#Japan #Osaka #contact center #Daigas Group #Kansai Business

Kansai Business Information Celebrates Recognition

On September 17, 2025, Kansai Business Information Co., Ltd. proudly announced that it has been honored with the top award in the People Division at the prestigious Contact Center Awards 2025. This award recognizes outstanding contributions and results in contact center operations, jointly organized by Riku Telecom and E-Partners. The company, headquartered in Osaka, has been a key player in customer service for Osaka Gas for 25 years, showcasing excellence in hospitality and service security that aligns with industry standards.

A Legacy of Service Excellence

As part of the Daigas Group, Kansai Business Information focuses on delivering exceptional support to a diverse customer base. Drawing on their extensive experience, they ensure top hospitality, which has become a hallmark of their operations. The latest award reflects their commitment to continual improvement and customer satisfaction through effective knowledge management practices.

Winning Approach to Knowledge Management

The recognized project focused on “Knowledge Management from a Human-Centric Perspective: Is There Love in the Tools?”, which emphasizes not only the tools used but also the meaningful engagement of people in the process. The presenters detailed their innovative approach to reorganizing the foundational “knowledge” of the center operations into a format that staff could readily utilize with compassion and care.

Since the liberalization of the electricity market in 2016 and gas in 2017, the center faced escalated challenges due to a surge in service offerings—including electricity and internet services. This shift led to complicated operations where staff found themselves grappling with difficult rules, confusing manuals, and an overwhelming number of services.

Strategic Solutions Implemented

To tackle these challenges, Kansai Business Information initiated three strategic measures:
1. Redesign of the knowledge management organizational structure
2. Education and training for knowledge management members
3. Enhancement and streamlining of knowledge content

These actions led to significant achievements, including a 58% reduction in error rates. New employees reported a 45-point drop in perceived operational difficulty, while training time for new hires saw a remarkable 43% decrease. Preparation time for training materials was slashed by 90%, showcasing the efficiency of their interventions. Moreover, by establishing a more structured knowledge base, the company was able to innovate further, developing a chat tool for staff rooted in generative AI technology.

Recognition and Future Aspirations

The panel awarded the top People Division honor for this project, largely due to the defined problem setting and the application of Knowledge-Centered Service (KCS) principles that provided a replicable and exceptional model for knowledge management. The initiative has not only improved internal processes but also set a strong benchmark for peers in the industry, thus fostering hopes for continued growth and evolution.

About Kansai Business Information

Kansai Business Information Co., Ltd. aims to contribute to the success of its client businesses through effective problem-solving strategies. They provide a range of services including digital and online solutions, contact center operations, sales and administrative outsourcing, and educational training, all built upon a legacy that began in 1985 when they commenced operations as a subsidiary of Osaka Gas. While their portfolio started with energy-related client services, they have increasingly expanded their offerings to meet diverse business needs across various sectors.

Company Name: Kansai Business Information Co., Ltd. (KBI)
Location: Sumitomo Nakanoshima Building 7F, 3-2-18 Nakanoshima, Kita-ku, Osaka
CEO: Katsuyuki Zoruka
Established: December 1985
Website: KBI Official Site
Contact Center Services: KBI Contact Center