マックスコム List of Products and Services

The "Mailing Cross Contact Center" provides a comprehensive service for local governments, offering everything from application encouragement to inquiry support, aimed at improving citizen satisfaction. Managing vendors for each purpose can be a significant burden for local government officials, often encroaching on their core responsibilities. Our company manages all aspects of the contact points between local governments and citizens, including window services, document dispatch, telephone responses, and various application receptions, from design to actual operation, providing a more visible outcome for local government officials. 【Flow until service implementation】 ■ Hearing and preliminary cost estimate ■ Quotation ■ Formation of construction team and detailed operational alignment ■ Operator training ■ Start of operations *For more details, please refer to the PDF document or feel free to contact us.

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"Marketing Cross Engagement" is a sales improvement support service for the e-commerce industry that provides a consistent service from marketing to engagement and support, helping to enhance sales. Marketing methods are currently diverse, with digital methods being particularly prominent. However, digital marketing techniques tend to have a short lifespan, and it is rare for them to leave a lasting impression on consumers. Our company actively incorporates paper-based marketing methods, and trained operators handle incoming responses, allowing us to provide a higher level of customer experience (CX). 【Flow until Service Implementation】 ■ Hearing and Preliminary Cost Estimate ■ Quotation ■ Team Formation and Detailed Operational Coordination ■ Operator Training ■ Start of Operations *For more details, please refer to the PDF document or feel free to contact us.

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In the large state-run library, there are significant daily fluctuations in the number of users, making it challenging to adjust the number of personnel working in the book-picking storage area. Additionally, there has been a demand for improved quality in customer service at the counters. In response, our company provided BPO (Back Office) services. At the lending and return counters, we implemented bright and courteous customer service with a focus on hospitality, resulting in increased user satisfaction. Furthermore, by reviewing staff work patterns and expanding shift slots, we enhanced the flexibility of personnel allocation on a daily and hourly basis. Simultaneously, we promoted multi-skilling of the tasks handled by staff, maximizing operational efficiency and achieving over 20% improvement. [Scale] ■ Managers: 3 ■ Supervisors: 15 ■ Operators: 120 *For more details, please refer to the PDF document or feel free to contact us.

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In April 2014, to mitigate the impact of the consumption tax increase to 8% on households, the government decided to provide benefits to the public. For municipalities across the country responsible for the implementation of these benefits, this became an additional task on top of their usual operations, leading to an urgent need for human resources and the establishment of operational frameworks by the responsible departments. In response, our company provided "BPO" and "CRM" services. By planning operations with an eye on the fluctuations in workload and establishing an operational structure, we achieved stable operations from the start of the project. Additionally, through appropriate personnel allocation based on the operational plan, we prevented delays in processing during busy periods. Furthermore, we were able to absorb fluctuations in workload with a multi-operation system, achieving a reduction in operational costs. [Business Overview] ■ Scale - Supervisors: 3 positions - Operators: 8 positions, up to a maximum of 50 positions ■ Business Content - Call center operations, customer service, document review, sorting - Data entry, registration, shipping, storage *For more details, please refer to the PDF document or feel free to contact us.

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With the My Number Act, which was enacted in 2013, officially starting operations in January 2016, local governments across the country faced the urgent need to supplement human resources and establish operational frameworks due to the additional workload alongside their usual duties. As a result, it was decided to outsource a call center to handle inquiries from citizens regarding the My Number system and consultations about My Number card applications, with Maxcom being awarded the contract. Our company conducted a simulation of the workload based on similar operational experience and preemptively developed a business plan aligned with fluctuations, successfully preventing shift overlaps and reducing excess costs. Additionally, by building an effective response history management system within the center and sharing FAQ information, we deepened the operators' understanding, which significantly reduced complaints from citizens, achieving accurate and courteous call responses while balancing high quality and efficiency. 【Business Overview】 ■ Provided Service: CRM (Call Center) ■ Scale: Approximately 2,000 cases/month ■ Operating Hours: Weekdays 8:30 AM - 5:15 PM *For more details, please refer to the PDF document or feel free to contact us.

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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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To improve municipal tax revenue, various measures are necessary, including raising the tax payment awareness of delinquents, managing arrears, and strengthening management. The city has decided to outsource in order to achieve more effective and significant improvements in collection rates. A proposal-based comprehensive evaluation method will be used for vendor selection, and as a result of this selection process, our operational scheme based on our business performance was evaluated, leading to the awarding of the contract. Maxcom has created business flows, FAQs, and talk scripts, achieving uniformity in the training system, which has eliminated variations in operator response skills and quality. This has resulted in an improvement of over 80% in contact rates, over 50% in payment promises, and over 30% in collection rates. Additionally, by deploying personnel based on effective connection rate surveys during call hours, the total number of calls has increased by approximately 30%, allowing city staff to focus on core tasks and enhancing overall operational efficiency. [Business Overview (Excerpt)] ■ Provided Services: CRM (Call Center) BPO (Back Office) ■ Scale: 40,000 cases/year *For more details, please refer to the PDF document or feel free to contact us.

