Introducing a case study from the food industry call center! Strengthening the support system through the implementation of a QA system!
The food industry companies implemented a system and promoted telework, but due to a lack of rules, various channels (phone, email, chat, etc.) were used for Q&A. Before telework, leaders were able to confirm and respond, but after telework, they became unable to do so, resulting in insufficient support for staff. Therefore, we strengthened the support system by reconstructing rules on BPMN and introducing a QA system. As a result, we were able to create a situation where unclear points could be resolved immediately, leading to improved quality of customer response. You can view the details of the case in the materials, so please download and take a look. [Case Overview] ■Industry: Food ■Job Type: Call Center ■Business Content: Customer order contact point for mail-order exclusive food products *For more details, please refer to the PDF materials or feel free to contact us.
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【Summary of Other Cases】 ■Issue Details - The company was unable to quickly confirm with the leader as it used to, resulting in insufficient support for the staff. ■Countermeasure Results - Strengthening the support system through the reconstruction of rules on BPMN and the introduction of a QA system. - Improvement in response quality. *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.