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[CRM/BPO Case Study] Government Agency - Administrative Office for Voluntary PCR Testing for the Elderly

[CRM/BPO Case Study] Government Agency - Administrative Office for Voluntary PCR Testing for the Elderly

Response rate of over 90% and assurance of high service quality! Stable service implementation through the utilization of operational center expertise.

In response to the spread of the new coronavirus, the Ministry of Health, Labour and Welfare has launched a subsidy project for PCR testing aimed at local governments to provide some reassurance to the elderly by preventing severe cases and clusters, as well as enabling early detection. They have promptly begun to establish a testing implementation system for the elderly. Since the reservation for PCR tests is targeted at those aged 65 and older, it will be handled through a call center rather than online reservations. There was also an urgent need to establish an office that would coordinate with the call center to dispatch testing kits to residents. In this context, our company provided "CRM" and "BPO" services. By assigning several experienced personnel in office management, we were able to establish the center in a short period. As a result, we achieved a response rate of over 90% and ensured high-quality interactions, while thoroughly protecting customer information with consideration for physical, system, and psychological aspects. 【Approach and Results】 - Reduction of center operating costs through optimization of operational workload - Stable service implementation by utilizing operational center expertise - Thorough protection of customer information with consideration for physical, system, and psychological aspects *For more details, please refer to the PDF document or feel free to contact us.

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[CRM Case Study] Government Agencies - Call Center and Briefing Session Operations for the National Census

[CRM Case Study] Government Agencies - Call Center and Briefing Session Operations for the National Census

The number of received letters is approximately 6,600! We have successfully achieved cost reduction by enabling flexible staffing arrangements according to busy and slow periods.

To create the national census, a significant and fundamental statistical survey conducted every five years targeting "all people and households residing in Japan" is considered an additional task alongside regular operations. To address the shortage of human resources, it was decided to outsource, and our company was entrusted with the operation of the call center and information sessions related to the national census. Maxcom has successfully reduced costs by enabling flexible staffing in line with demand through personnel allocation and recruitment plans based on past experience with similar tasks. Furthermore, not only in call center operations, but by also conducting the facilitation and management of information sessions for surveyors, we have ensured an environment where staff can focus on core operations. 【Business Overview】 ■ Contract Period: September 1, 2015 – November 30, 2015 ■ Scale (Call Center Operation Period: September 1, 2015 – October 31, 2015) - Incoming Calls: Approximately 6,600 - Outgoing Calls: Approximately 1,100 *For more details, please refer to the PDF document or feel free to contact us.

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[CRM/BPO Implementation Case] Introduction of the Vaccine Administration System Assurance Business Model

[CRM/BPO Implementation Case] Introduction of the Vaccine Administration System Assurance Business Model

Visualizing the status of each resident from reservation acceptance to the second vaccination! Achieved stable operation.

At health centers across the country responsible for vaccinating the public, the workload has increased due to the COVID-19 pandemic, leading to an urgent need for human resources and the establishment of operational structures by the responsible departments. It is anticipated that appointment bookings and inquiries will concentrate shortly after the start of vaccine distribution, making efficient responses from the reservation center and collaboration with medical institutions key challenges. In response, our company printed barcode information on the pre-vaccination questionnaires sent to residents, allowing for centralized management of appointment and consultation information through a management system. We visualized the status of each resident from appointment booking to the second vaccination. We developed a call center business plan with an eye on peak operational periods, leveraging our experience in similar operations to establish a stable operational framework from the start of the business. 【Business Overview】 ■ Business Content: Vaccine appointment booking and call center ■ Business Location: Our operation center ■ Operating Hours: e.g., Weekdays 8:30 AM - 5:00 PM ■ Business Scale: Estimated 20 to 50 seats ■ Operational Structure: 3 Managers, 4 Supervisors, 9 Team Leaders, 100 Operators on duty *For more details, please refer to the PDF document or feel free to contact us.

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Call center operations [outsourcing, business consignment, BPO]

Call center operations [outsourcing, business consignment, BPO]

We contribute to enhancing our clients' brand power through high-quality technical services, telemarketing, and customer contact services.

At ODS Corporation's Communication Services Division, we are developing outsourcing service businesses that support manufacturers and distributors. <Outsourcing Business> ■ Call Center Operations - High-quality technical services - Telemarketing - Customer contact services, etc. ■ Repair Service Operations - Base services (consolidated base type, expanding bases nationwide) - Field services (on-site) ■ Quality Control Operations - Embedded software verification services - Pre-shipment inspection services - Recall inspection services - Firmware updates, etc. ■ E-commerce Fulfillment Operations - Order confirmation - Shipping control - Kitting (accessory parts, software, etc.) - Packing and shipping, etc.

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