Ascend's RecACE Plus Elevates Call Quality in Dance Studios

Introduction

Ascend Corporation, headquartered in Shinjuku, Tokyo, is making significant strides in the dance and fitness industry with its innovative call recording service, RecACE Plus. This service aims to enhance customer service quality by providing visibility into how calls are handled across multiple studio locations. Recently, Ascend has released insights from their collaboration with NATIVE Corporation, a dance studio operator based in Sapporo, Hokkaido, which has implemented this system in four of its studios.

Background and Challenges

With an increase in the number of dance studios operating from multiple locations, maintaining consistent call handling quality is a growing concern. NATIVE Corporation faced challenges, such as misunderstanding leading to complaints and the lack of objective records during conflicts. The absence of call recordings made it difficult for managers to investigate complaints effectively, relying heavily on staff memory and oral reports, which could introduce inaccuracies and inefficiencies in their processes.

Selection of RecACE Plus

After evaluating various options, NATIVE Corporation chose RecACE Plus for its ability to automatically record calls without additional input from staff, and integrate seamlessly with existing telecommunication infrastructure. This cloud-based service allows for call recording of landline communications without altering established phone systems, ensuring minimal operational burden while expanding the functionality and oversight of service quality across multiple sites.

Operational Outcomes

The introduction of RecACE Plus led to significant improvements in quality assurance for phone interactions. With access to recorded calls, managers were able to verify the facts surrounding complaints more accurately without solely depending on staff feedback. This not only increased the reliability of evidence in addressing disputes but also reduced incidents related to miscommunication due to lack of documentation. NATIVE's personnel noted that the ability to review recordings allowed management to validate staff behavior during complaints directly, enhancing the overall reliability of the investigative process. Furthermore, the implementation of the recording feature fostered a greater sense of security for both staff and management, knowing that there is a concrete record of interactions.

Future Prospects

Ascend intends to extend this quality assurance initiative beyond NATIVE Corporation by leveraging the expertise gained from this case to assist other service-oriented businesses with multiple locations. This includes developing operational know-how tailored to complex multi-location challenges and sharing continuous insights within the industry. Through this strategy, Ascend aims to help raise industry standards for customer service interactions.

Conclusion

For further details on the deployment background and specific operational changes at NATIVE Corporation using RecACE Plus, additional resources are available on the product's service site. By implementing a system that records and analyzes phone interactions, Ascend and NATIVE are shaping a new standard for quality management in the service industry.

About Ascend Corporation

Ascend Corporation focuses on developing AI systems related to voice and telephony, offering solutions for call center operations and contributing significantly to the digital transformation of telephone services. Founded in December 2003, the company is committed to providing innovative products that help service industries optimize operations.