[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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【Business Overview】 <Business Volume> ■ Incoming Calls: Approximately 3,000 per month ■ Outgoing Calls: Approximately 3,000 per month ■ Shipment Processing: Approximately 4,000 per month <System> ■ 1 Supervisor ■ 10 Operators <Business Content> ■ Phone support for test reception ■ Inputting application information (name, gender, date of birth, etc.) ■ Shipping of specimen containers ■ Phone support for reporting test results <Support Content> ■ Establishment of the center in a short period by assigning several experienced administrative staff ■ Centralized management of test-related information through the introduction of various management tools ■ Thorough training in response techniques, monitoring by managers, and feedback ■ Reflecting residents' requests, such as hot voice feedback, in the administrative functions in collaboration with the welfare department as needed *For more details, please refer to the PDF document or feel free to contact us.
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For more details, please refer to the PDF document or feel free to contact us.
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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.