#Japan #Digital Adoption #Yokohama #TechTouch #Persol Communication

Enhancing Contact Center Operations with TechTouch

Persol Communication Services has taken a significant step forward by integrating TechTouch, an AI-driven digital adoption platform, into its contact center operations. This collaboration aims to improve efficiency and streamline workflows, setting a new standard for customer interactions in the industry.

Background of the Implementation

Operating from its shared support center in Fukuoka, Persol Communication Services has been providing outsourcing solutions for IT support and contact center services. The center, which utilizes a shared approach among multiple companies, required operators to handle various communication channels simultaneously. This complex setup forced agents to juggle multiple information sources, such as monitors, printed materials, and whispered guidance, all while responding to incoming calls. As a consequence, operators faced heightened psychological stress, an increased risk of misidentification, and inconsistencies in service quality.

Additionally, while a CRM system recorded call records, the open-text format led to discrepancies in the details entered by operators. This inconsistency not only hindered data integrity but also increased the workload for coaching and data analysis.

Decision to Implement TechTouch

Persol Communication Services recognized the potential of TechTouch when they discovered that integrating it with their existing contact center system could automatically identify incoming call routes. This functionality allows for tailored guidance on handling calls based on the company name and other distinguishing factors. By simplifying call handling procedures, the partnership aimed to enhance uniformity in service quality while relieving operator stress and decreasing operational workload.

Another motivator for the implementation was the ability of TechTouch to display input templates within the CRM system. Standardizing call record entries helps to minimize errors and variations, thus ensuring data consistency and improving analytical accuracy. Consequently, a more efficient PDCA (Plan-Do-Check-Act) cycle emerges, facilitating swift responses and improvements on the ground.

Positive Outcomes from TechTouch Adoption

The integration of TechTouch has yielded several notable advantages:

• - Reduction of Contact Handling Challenges: By automatically identifying call pathways, the system has created a more user-friendly operational flow for agents. Feedback from operators reflects a newfound confidence in managing calls and a marked decrease in initial stress levels.
• - Improvement in Record Quality: The implementation of standard templates for note-taking has led to uniformity in data granularity, enhancing analytical precision. This boosts the speed of business improvement cycles, allowing rapid responses and adjustments in real-time.
• - Easing of Training and Mentoring Burdens: The standardized method for recording call histories has reduced the effort required to train new employees on documentation practices. This alleviation also extends to team leaders tasked with onboarding and managing personnel.

Future Plans

Following the success at the Fukuoka support center, Persol Communication Services plans to gradually expand the reach of TechTouch to other locations. This strategic rollout aims to enhance overall service quality and customer satisfaction across the board. Additionally, the company is considering leveraging its internal achievements with TechTouch as part of an initiative to provide business improvement solutions to its client base, furthering operational efficiency and standardization.

Closing Thoughts from Ryo Akiyama, Director at Persol Communication Services

Akiyama emphasizes the importance of achieving SLA standards in contact centers. However, he notes that meeting these metrics does not necessarily equate to customer satisfaction. He advocates for a customer success model that fosters loyalty through innovative service offerings that blend digital technology with human touch. To this end, improving employee experience (EX) has become a strategic focus for the organization, striving to create a harmonious work environment conducive to sustainable growth.

About Persol Communication Services

Persol Communication Services is dedicated to harnessing the power of human ingenuity and technology to tackle the complex, evolving challenges faced by businesses and society. The company specializes in contact center design and management, addressing human resource challenges, digital marketing support, and more, all aimed at fostering business growth.

About TechTouch

TechTouch is an accessible platform that simplifies the creation and implementation of operational guidance without the need for coding. It alleviates the burden on system administrators and encourages seamless system use among employees. The platform's intuitive guidance and meticulous user behavior analysis support problem-solving capabilities across various sectors, from large corporations to startups and government agencies, boasting over 8 million users, making it the market leader in Japan. With numerous accolades including Good Design Awards and recognition as a J-Startup by the Ministry of Economy, Trade and Industry, TechTouch is committed to advancing digital transformation (DX) and customer experience (CX) in Japan.