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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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Due to the suspension of the use of gift certificates, it was necessary to collect and refund within a short period of two months, requiring the processing of approximately 130,000 cases and inquiries in a short time. Since the resources could not be prepared within the customer's company, it was urgent to establish a system for large-scale processing, appropriate guidance to consumers, and to prevent confusion through announcements, ensuring prompt and reliable refunds. In response, our company utilized a similar scheme to establish a one-stop service environment for announcements, collection, refunds, and inquiry responses in a short period. By undertaking the entire process, we alleviated the burden on the customer's company, enabling the creation of accurate refund data through image entry and verification work, and achieving smooth responses (inquiry handling and reliable refunds) with a priority on consumer protection. 【Business Overview】 ■ Provided Service: BPO (Back Office) ■ Scale - Supervisors: 3 seats (Inquiries: 1 seat, Administration: 2 seats) - Operators: Up to 45 seats (Inquiries: up to 15 seats, Administration: up to 40 seats) *For more details, please refer to the PDF document or feel free to contact us.

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A client company operating 300 karaoke stores nationwide has seen an increase in the time and workload required for employees in the inquiry response department to acquire knowledge and skills due to the high functionality of communication equipment installed in stores and the shortening of model change cycles. This has made it difficult for employees to focus on their core business. In response, Maxcom assigned operators with equivalent work experience and promoted the creation of manuals. By shortening the knowledge acquisition and skill development period, we achieved a reduction in the workload of employees involved in inquiry responses. As a result, employees were able to concentrate on their core business, leading to a reduction in labor costs. [Business Overview] ■ Provided Service: CRM (Call Center) ■ Scale - Operators: 3 *For more details, please refer to the PDF document or feel free to contact us.

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The hiring of part-time instructors was conducted by the heads of each classroom nationwide. However, since the classroom heads were also handling other duties, the workload related to hiring was increasing at each classroom, making it difficult to respond quickly from application reception to interviews. This led to lost hiring opportunities and a chronic shortage of instructors, significantly hindering classroom operations. In response, our company proposed a "CRM (Call Center)." By separating the hiring reception tasks, we created an environment where classroom heads could focus on their core responsibilities. Additionally, we developed an applicant management system, which centralized the management of hiring inquiries, significantly improving the interview scheduling rate and hiring rate, thereby increasing the instructor acquisition rate. By implementing the applicant management system in each classroom, we achieved visibility in tracking the status from application to hiring decision, creating an effective hiring environment. [Business Overview] ■ Provided Service: CRM (Call Center) ■ Normal Period: 2,000 cases/month ■ Busy Period: 3,000 to 4,000 cases/month ■ Operating Hours: 10:00 AM to 9:00 PM *For more details, please refer to the PDF document or feel free to contact us.

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Our company offers a "CRM (Call Center)" service. We solve issues faced by customers such as "Due to a small management team, we are unable to answer calls when we are out or attending to visitors, resulting in missed reservations," and "By handling calls during customer visits, we keep waiting customers waiting, leading to a decrease in customer satisfaction." With our service, there will be no missed reservations during customer visits or when unavailable, leading to increased sales and new customer acquisition rates, reduced hiring and training efforts, the ability to focus on core business activities, and a reduction in labor costs. 【Business Overview and Scale】 ■ Available for consultation regarding weekday and peak hours, regular holidays, evening hours, and 24-hour support, etc. ■ Can accommodate from one seat ■ Services include reservations, changes, cancellations, schedule adjustments, product and medical department guidance, and directions from the nearest station. *For more details, please refer to the PDF document or feel free to contact us.

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Our company offers a "CRM (Call Center)" service. We address challenges faced by customers such as "24/7 phone support is essential, but due to low call volume, we cannot afford to hire additional staff" and "employees are on duty at night for emergency trouble response, which incurs costs and increases workload." With our 24/7 resident support, we can provide solid assistance during nighttime and late-night hours, and our prompt response to issues can enhance customer satisfaction. Additionally, with two pricing structures—pay-per-use or flat-rate—we can operate without incurring unnecessary costs, even for small-scale operations. [Services Offered] ■ Water issues (leaks, toilet clogs, etc.) ■ Key issues (loss, lockouts, etc.) ■ Electrical issues (short circuits, lighting fixture failures, etc.) ■ Gas issues (gas leaks, no hot water, etc.) ■ Glass breakage *For more details, please refer to the PDF document or feel free to contact us.

