When it comes to doing business in Indonesia, many foreign entrepreneurs would directly think of Jakarta or Bali as the most ideal places. This is not surprising because Jakarta is the capital city and Bali is one of the most visited destinations across the archipelago.
These days, however, Jakarta and Bali are not the only two stars, with Semarang starting to become a big player. Through its unassuming charm and captivating beauty, Semarang has successfully attracted a lot of foreign investors, particularly these days with the local support from different authorities in the city.
What is more, Semarang is destined to be the destination of not only today’s investments but also future investments because of its favourable demographics of working population and low costs with regard to wages and overhead.
In the last couple of years, many foreign companies have expanded their businesses to Semarang, including manufacturing, e-commerce and call centre. This article particularly discusses call centre establishment in Semarang. Read on to learn about why and how to establish a call centre in this city with endless business opportunities.
Call centre is the foundation of a company, an ambassador and sometimes the first point of contact for the customer. If the service is bad, the company’s reputation is at stake. As such, companies need to invest a lot in terms of call centre systems.
A call centre is usually located in an open workspace for call centre agents, with a workstation that includes a computer and display for each agent, along with a telephone set/headset connected to a telecom switch or to an inbound/outbound call management system, and one or more supervisor stations.
The majority of large companies use contact centers as a means of managing their customer interactions. These centres can be operated by either an in-house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).
Outsourced call centres are often located in developing areas, where labour costs are more friendly to the investor’s budget. It is also important to recruit highly-skilled human resources who can provide good quality services.
Many large companies have already established call centre services in Semarang such as Telkomsel, Traveloka, Garuda Indonesia. Banking institutions have also found Semarang to be a suitable location for call center outsourcing (with that being said, if you are looking to establish a call centre in the city, you should be ready to offer more attractive packages compared to your competitors) because Semarang as well as other cities in Central Java belong to the regions with lower salaries level.
Semarang, however, rises above the other cities as it boasts an unlimited stock of quality human resources, thanks to a high number of universities producing excellent graduates every year. The city is also the provincial capital, thus all necessary permits and other related business services can be arranged in the same location.
Semarang City also aggressively established cooperative relations with various countries in several sectors including increasing human resources, transportation and processing of renewable energy, in addition to developing smart cities.
The majority management of call center operations in Semarang is fully transferred to outsourcing companies. Most of them use limited-time contract employees.
The costs incurred to provide infrastructure and experts within the company are not cheap, and it is not easy to get experts. These difficulties are considered as a burden to the company if they have to do everything themselves. This is why many of the companies make the right decision to outsource.
Call centre agents can help build brand awareness. Call centre agents can also help companies that do business in Indonesia to achieve competitive advantage over businesses whose call centre services are still lacking. Without a call centre, many companies will find it difficult to attract and serve customers.
If you are looking for a third party business partner that can assist you with call centre establishment, let us know. We are more than happy to consult your plans.
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