Altius Link Supports NEXCO East Japan's Customer Center Achieving Top Ratings for 14 Consecutive Years

Altius Link's Commitment to Exceptional Customer Service

Altius Link, based in Shibuya, Tokyo, proudly supports the operations of the Customer Center of NEXCO East Japan, also based in Tokyo. Remarkably, for an impressive 14 years in a row, this Customer Center has been awarded the prestigious 'Three Stars' rating in the HDI Benchmarking Survey, organized by HDI Japan, a member organization dedicated to support services. This accolade highlights the center's unwavering commitment to quality and customer satisfaction.

Evaluation Criteria for the HDI Benchmarking

The HDI Benchmarking is a rigorous evaluation process that assesses customer service centers against multiple criteria aligned with international standards. These include response skills and operational performance, which are critically reviewed by expert judges with a customer perspective. The ratings range from 'Three Stars' to no stars, signifying levels of excellence.

In this year's assessment, the Customer Center achieved perfect scores in key areas of evaluation, especially in 'Service Structure' and 'Average Response Speed'. This recognition is a testament to their commitment to quick service delivery and providing comprehensive, relevant information tailored to customer needs, including insights from other managed areas and detailed information about service areas and discounts.

Operational Excellence and Future Prospects

NEXCO East Japan's Customer Center has been undergoing continuous improvements since its establishment in 2007, with Altius Link’s support in operations. The company's philosophy centers around prioritizing the customer to enhance safety, comfort, and convenience in their services. Offering round-the-clock customer support 365 days a year, they continually aim to better meet customer expectations.

To further improve customer interactions, Altius Link has recently implemented the voice recognition system, AmiVoice®. This technology provides instant feedback to operators about their handling of calls, allowing for immediate reflection and enabling supervisors to give real-time coaching based on voice data. By enhancing both accuracy and response times, these improvements have led to the Customer Center's notable ratings in 'Service Structure' and 'Average Response Speed'.

Moving forward, Altius Link plans to innovate further by combining automatic evaluations performed by AmiVoice® with human assessments to construct a robust feedback system. This will ensure an ongoing commitment to quality enhancement.

Leadership Insights

Kumi Sugino, the head of the NEXCO East Japan Customer Center, expressed pride in achieving the 'Three Stars' rating for the 14th consecutive year, attributing this success to the center's dedication to high-quality operations and a customer-centric approach.

Sugino emphasized their ongoing commitment to supporting customers and ensuring that the center operates as a cohesive unit to enhance service delivery.

About Altius Link

Altius Link Corporation is a collaborative venture between KDDI and Mitsui & Co., specializing in a comprehensive range of BPO services. This includes contact center operations, back-office support, sales assistance, and IT solutions tailored to propel business activities forward. Leveraging a combination of human expertise and advanced technologies like generative AI, Altius Link is dedicated to driving business transformation and strengthening competitiveness among its partners. With a purpose of fostering deeper connections, Altius Link strives to enrich the relationships between companies and society while contributing to the development of sustainable social frameworks.

- Location: 151-8583 Shibuya, Tokyo
- Established: May 1996 (Altius Link started on September 1, 2023)
- CEO: President Masatosh Naoya
- Capital: 100 million JPY
- Business Offerings: 1. Contact center solutions 2. Back-office services 3. IT solutions 4. Related services
- Website: Altius Link
- Service Portal: Service Information