#Japan #Tokyo #contact center #Altius Link #AmiVoice

Altius Link Revolutionizes Call Assessment with New Service

Altius Link Inc., based in Shibuya, Tokyo and led by President Hajime Wakatsuki, is set to launch its groundbreaking service, the "Automated Quality Assessment Service for All Audio Sources", starting July 3, 2025. This new offering aims to enhance the quality management of contact centers by providing a tailored assessment model that automatically evaluates every call while drastically reducing the administrative burdens on managers.

Background and Challenges in the Contact Center Industry

The contact center sector is grappling with the dual goals of improving service quality and increasing operational efficiency. Traditional evaluation methods mainly focus on a small sample of calls, leaving operators feeling undervalued as their performance is judged based on just a few interactions. This creates a lack of trust in evaluations and feedback, complicating the cultivation of talent in the industry. Additionally, managers often face overwhelming workloads, leading to discrepancies in evaluations and insufficient training opportunities for operators.

Proven Efficiency Through KDDI Partnership

To address these pressing issues, Altius Link has developed a comprehensive automated call assessment model through its practical experience with the KDDI Customer Center. By leveraging the leading "AmiVoice® Communication Suite" provided by Advanced Media, the company demonstrated that it could reduce management workload by approximately 60%. This enables managers to focus more on productive communication, such as conducting meetings and training with operators. Operators benefit from a consistent and quantitative evaluation approach, further enhancing workplace productivity, employee satisfaction, and continuous quality improvement.

The initiative has been recognized and awarded the "Best Technology Award" at the 2024 Contact Center Awards, showcasing the significant results achieved in contact center operations. The success model is now being generalized for use by a broader range of companies.

Key Features of the Automated Quality Assessment Service

Customized Evaluation Model Based on Successful Equations

The service utilizes a customized evaluation model that resonates with the specific demands and industry standards of each client. Industry experts design the assessment criteria based on successful past patterns and years of customer interaction experience, incorporating unique scripts and high-performing calls. The evaluation framework quantifies various aspects, such as speech content, speed, and timing, ensuring flexibility and effectiveness that generic templates cannot provide.

Comprehensive Support from Implementation to Training

This service goes beyond being a mere tool; after implementation, the correlation between evaluation and real-world interactions is closely monitored. Continuous adjustments are made to the assessment model for greater precision. Altius Link also offers feedback tools and BI dashboards for operators, aiding the adoption of improvement cycles and sustainable operations uniquely tailored to their client's needs.

Quick and Cost-Effective Implementation

Using the standard features of the "AmiVoice® Communication Suite," clients can implement the evaluation model with zero additional development costs. This allows for a smooth and low-cost integration into existing systems.

Commitment to Future Innovation

Altius Link remains dedicated to fostering business transformation by utilizing cutting-edge technologies like voice recognition and generative AI. Their mission is to actively support organizational reforms and business innovations for their clients.

Altius Link, a joint venture between KDDI and Mitsui & Co., operates one of the largest BPO services in the industry across approximately 100 domestic and international locations, leveraging a workforce of around 56,000 professionals. By combining high-value human services with the latest digital technologies, Altius Link consistently seeks to design next-generation customer experiences to better serve their clientele.

For further inquiries, you can visit the official website of Altius Link or check their latest press release about the launch of this innovative service here.