INSIGHT
Gain more insight about creating value for people and business
through experiences.
INSIGHT FROM KPSG
Gain more insight about creating value for people and business
through experiences.
KPSG’s Role in Building a Digital BPO Ecosystem for Contact Center and CX Management
As technology continues to dominate the business landscape, the way companies serve their customers is evolving. Today’s customers expect service that is fast, consistent, and relevant. To meet these expectations, organizations require operational systems that are more flexible and efficient. This is where Business Process Outsourcing (BPO) plays a critical …
Faster, Measurable Outbound Communication with Robocall from KPSG
When a company needs to reach a large number of customers quickly, whether to send payment reminders, announce promotions, or deliver important updates, outbound communication plays a critical role. However, managing this process manually often consumes significant time and resources. This is why many organizations are now turning to robocall …
Why Your Live Chat Needs Chatbot Support to Stay Responsive During Peak Hours
Live chat has become one of the primary customer service channels in today’s digital-first business environment. Compared to email or phone support, it offers faster, more convenient real-time interactions. However, when chat volumes spike, particularly during peak business hours, many companies struggle to maintain quick and consistent responses. To address …
The Critical Role of Responsive Live Chat in Strengthening a Company’s Omnichannel Service Strategy
In today’s increasingly competitive business environment, the way companies interact with customers has become a decisive factor in determining market leaders. One of the most crucial elements in this interaction is the speed of response. Live chat emerges as a strategic solution that complements other channels such as email and …
WABA: Automate and Personalize Customer Service Through WhatsApp
WABA, or WhatsApp Business API, has emerged as a leading communication channel for companies aiming to deliver fast, efficient, and personalized customer service. With over 2 billion active users globally and high penetration in Indonesia, WhatsApp provides an ideal platform to reach customers directly, anytime, anywhere. As the demand for …
Connecting Businesses with All Customer Generations: KPSG’s Flexible Contact Center Solution
In today’s fast-paced and ever-evolving digital era, businesses are required to be more flexible in how they interact with their customers. Not only that, they must also accommodate the diverse communication needs of different customer generations. That’s why a flexible and integrated contact center (CC) solution is essential to ensure …
Did You Know? Heavy Agent Workloads Can Hinder Service Quality!
When agents are overwhelmed with tasks, the quality of customer service can decline—ultimately impacting customer loyalty and business growth. That’s why reducing team workload is a crucial strategy to improve efficiency and support long-term business success. The Importance of Managing Agent Workload Each contact center agent is responsible for handling …
Measuring Component Quality in Contact Centers: The Key to Optimal After-Sales Service
In today’s fast-paced and competitive business world, the quality of contact center services is a key factor influencing the customer experience—especially during the after-sales phase, when customers often require additional support following a transaction. A well-functioning contact center not only enhances customer satisfaction but also strengthens their loyalty to your …
The Role of Outsourcing Companies in Supporting Modern Operational Transformation
In today’s increasingly complex business landscape, companies are under pressure to transform quickly and efficiently. Operational transformation is no longer optional, it’s essential for staying relevant and competitive amid advancing technology and rising customer expectations. This is why outsourcing companies have become a critical part of modern business strategy. As …
5 Reasons Why Manpower is the Core Pillar of KPSG’s HR Outsourcing Services
In an era where businesses face growing pressure to boost efficiency and deliver more responsive services, having a skilled and operationally ready workforce is essential. This is where the role of manpower from outsourcing companies like KPSG becomes critical, because manpower is the foundation of reliable, agile, and business-aligned HR …
Trusted Outsourcing Jakarta Solutions by KPSG – Professional Services & 24/7 Contact Center
The growing demand for fast, efficient, and reliable services has driven many businesses in major cities like Jakarta to partner with professional outsourcing providers. Amid intense competition and rising customer expectations, outsourcing Jakarta has become a strategic solution for companies seeking to focus on business growth while maintaining high service …
Omnichannel Strategy: Ensuring Service Consistency Across All Channels
Omnichannel is a strategic approach to delivering customer service across multiple communication channels in a fully integrated manner. In today’s fast-paced digital world, customers no longer rely on a single touchpoint when interacting with a brand. They may move from email to social media, from chat to phone calls, all …
