[CRM Case] My Number System Inquiry and Card Application Consultation Phone Support Service

Successfully reduced excess costs! Achieved accurate and careful call handling while balancing high quality and efficiency.

With the My Number Act, which was enacted in 2013, officially starting operations in January 2016, municipalities across the country faced the urgent need to supplement human resources and establish operational frameworks due to the additional workload alongside their regular duties. As a result, it was decided to outsource a call center to handle inquiries from citizens regarding the My Number system and consultations about My Number card applications, with Maxcom being awarded the contract. Our company conducted a simulation of the workload based on similar operational experience and preemptively developed a business plan aligned with fluctuations, successfully preventing shift overlaps and reducing excess costs. Additionally, by establishing an effective call history management system and sharing FAQ information within the center, we deepened operators' understanding, which significantly reduced complaints from citizens, achieving accurate and courteous call responses while maintaining high quality and efficiency. [Business Overview] ■ Provided Service: CRM (Call Center) ■ Scale: Approximately 2,000 cases/month ■ Operating Hours: Weekdays 8:30 AM - 5:15 PM *For more details, please refer to the PDF document or feel free to contact us.

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