Case study in the financial industry: Reducing escalation handling in back office (internal inquiry response)!
Financial companies have their development staff acting as the inquiry contact for sales, and due to regular personnel changes in the sales department, the same questions frequently arise at the inquiry contact, causing the development staff to struggle to perform their primary duties. To address this, we implemented the Q&A system 'BPUSS.' As a result, optimal answers are provided according to the level of the staff, which has improved the self-resolution rate for the sales team and reduced the need for escalation. You can find more details about the case in the materials, so please feel free to download and review them. [Case Overview] ■ Industry: Finance ■ Job Type: Back Office (Internal Inquiry Response) ■ Business Content: Inquiry contact for sales *For more details, please refer to the PDF materials or feel free to contact us.
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【Other Case Summary】 ■Issue Details - The development team is handling inquiries. - Due to regular personnel changes in the sales department, the same questions frequently arise at the inquiry desk, preventing them from performing their primary duties. ■Countermeasure Results - Appropriate QA screening - Reduction in escalation responses *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 business has been nurtured over 30 years at Dofine Co., Ltd. Starting with the call center business, we have pursued specialization and developed various businesses such as training and diagnosis, team dispatch, BPR outsourcing, and consulting.
