[Model Case] CRM Implementation - Consolidation of Store Representative Phone Calls into Call Center Operations
Staff allocation tailored to busy periods and call volume! Response rates can significantly increase, and customer satisfaction can also improve.
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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basic information
**Customer Challenges:** - Due to being unable to answer calls while serving customers, there have been many complaints arising from a low response rate. - Customer satisfaction has decreased due to being passed around and receiving different answers depending on the store (branch). - During phone calls, customers in-store are left waiting, leading to a decline in service quality and a loss of business opportunities, which we want to improve. - Time spent on phone calls at the store (branch) leads to an inability to focus on core business tasks, resulting in overtime; we want to improve the workload and reduce costs. - The head office is unable to grasp the inquiries from customers entering the store (branch), preventing us from utilizing customer feedback for improvements and development. - There is variability in skills and quality due to phone handling being done at each store (branch). *For more details, please refer to the PDF document or feel free to contact us.*
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Applications/Examples of results
【Examples of Target Industries】 ■ Banks (branches, ATMs), restaurants (dining establishments, izakayas, bento shops), accommodation facilities (hotels, inns) ■ Karaoke shops, movie theaters, convenience stores, 100 yen shops, rental DVDs, CDs ■ Department stores (depato, supermarkets), home centers, discount stores ■ Drugstores, travel agencies, real estate companies, tutoring schools *For more details, please refer to the PDF document or feel free to contact us.
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Company information
Our company provides high-quality services to client companies with the operational know-how and capabilities cultivated through our back-office operations. We will maximize the total solutions and knowledge of the Altius Link Group to support our clients' future with assured quality.
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