Case study in the financial industry: Reducing escalation responses in back office (internal inquiry handling)!
In the financial industry, the development team has been handling inquiries from the sales team. Due to regular personnel changes in the sales department, the same questions have frequently arisen at the inquiry desk, causing difficulties for the development team in performing their core duties. To address this, we implemented the Q&A system 'BPUSS'. As a result of this measure, optimal answers are provided according to the level of the personnel, 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 provided materials, so please feel free to download and review them. [Case Overview] ■Industry: Finance ■Job Type: Back Office (Internal Inquiry Response) ■Business Content: Inquiry Desk for Sales *For more details, please refer to the PDF document or feel free to contact us.
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【Summary of Other Cases】 ■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 - Screening of appropriate Q&A. - 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.
