Altius Link Achieves 100 Percent Response Rate Even During Busy Times

Altius Link's Success in Boosting Customer Service

Altius Link, based in Shibuya, Tokyo, has recently showcased a remarkable achievement in collaboration with Seino Transportation, headquartered in Ogaki, Gifu. In an effort to ensure top-notch customer service during peak periods and emergencies, Altius Link implemented a voice bot system that maintains a 100 percent response rate at Seino Transportation's customer center. This innovative approach not only meets service demands but also enhances customer experience, proving effective in real-world applications.

Background and Challenges

Customer service centers play a pivotal role in handling various inquiries related to delivery services. However, during busy seasons or natural disasters, there is often a significant increase in call volume. Seino Transportation has always prioritized operator engagement and hospitality toward customers. Unfortunately, maintaining a response rate of 100 percent with limited personnel proved challenging. Although the introduction of Interactive Voice Response (IVR) systems was considered, concerns about the potential decline in customer experience due to mechanical responses arose. Consequently, a solution that preserved the essence of human warmth while also providing efficient service was imperative.

Results and Key Features

Utilizing the voice bot system, MOBI VOICE®, Altius Link established a hybrid service model. In this model, the AI first gathers customer requests before operators follow up. This integration not only retained the warmth of human interaction but also guaranteed the 100 percent response rate. The increased operational efficiency directly contributed to enhancing customer experience (CX).

Moreover, with close collaboration between Altius Link and Seino Transportation, swift operational improvements and the establishment of a comfortable work environment are also being pursued. Notably, the turnover rate at the customer center remains below 0.5%, showcasing an impressive retention rate that facilitates the provision of high-quality services.

For further insights and more detailed findings from the case study, you can explore Seino Transportation's implementation example.

Future Endeavors

Looking ahead, Altius Link is committed to strengthening the hybrid framework, comprising both voice bots and human operators, to further elevate service quality. Continuous improvements driven by frontline feedback and the creation of a supportive work environment for operators are also on the agenda. This holistic strategy aims to solidify customer experience enhancements and foster sustainable growth in the long term.

Related Information

About Altius Link

Altius Link is a joint venture between KDDI and Mitsui & Co., Ltd. Leveraging a diverse talent pool and group assets, Altius Link provides a comprehensive array of BPO services including contact centers, back-office operations, sales support, and IT solutions. By merging high-value human operations with cutting-edge technologies like AI and advanced data utilization, Altius Link spearheads business transformation initiatives to bolster corporate competitiveness.

The company’s mission is encapsulated in the phrase: "Enhancing connections—stronger, prettier, and more engaging." Altius Link strives to enrich connections among people, companies, and society, creating value alongside customer enterprises while contributing to sustainable societal development.

- Headquarters: 2-2-1 Yoyogi, Shibuya, Tokyo 151-8583, Japan
- Established: May 1996 (Altius Link launched on September 1, 2023)
- CEO: Masatoshi Naya
- Capital: 100 million yen
- Business Areas: BPO services focusing on contact centers, back-office operations, IT solutions, and related services.
- Company URL: www.altius-link.com
- Service URL: Services Page