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Our company offers a "CRM (Call Center)" service. "We often receive complaints due to a decrease in response rates because we cannot answer calls while serving customers." "We want to improve the decline in service quality and the loss of business opportunities caused by having to keep customers waiting while we handle phone calls." We will solve the challenges that our customers face. By utilizing a telephone answering service (call center), the need for phone handling tasks is eliminated, allowing for focused customer service, which can lead to increased customer satisfaction and sales growth. Additionally, by standardizing business flows, manuals, knowledge management, and training systems, we can eliminate variations in phone handling skills and quality, thereby enhancing customer satisfaction. [Business Overview] ■ Scale - Available for consultation regarding weekday, peak hours only, closed days, night-time support, 24-hour support, etc. ■ Services Provided: Handling various inquiries *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides CRM (Call Center) services. We solve issues faced by customers such as "calls increase only during certain time slots, leading to missed calls and lost business opportunities" and "wanting to outsource phone support only during busy times like events and campaigns." With Maxcom's telephone answering call center, we offer flexible support, including night-time, outside business hours, weekends and holidays, and assistance during peak hours, all at low prices starting from just one call. We can accommodate customer requests such as wanting to use telephone answering services only during long holidays. Additionally, we can provide 24/7 support, allowing customers to choose days and times that fit their needs, enabling cost reduction, revenue expansion, and quality improvement without waste. [Excerpt of issues faced by customers] ■ Calls increase only during certain time slots, leading to missed calls and lost business opportunities. ■ Wanting to outsource phone support only during busy times like events and campaigns. ■ Wanting to outsource phone support only during peak hours when visitor numbers increase. *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides CRM (Call Center) services. We address challenges faced by customers, such as "phone support outside of business hours is handled by employees on a rotating basis, leading to costs and workload issues," and "we want to prevent missed calls when we run large media advertisements or during campaign periods when call volume increases." We offer services including handling various inquiries, providing answers based on Q&A, collecting callback contact information, hearing the purpose of calls, managing response history, and business reporting. Our service can provide a low-cost telephone answering call center tailored to your needs, available only during the necessary days and time slots, including evenings, early mornings, weekends, and holidays. [Services Provided] ■ Handling various inquiries ■ Answers based on Q&A ■ Collecting callback contact information and hearing the purpose of calls ■ Managing response history and business reporting *For more details, please refer to the PDF document or feel free to contact us.

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In each classroom, we were handling various phone inquiries such as new membership applications, student (parent) inquiries, and part-time instructor applications. However, due to the small number of staff managing the classrooms, we were also responding to phone calls alongside classes and meetings, which led to missed calls and increased staff workload. As a solution to these issues, our company proposed a centralized call center for the classroom's representative phone line through outsourcing. We have also promoted new membership appeals and loyalty strategies that had previously been neglected, contributing to improved customer service, expanded sales opportunities, and increased conversion rates. 【Business Overview】 ■ Provided Service: CRM (Call Center) ■ Business Hours: 9:00 AM to 9:00 PM (Open year-round) ■ Business Content: Inquiry reception and guidance for the classroom's representative phone line - Membership applications (4,000 per month) - Instructor applications (1,500 per month) - Request and sending of materials, etc. *For more details, please refer to the PDF document or feel free to contact us.

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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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Our company offers a "CRM (Call Center)" service. "We want to establish a solid phone support system to increase sales, especially since more customers tend to use online shopping during long holidays," and "We are currently using another company's call center service, but we are struggling because they do not handle calls during holidays like New Year's and Obon." We will solve the challenges faced by our customers. We will handle various inquiries, provide answers based on Q&A, manage reservation bookings, return call contacts, and listen to the details of inquiries. Our service allows you to choose the number of days and time slots according to your needs, contributing to cost reduction, sales expansion, and quality improvement without incurring unnecessary costs. [Services Provided] ■ Handling various inquiries ■ Answers based on Q&A ■ Reservation booking management ■ Return call contacts, listening to inquiry details, etc. *For more details, please refer to the PDF document or feel free to contact us.

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The window for issuing certificates related to the national registration system, as well as the reception and handling of mail applications from across the country, has not clearly defined operator skills or established business knowledge, leading to a notable personalization of skills. Standardization and efficiency of business procedures have become challenges in improving quality. In response, our company provides 'BPO (Back Office)'. By re-evaluating business flows, documenting and improving business knowledge, we have achieved standardization and visualization of business procedures, thereby eliminating clerical errors. Additionally, we have assigned a guide at the reception desk to provide bright and courteous service with a focus on hospitality, which has improved user convenience and satisfaction. 【Business Overview (Scale)】 ■ 1 Manager ■ 3 Supervisors ■ 20 Operators *For more details, please refer to the PDF document or feel free to contact us.

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We provide a one-stop operation service in the back office, from accepting, classifying, reviewing, and confirming deficiencies in applications and orders, to data entry and shipping materials and products to customers. By outsourcing back office operations, employees can focus on their core business and strategic areas, enabling not only cost reduction but also improved productivity.

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We provide appropriate services for our client companies, including inbound (receiving), outbound (sending), and support during nighttime holidays/outside business hours. By leveraging a broad service network, we can flexibly respond to volume fluctuations, ensuring the maintenance of service quality and converting costs into variable expenses. With high-quality customer support based on extensive experience and know-how, we contribute to promotional plans and quality improvements for products and services by utilizing the genuine voices of customers gathered at our call centers. 【Strengths of Our Services】 ■ Fully customized specifications tailored to your requirements ■ Flexible response to peak and off-peak times ■ 24/7 availability ■ Further efficiency through ICT implementation *For more details, please download the PDF or feel free to contact us.

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