to take action after making a telephone call. Usually in the form of sales, filling out surveys, and so on. The higher the conversion rate of an agent, the better the performance.

So, those are some of the outbound contact center automation KPIs that you need to pay attention to. If done right, outbound contact center automation can make your business a success. To maximize its potential, don't carelessly choose services for outbound contact center automation.

VADS is the best partner choice to produce maximum performance in outbound contact center automation. Experienced for more than a decade, VADS has been trusted by dozens of well-known brands such as LPDP, Tokopedia, Coca-Cola, and many more. Interested in trying? Call VADS right now!