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transcosmos Starts Offering Strategic Call Center Monitoring Service “QICTO”

The New Service Enables Quality Improvement through Its Own Evaluation Indicator Structure and System in the Areas of Goal-Oriented, Continuous, and Individualized Training

February 15, 2016

transcosmos inc.
transcosmos analytics Inc.

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) utilizing the performance evaluation indicator structure and system developed by transcosmos analytics, Inc. (Headquarters: Shibuya-ku, Tokyo; President and CEO: Yoichi Kawano; hereafter, transcosmos analytics), a transcosmos subsidiary specializing in research and analysis, will start trial implementation of “QICTO,” a strategic call monitoring service which is goal-oriented, continuous, and individually-catered. transcosmos will aim at 20 cases implemented by the end of Fiscal Year 2016 mainly with corporate clients for whom transcosmos manages and supports with their call centers.

In an effort to improve call center quality, call monitoring is an essential duty; however, at many of the call centers, the performance evaluation indicators are heavily focused on “customer handling,” or there are not sufficient resources devoted to monitoring. In order to establish a PDCA cycle at call centers, the following matters need to be promoted systematically and organizationally:

  • 1. According to the marketing strategy and management objectives of the call center, the evaluation indicators based on the objectives are to be designed
  • 2. A system to manage “more speedy, more cost-effective, and more clarified” monitoring continuously is to be established
  • 3. Based on the communicator’s growth phase, feedback for “individualized instruction,” which is individually optimized, is to be given.

For that reason, transcosmos and transcosmos analytics have developed a specialized system, based on their vast experience in call center management and consulting business, for their own performance evaluation indicator system according to various marketing strategies and call center management objectives and for higher efficiency of report/chart preparations, and with the previous monitoring business substitute service improved, a new service has been packaged, as a strategic call monitoring service which is goal-oriented, continuous, and individualized. The outline for the new service “QICTO (Quality Improvement by Continuous / Target-Oriented Call Monitoring)” is as the following.

Outline of the “QICTO” service

QICTO logo

Outline of the “QICTO” service

1. “Goal-oriented” performance indicator design according to the marketing strategy and management objective of the call centers
As customer service diversifies into Omni-channels, the future call centers are required to create values only found in telephone, such as web/apps/SNS/chat, unlike any other customer interactions. For example, by providing such services as concierge service with emphasis placed on “hospitality” and an emotionally moving experience (CX) which exceeds the clients’ expectations, by conducting sales/retention pitch in order to contribute to profit expansion, and by collecting the voice of clients (VOC) for product development/improvement and for coming up with sales promotion measures, the call centers are now expected to play a role more than a mere customer reception window.
QICTO brings into reality a “goal-oriented” customer service performance evaluation by bringing in a specialized system to select and customize a monitoring performance indicator template systemized for each different objective, responding to various marketing strategies and management objectives of the call centers, and by adjusting deviation of the standards by the evaluators in order to attain the “goal-oriented” performance evaluation.

2. “Continuous” monitoring to realize low-cost, high-volume evaluations
At many of the call centers, the situation is such that SV also acts as QA and is too overloaded and that there is a lack of skills to make evaluations in an objective manner; therefore, although the importance of monitoring and feedback is recognized, they are not being conducted continuously.
With QICT, personnel with training on evaluation acts as a substitute for the SV in the monitoring duties. A sampling of the voice data is taken, and based on the efficient business flow standardized by the system, low-cost and high-volume evaluation is made. In addition, through voice clipping and support for entry of reasons for evaluation, more clear evaluation based on the data is possible. As a result, the workload for SV and QA is lightened, allowing them to concentrate more on their duties of improving management and providing feedback to the communicators.

3. “Individualized” feedback optimized for each phase of the individual’s growth
In order to promote the communicators’ growth, evaluation indicators are personalized according to each individual’s current skills and the missions of the site/team as a whole, a chart with summary of chronological trend of the evaluation results is prepared, and feedback and individual instructions are made based on that chart; so that, as a result, there would be a sense of accomplishing the goal, improved skills and security of “being watched over.”
QICT’s specialized system is equipped with such supporting functions as reporting on the dashboard the evaluation results per site/team/individual and automatically preparing a chart per each individual. As a result, goals are set according to each individual’s growth phase, and feedback is made for the evaluation result, making it possible to assure stable skill improvement and to build a structure to promote firm rooting of the system in the business duties.

At one corporation which implemented QICTO early on a trial basis, after the monitoring measure, the total degree of satisfaction increased by 21 points, succeeding in evaluating three times as many cases at half the cost, compared to the monitoring service by a traditional, external consultant. In addition, the time required to prepare a report was reduced from 10 hours to one hour, and with the performance data now being shown on the dashboard as well as the individual chart now prepared automatically, the speed for quality improvement actions has been dramatically improved.

transcosmos and transcosmos analytics will expand and improve monitoring performance indicator template such as “increasing customer satisfaction,” “improving productivity,” and “increasing sales ability” currently built in to QICTO; and at the same time, by strengthening cooperation with other services such as research on the degree of customer satisfaction and skill improvement training, and by combining it with the latest technology such as voice recognition and artificial intelligence, the two companies will further pursue the challenges to attain even more business efficiency and to increase the added values.

Related Services

* transcosmos analytics is a registered trade name or trademark of transcosmos analytics Inc. in Japan and other countries.
* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos analytics Inc.

transcosmos analytics was established as a 100% subsidiary of transcosmos in May 2012 in order to provide KPO (Knowledge Process Outsourcing) service and to support corporate clients in improving efficiency with their intellectual production activities and creating new values. transcosmos analytics responds to the rapidly-changing marketing environment flexibly and speedily in order to expand its corporate clients’ profits and to maximize customer satisfaction. (URL: https://www.trans-cosmos.co.jp/transcosmos-analytics/)

About transcosmos inc.

transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 156 locations in 26 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 36 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale.

Inquiries from the media should be forwarded to

transcosmos inc. Public Relations & Advertising Department
Mail: pressroom@trans-cosmos.co.jp

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