Call and Contact Center Services

Businesses today run into problems like these all too often:

We launched a low-cost contact center to strengthen marketing and raise customer satisfaction, but it didn't mesh well with our business strategy and actually ended up reducing customer satisfaction and turning into a cost center.

We added a FAQ to our Web site to try to reduce the number of simple, common questions coming into our call center. Unfortunately, customers who tried to resolve their problems using the FAQ often met with frustration and called anyway: call volume didn't budge.

Our answer to problems like these is to combine the right technology and the right people through careful process management. We emphasize reliable operation grounded in awareness of process management, and the value of continuous, long-term accumulation of know-how.

We gather customer data from multiple contact channels—including telephone, fax, email, and VoIP—into a single customer database, and convey the results of our data analyses to our clients. To offer better service, we operate a network of contact centers in Tokyo, Osaka, Sapporo, Miyazaki, Wakayama, Okinawa, and other domestic locations, as well as in overseas locations such as Seoul, South Korea. We have also established contact centers in the United States to leverage time-zone differences to better provide round-the-clock support. We are working steadily to transform call centers that are focused on providing support—which are usually cost centers—into profit centers by adding functions that expand sales, such as outbound marketing.