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Communicators providing the highest possible performanceOur communicators are managed in dedicated communicator groups on the computer. The leaders manage the communicators calls and produce reports, while supervisors manages tasks that are directly related to the client and ensures that communicators are cared for. When working for long periods of time, or dealing with complaints, it is easy to become mentally tired, so supervisors stepping in quickly to support them mentally can maintain motivation and quality. Leaders and supervisors also step in with appropriate advice to the communicators, and when necessary, can use a whisper feature to inform senior staff of struggling members who can help monitor and advise them. Additionally, we have developed an inhouse system that allows for calls to be redirected in the case that all lines for the primary support group are in-use, allowing the call to be taken by communicators outside of the group if needed.
Specialized interfaces for every client and database setupWe have developed an inhouse management system called “Pit!” in order to achieve an error-free service. The system automatically brings up the specialized client interface while receiving a call from their customers, allowing instant access to the appropriate information. Every client interface is tailor to the exact needs of the client, with unique elements that can be created per the client’s requests, reducing the likelihood of human errors such as not gathering all necessary information or providing incorrect information.
Our unique tele-net styleWe have developed headsets with a directivity of 15 degrees in order to combat the issue of background noise from other communicators taking calls. These headsets allow sound to only be picked up from the communicator wearing them, and creates an environment where communicators can carry out work necessary conversations without affecting each other.
Our contact centers’ seats are spaced to allow communicators to engage in conversation if necessary. When dealing with complaints or other difficult cases that place mental strain on the communicator, the ability to reach out for support helps maintain motivation.
All calls are automatically recorded and stored in our recording system. Not only does this allow us to avoid cases where the communicator and customer have different recollections in the event of complaints, it can also be used by communicators to listen back to cases they struggled with, allowing them to self-identify issues and improve on them. Particular calls can also be used as case studies for training other communicators, improving the ability of the entire team to tackle difficult cases. Our system allows our clients the peace of mind, while also ensuring our communicators can grow and provide service of the highest quality.
Privacy Mark JISQ15001 covering all levels of the companyWe obtained this Privacy Mark in May 2004, for our efforts to ensure that the valuable data of our clients is protected.
Information Security Management System ISO27001 (ISMS)We also obtained the ISO27001 qualification, providing further peace of mind to our clients.
Comprehensive security managementWe operate a comprehensive suite of security measures, including the newest firewalls, anti-virus software, thorough security awareness training, and tracking of all entries and exits from the center, to ensure our clients data is safe.
★GPS Time Server
The time on all our contact centers’ systems are synced to nuclear clock data provided by GPS satellites, ensuring all servers data are correct.
Back up framework for emergency situatioWe can take orders for your products/services on your behalf, through multiple mediums.
A complete service, from reception for catalog or document requests, to customer management, address list creation, and sending.
Wide range of related services from reception to data management. Able to provide at short notice.
Ranging from event booking, customer inquiries and complaints, to data gathering and management, through phone, mail, or email.
Dealing with customer complaints and listening to their opinions, before collating them into useable data for the client.
Beyond normal customer support services, we also offer product explanation and order and registration data changes at a level higher than the industry standard.
We have many years of experience running help desk services for technical information in technological fields. Our service enables you to make the most out of your products by ensuring your customers can smoothly use them.
Flexible contracts available across 24 hours and 365 days a year. Can easily adjust service hours to take into account limited time campaigns or other busy periods in the year for your company.
We are equipped to receive faxes and can gather and manage information received through it.
Can be set up to assist customers outside of service hours, or to help filter them before talking to a human operator. Customizable to include adjusted playback speed, program voice, speech contents, and more.
Receiving and sending of mail and managing relevant information and data gathering.
Total help in emergency cases, such as product recall, or sending notifications to customers. Our experience allows us to help calculate necessary communication volume and provide an appropriate number of communicators at short notice. Temporary specialized booths are available during high volume times, which can be transitioned to multi-booths as the load decreases, limiting costs.
