Revolutionizing Remote Work in Contact Centers
In a bold initiative to address the pressing challenges of the contact center industry, Persol Business Process Design Co., Ltd., a part of the Persol Group, has unveiled its new service, Centerless Support. This groundbreaking offering aims to facilitate the operation of contact centers aligned with international standards from fully remote setups starting September 2025.
The Need for Innovation
As society grapples with declining birth rates and an aging population, securing a reliable workforce has become increasingly difficult. The contact center sector is acutely affected by this talent shortage. According to a survey conducted by Link Co., Ltd., the percentage of remote work among employees fell to 64.7% in 2023, representing a 12.5-point decline. More companies are advocating a return to the office, termed 'workplace recovery'. Conversely, a telework intention survey from Persol Research Institute indicated that employees in customer service and support prefer to continue working from home, highlighting a disconnect in workforce preferences.
To tackle these issues, Persol Business Process Design has leveraged its extensive experience in remote work to develop the Centerless Support service, focusing on enhanced security protocols and quality management.
The Centerless Support Overview
Centerless Support builds upon existing remote contact center services by introducing three key features:
1.
High-Level Security Assurance: Through comprehensive security measures—human, technical, and physical—we ensure that sensitive information remains secure even in home-office environments. This includes:
- VPN connection for encrypted communication pathways.
- Data security through decentralized solutions.
- Continuous monitoring through facial recognition tools.
- Centralized management and oversight from a home service desk.
2.
Consistent and High-Quality Staffing: By removing geographic restrictions, we can source quality talent from across the nation:
- The ability to recruit exceptional talent without regional limitations.
- A diversified workforce that contributes to business continuity plans (BCP).
- Flexibility to accommodate sudden works or short-term projects.
3.
Quality of Service through Technology: We utilize AI and systematic training programs to maintain high service quality and productivity, which are crucial for enhancing customer satisfaction:
- Smooth remote escalation procedures.
- Automated monitoring of support interactions based on HDI standards.
- Interactive video learning and role-playing with AI tools focused specifically on call centers.
In implementing the Centerless Support service, companies can reduce geographical constraints in hiring, enabling them to provide year-round service and quickly respond to sudden project demands. This flexibility aligns with business continuity planning and allows for agile adaptations to staffing areas.
Moreover, this service creates diverse working environments that offer employees the chance to build their career plans while working from home. This structure not only lowers barriers for individuals considering relocating to rural areas but also invigorates the labor market across those regions.
The Commitment of Persol Business Process Design
Kazuhiro Ichimura, President of Persol Business Process Design, emphasizes that the introduction of Centerless Support is grounded in the company's operational expertise. The service aims for heightened security and the flexibility required for modern service delivery. The company is also focused on tackling social issues like regional revitalization and creating environments where workers can thrive.
As Persol Business Process Design continues to evolve, its partnership with
Persol S&I Co., Ltd., set to launch in 2025, will further enhance the profit-centered approach of contact centers through the application of generative AI and cutting-edge technology.
For further information on Centerless Support, please visit
Persol's Official Site.
About Persol Business Process Design Co., Ltd.
Founded with a mission to innovate all jobs and organizations and create better working environments, Persol Business Process Design integrates process design capabilities with organizational management and talent development expertise. Striving to contribute to a sustainable society aligned with the SDGs, Persol Group promotes diversity in its various businesses while embracing the vision of ‘Let’s Work and Smile Together.’