[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 started a subsidy project for PCR testing aimed at local governments to prevent severe cases and clusters, and to enable early detection, with the goal of providing some reassurance to the elderly. They have quickly begun to establish a testing implementation system for the elderly. Since the reservation for PCR tests is targeted at those aged 65 and over, it will be handled by a call center rather than through web reservations. There was 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 established the center in a short period. As a result, we achieved a response rate of over 90% and ensured high-quality responses, 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 ＜Structure＞ ■ 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 multiple experienced administrative staff ■ Centralized management of testing-related information through the introduction of various management tools ■ Thorough training on response techniques, monitoring by managers, and feedback ■ Reflecting residents' requests, such as through hot voice, in the administrative functions in collaboration with the welfare department as appropriate *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 back-office operations. We will maximize the total solutions and knowledge of the Altius Link Group to support our clients' future with assured quality.