New solutions to improve worker efficiency in your contact center.
Reduce Man-hours while Maintaining Response Rates
Quality Maintenance and Improvement with Mistake Rate Reduction
Accurately Capture and Resolve the True Intent of Customer Feedback
Reduce Man-hours while Maintaining Response Rates
Seamless correspondence of requests from the primary answerer to the secondary answerer for maitaining response quality
Contact center
Deployment of the Ami Voice Communication Suite to Reduce Man-Hours and Maintain Response Quality
Deployment and Utilization of Ami Voice Communication Suite to Reduce Man-Hours and Maintain Response Quality
Capture and Resolve the True Intent of Customer Feedback with Managing and Sharing Voice Data on a Common Cloud
Automated Evaluation of Responses for Quality Maintenance
Mr. Masafumi Tachibana, manager of center, Mail Order Headquarters Contact Center
Mr. Yukihiro Hayashi, Center Director Staff, Contact Center, Mail Order Headquarters Contact Center
Mr. Mitsuhiro Tsukamoto, Manager, Mail Order Headquarters Contact Center Union Member Service Group
Japan Co-op is a national enterprise that carries out various merchandising and support initiatives for its local member co-ops. For many years, the company has outsourced the processing of orders and customer inquiries for its mail order division's contact center to BELLSYSTEM24.
"While the processes carried out by BELLSYSTEM24 managers, such as transcribing recordings of primary responses for sharing among parties and conducting interview sessions with agents to identify the root cause of issues, are essential for accurate response and problem resolution, they have consumed a significant amount of time and effort, which has had a serious impact on response rates," said Mr. Tsukamoto.
As a countermeasure to such situations, and to pursue the reduction of man-hours and improvement of response quality, BELLSYSTEM24 offered Japan Co-op to implement AmiVoice to create an environment that allows parties and agents to have timely cross-monitoring of real calls by collecting and managing the voice logs of each call in the shared cloud.
During the trial introduction, Japan Co-op started using AmiVoice for its most common features: audio conversion to text.
Mr. Tsukamoto said, “When the audio was not clear or when the speaker spoke too fast, the words were not recognized correctly. Words were sometimes transcribed wrongly and sentences sometimes had no punctuation, resulting in texts that were difficult to read.”
In addition, the transcribed texts generated by AmiVoice had another weakness in figuring out customers' (members') intentions, caused by the vagueness of the main topic due to its property of turning entire interaction between agents and customers into text.
To address these issues, BELLSYSTEM24 proposed to manage and share the imported audio data on the cloud. This enabled the stakeholders working in the Japan Co-op office to monitor the actual audio collected at the contact center at any time. Moreover, communicators responsible for the secondary response became able to listen to the audio from the primary response right away, thereby achieving smooth coordination.
Mr. Hayashi said, “Sharing audio data of interaction between customer and agent allowed us to grasp more nuanced customer intentions which we used to struggle to get from written data.”
Mr. Tachibana followed with saying, “The real time audio sharing allowed us to have high-quality preparation for handling some queries from customers containing complaints which need to be simultaneous progress by multiple people.”
Mr. Tsukamoto also added, "The availability of timely checks of audio data reassures us as a department that we can respond to customers' remarks while guessing their intentions in an instant and accurate manner.
The three representatives from Japan Co-op told us that managing and sharing audio on cloud “solved a lot of issues and we are benefiting from it.”
Mr. Tsukamoto said, “The first benefit was that the processing time to share and coordinate the primary response became shorter.” The process where managers enter data and conduct hearing sessions with communicators was reduced by 24 hours each month. This allowed them to spend more time to improve the response rate and response quality, they say.
Mr. Tsukamoto continued, “The second benefit was that the workload of the co-op to verify points raised by the members was reduced. The old method of checking the transcribed audio required much time and work. However, we can now review the actual speech of our members just by accessing the cloud.”
Mr. Tachibana and Mr. Hayashi added, “The third major benefit was that we became able to understand the true intention of our members." They said that by listening to the real speech of members, all stakeholders can now have the same interpretation and proceed correctly without discrepancies in how points of view are interpreted. This has enabled them to address the issues correctly, leading to smooth coordination between the primary and the secondary responses. This reduced the correction ratio (errors in coordination). Mr. Tachibana also added, “We became able to share members’ feedback with other departments. This made it easier for the entire mail-order division to move towards improvement.”
In addition, the three unanimously said that "It is a big achievement to hear that under our monitoring, agents from BELLSYSTEM24 operating primary responses raise their motivation."
AmiVoice also effectively came up with building an automated system to evaluate and visualize agents' response to enhance their quality level. "Further quality improvement can be expected by employing this level visualization, which no longer requires separate measures for quality evaluation with ghost calling by another bender we used to request," said Mr. Tsukamoto.
Japan Co-op stated their aspirations of focusing on more improvement of productivity based on the results obtained from the implementation and utilization of AmiVoice.
Mr. Tachibana said, “Although our use of AmiVoice is currently limited to managing inquiries, we would like to build a CRM that can support all activities by increasing its use. I think we can extend its use to other areas. For example, we can build a database of member preferences so that in case we are out of stock of an item of merchandise that a member wants, we can recommend something else. I think we need to manage information more broadly and deeply.”
Mr. Tsukamoto continued, “We think that it is important to support the communicators, and we would like to enhance that capability. We are thinking about enhancing the suggest function. For example, if a member says “return merchandise,” the system shows a procedure for returning the merchandise.”
And Mr. Hayashi continued “We are very grateful to the agents from BELLSYSTEM24 for their empathetic support towards our customers, and that is why we are looking to take care of motivation and mental condition in agents seriously as an important theme in a more supportive attitude while utilizing the data extractible from AmiVoice to analyze their emotions."
Also, “We are highly trusting and relying on various improvements offered by BELLSYSTEM24 based on their proactive and constant consideration for upward productivity, and we are looking for further progress with DX to actualize the best CRM together with BELLSYSTEM24,” continued Mr. Tachibana.
Japanese Consumers' Co-operative Union.
Corporate website：https://jccu.coop/
Since it was established on March 20, 1951, Japanese Consumers’ Co-operative Union has been conducting various initiatives as a national body for co-ops in Japan including providing merchandise to their member co-ops and supporting their activities. The number of member co-ops was 312, amount of supplied goods was 432.9 billion JPY, contributed capital was 8,990 million JPY, and the number of employees was 1,432 (all figures as of the end of fiscal year 2021).
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