Altius Link Drives Contact Center Transformation at Ringbell with FAQ Tools and Employee Development

Altius Link Drives Transformation at Ringbell

Altius Link Inc., based in Shibuya, Tokyo, has recently announced a successful case study showcasing their partnership with Ringbell Inc., located in Chuo, Tokyo. The collaboration focused on transforming Ringbell’s contact center by leveraging digital tools and enhancing employee training to improve both operational efficiency and service quality.

Background and Challenges

With the expansion of Ringbell's business, they encountered challenges such as securing personnel in regional offices and ensuring the effective training and retention of new operators. Committed to their founding principle of “Guaranteeing Satisfaction,” the company faced the need to balance operational efficiency with employee training to maintain a high-quality contact center

Key Achievements and Strategies

To address these challenges, Altius Link’s strategies centered on maintaining stable staffing and creating a workplace environment that fosters operator retention. Handling inquiries related to catalog gifts goes beyond mere product explanations; it requires a sophisticated approach that considers both the gift giver and the recipient.

Enhanced Training Programs

Altius Link devised comprehensive training programs combining classroom learning, role-playing, and on-the-job training (OJT), enabling new operators to confidently handle their responsibilities. Furthermore, the implementation of detailed feedback systems and ongoing supervisory support significantly bolstered the operators’ confidence and effectiveness in real-world scenarios.

Integration of FAQ Tool: Virtual Agent Plus

To tackle the educational challenges faced by new operators, Altius Link introduced the FAQ tool known as “Virtual Agent Plus.” This digital tool allows operators to quickly access FAQs and scripts during phone calls, significantly increasing operational efficiency and improving service quality. By streamlining access to essential information, operators can deliver timely and accurate responses, thus meeting customer expectations more effectively.

Future Collaborations and Innovations

Altius Link and Ringbell remain committed to working together to enhance contact center operations. Future endeavors will not only focus on FAQ tools and employee training but also explore the integration of generative AI and AI chatbots to further elevate service quality.

Through the application of cutting-edge technology and high-value human operations, Altius Link aims to support the business growth and enhance corporate value for their clients.

For more information on Ringbell’s case study and Altius Link’s services, visit:

About Altius Link

Altius Link Inc. is a joint venture between KDDI and Mitsui & Co., providing a comprehensive range of BPO services including contact center operations, back office support, sales assistance, and IT solutions. With a firm commitment to integrating advanced technologies such as generative AI with human-centric operations, Altius Link promotes business transformation to enhance corporate competitiveness. Their purpose, “Strengthening, Beautifying, and Enriching Connections,” drives them to create shared value with clients and contribute to the progression of a sustainable society.

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