#Japan #Tokyo #Customer Support #Altius Link #AmiVoice

Introduction

Altius Link, a joint venture company backed by KDDI and Mitsui & Co., is making significant strides in customer support services for the Metropolitan Expressway. The company, based in Shibuya, Tokyo, has partnered with the Metropolitan Expressway Company to provide robust 24/7 customer support operations, while also bolstering measures against customer harassment, which has become a prominent concern in the industry.

Background and Challenges

The primary goal was to enhance the customer service framework under the premise of 'customer first'. Initially, the Metropolitan Expressway operated its customer support center, but faced challenges in staffing and labor management necessary for a round-the-clock service. Delegating this responsibility to a specialized customer service provider was considered a viable solution.

Additionally, the need for flexible staffing during emergencies, such as natural disasters and large events, presented another challenge. The system had to be capable of handling inquiries in unpredictable circumstances, like earthquakes, ensuring operational efficiency.

Moreover, the escalation of customer harassment—manifesting through prolonged complaints, unreasonable demands, and abusive language—necessitated the establishment of clear policies and structures to protect operators.

Implementation and Outcomes

Through the establishment of a reliable emergency staffing system, Altius Link was able to facilitate stable operations during crises. The company utilized its extensive experiences in supporting vital infrastructure sectors, including telecommunications and electricity, to devise a plan ensuring operators' safe commuting, even under adverse conditions. They prepared a list of personnel who could report to work via alternative modes of transportation should public transit become unavailable.

In response to customer harassment, a voice recognition system known as "AmiVoice®" was integrated into the operational framework. This system helps visualize conversations, display real-time alerts, and maintain call logs. Additionally, the implementation of a guideline manual—termed the 'Cut Electric Manual'—for handling harassment-related incidents reinforced structured training and response protocols. Operators reported feeling more empowered and reassured by the implementation of these measures, thus improving the overall work environment.

Moving Forward

Altius Link is committed to further enhancing collaboration with the Metropolitan Expressway, aiming to exceed customer expectations through timely and precise information sharing. Future initiatives will involve not only improving telephone response but also accumulating and analyzing inquiry data to recognize correlations between customer interactions and transportation or weather conditions. This analysis will lead to better proactive communication strategies and further improvements in service delivery.

Additional Information

For more detailed insights into the implementation cases and results, visit the case study section highlighting the collaboration with the Metropolitan Expressway. Altius Link remains dedicated to leading in customer support and continues to develop high-quality service solutions to drive business success for its partners.

About Altius Link

Founded in 1996, Altius Link has emerged as a leader in Business Process Outsourcing (BPO), offering comprehensive solutions covering contact center operations, back-office support, and IT solutions. With an international presence spanning around 100 locations and a diverse workforce of approximately 56,000 individuals, the company combines human-centric services with cutting-edge technology to enhance customer experience. To learn more about their services, visit their official website: Altius Link.

Contact Information

For inquiries, contact Altius Link at [email protected] (for media) or [email protected] (for service-related questions). For press releases and additional information, please visit their official news page here.