#Japan #Tokyo #Bell System 24 #Kamakura Shinsho #Ii Sougi

Introduction to the Case Study

Bell System 24, headquartered in Minato, Tokyo, has recently divulged a successful initiative aimed at enhancing the quality of their sensitive funeral consultation services executed through the largest funeral consultation platform in Japan, 'Ii Sougi,' managed by Kamakura Shinsho, based in Chuo, Tokyo. This case study lends insight into how the collaborative efforts between Bell System 24's contact center and Kamakura Shinsho's in-house center led to significant improvements in response quality during a challenging time for many clients.

Challenges Faced

As the baby boomer generation nears the age of 75 in 2025, Japan is predicted to enter a 'multideath society,' with over 1.5 million people expected to pass away annually. This highlights the increased demand for sensitive funeral consultation services. 'Ii Sougi' operates a contact center that provides support for clients in grief, dealing with sensitive inquiries related to funeral arrangements. Maintaining high response quality is of utmost importance, particularly given the gravity of conversations surrounding death. Providing a service that empathizes with clients’ psychological states while also ensuring a smooth introduction to suitable funeral companies proved to be a complex task.

Operational Structure of Contact Centers

The contact center for 'Ii Sougi' consists of two operational bases: one run by Kamakura Shinsho and the other by Bell System 24. Both centers have been striving to enhance their response quality, sharing success stories that had the synergistic effect of elevating the overall service quality. However, Kamakura Shinsho faced a challenge in standardizing evaluation criteria for its operators, leading to inconsistencies in the service provided due to their varying skills and levels of experience.

Implementation Strategies by Bell System 24

In response to these challenges, Bell System 24 introduced systematic procedures refined from its extensive experience in contact center operations. By making the funeral consultation process more transparent and establishing structured workflows and scripts, they were able to ensure that operators, regardless of experience level, could provide consistent and high-quality service. The results were remarkable; within just six months, the operators from Bell System 24 achieved response quality on par with their counterparts from Kamakura Shinsho. This initiative not only uplifted Bell System 24's operators but also allowed these practices to be shared with Kamakura Shinsho, fostering a culture of continuous improvement.

Feedback and Support Structures

To ensure sustained excellence, having a robust support system was critical. Bell System 24 implemented a structure that included at least two supervisors present at all times, enabling immediate support for operators encountering unexpected challenges. This facilitated maintaining a response rate of over 90%, a vital metric indicating the accessibility of the contact center services.

Summary of Achievements

In summary, the collaboration between both companies led to significant improvements:

• - Achieving an execution level equivalent to Kamakura Shinsho’s operators within half a year.
• - Establishing a framework that allows for ongoing improvement while maintaining high response rates.
• - Leveraging shared insights and methodologies between both centers to enhance service quality across the board.

Future Outlook

Looking ahead, Bell System 24 and Kamakura Shinsho are committed not only to preserving a high-quality human touch in their services but also to exploring technological advancements, including artificial intelligence, to further streamline operations. This commitment to efficiency aims to culminate in establishing a comprehensive contact center that integrates various services from Kamakura Shinsho.

For more information on Bell System 24 and their services, visit their website. Since its inception as Japan's first comprehensive call center service in 1982, Bell System 24 has been at the forefront of establishing communication foundations for various companies, evolving into a strategic partner for business transformation through innovation and communication. Their vision aims to support societal well-being through new solutions and contribute to sustainable development.