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Be With Takes a Stand Against Customer Harassment

In a groundbreaking move, Be With Inc. has been recognized as the first company to be certified under the "Customer Harassment Prevention Initiative" introduced by the Japan Contact Center Association (JCCAA) starting October 1. This initiative aims to tackle the growing issue of customer harassment (also known as "Kasuhara") that has gained significant attention in Japan's business landscape.

Understanding Customer Harassment

Customer harassment includes unreasonable demands, excessive complaints, and other disruptive behaviors exhibited by customers towards service providers. Over recent years, it has escalated into a pressing social issue. With the Ministry of Health, Labor, and Welfare releasing a manual in 2022, a series of regulations have been established, including the implementation of prevention ordinances in Tokyo and Hokkaido by April 2025, as well as the enactment of the amended Comprehensive Labor Policy Promotion Law in June, which mandates companies to adopt measures against customer harassment.

The proactive approach towards preventing customer harassment is becoming increasingly important in the Japanese business culture, highlighted by this new recognition from industry associations.

Details of the Customer Harassment Prevention Initiative

This recognition program is a pioneering effort within the sector, specifically designed for companies actively engaging in measures against customer harassment. Member companies of the JCCAA, which operates contact center businesses, can apply for certification. To become certified, companies must commit to nine requirements, including publicly disclosing their basic policies, appointing a responsible officer for harassment issues, and establishing a consultation desk for employees.

Be With's Innovative AI Solutions for Harassment Prevention

From the earlier days of recognizing the need to address complaint management, Be With has made significant strides towards mitigating customer harassment. The company has integrated innovative solutions involving artificial intelligence into their operations.

Speech-To-Text (STT) and Keyword Alert Technology

One of the notable advancements at Be With is the implementation of Speech-To-Text (STT) technology. This function allows for the automatic transcription of dialogue between customers and operators, facilitating real-time monitoring of conversations during calls. Furthermore, a keyword alert feature highlights pre-registered terms within conversations, enabling swift detection of inappropriate language and remarks. This technology assists in ensuring timely responses where human oversight may have lagged, thus enhancing the overall quality of customer service.

Moving forward, Be With is committed to creating a safe working environment for all employees by strengthening educational frameworks and mental health support. Their continuous efforts will focus on utilizing AI and boosting response quality to foster systems that mitigate the occurrence of customer harassment incidents. This initiative aims to cultivate a sound and sustainable contact center environment that earns the trust of stakeholders.

Be With's Company Background

With over two decades of experience in contact center operations, Be With leverages its expertise to offer optimal services to clients. The company utilizes advanced systems based on its proprietary cloud PBX, "Omnia LINK," and provides practical, actionable solutions rather than just strategic proposals. Be With helps clients with digital transformation (DX) initiatives through consulting services, system implementations, and operational support. By continually sharing valuable insights and high-level expertise, Be With aims to co-create value with customers and contribute positively to society.

Company Information

• - Name: Be With Inc.
• - Location: 32F, Shinjuku Park Tower, 3-7-1 Nishi-Shinjuku, Shinjuku, Tokyo
• - Established: May 12, 2000
• - Representative: Kenji Iijima, President
• - Business Focus: Provision of contact center and BPO services utilizing digital technologies including the in-house developed cloud PBX "Omnia LINK," along with various AI and DX solutions.
• - Website: Be With Net