[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 these challenges faced by our customers. By utilizing a telephone answering service (call center), the burden of phone handling 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 improving customer satisfaction. [Business Overview] ■ Scale - Available for consultation regarding weekday, peak hours only, regular holiday and nighttime support, 24-hour support, etc. ■ Services Provided: Various inquiry responses *For more details, please refer to the PDF document or feel free to contact us.
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**Customer Challenges:** - There were frequent complaints due to a low response rate, as staff could not answer phone calls while attending to customers. - Customer satisfaction decreased due to being passed around, and differing answers depending on the store (branch). - During phone calls, customers in-store had to wait, leading to a decline in service quality and loss of business opportunities, which we want to improve. - Time spent on phone calls at the store (branch) led to overtime as staff could not focus on their primary duties, necessitating improvements in workload and cost reduction. - The head office could not grasp the inquiries from customers entering the store (branch), resulting in missed opportunities to utilize customer feedback for improvements and development. - There were variations in skills and quality in phone handling due to the different stores (branches) managing calls. *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 (restaurants, izakayas, bento), accommodation facilities (hotels, inns) ■ Karaoke shops, movie theaters, convenience stores, 100 yen shops, rental DVDs, CDs ■ Department stores (department stores, supermarkets), home centers, discount stores ■ Drugstores, travel agencies, real estate companies, cram schools *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 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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