Project name: "BPR of customer service quality evaluation using voice recognition technology"
Telemarketing Japan Inc. (Head office: Shinjuku-ku, Tokyo; CEO: Junichi Hayashi; hereinafter "TMJ"), a member of the Benesse Group, and Advanced Media Inc. (Head office: Toshima-ku, Tokyo; CEO: Kazuyuki Hasegawa; hereinafter "Advanced Media") are pleased to announce that their project, "BPR for response quality evaluation work using voice recognition technology (※21)," has been selected in the open call for proposals for the Ministry of Economy, Trade and Industry's fiscal XNUMX "Support Project for Productivity through Service Innovation (Service Engineering Application Case Development Field)."
■ Background of the initiative regarding "BPR of response quality evaluation work using voice recognition technology"
As companies find it increasingly difficult to acquire new customers, many are increasingly trying to strengthen relationships with existing customers and increase customer satisfaction in order to retain loyal customers. For many companies, the way customers are treated at call centers, which are the direct point of contact with customers, is an important factor in determining the company's image, and improving the quality of customer service at call centers has become a very important theme.
In addition, while companies are putting effort into customer service, customers' expectations of companies are also increasing, and customers will not be satisfied if the same service is continued. Therefore, companies need to constantly provide service that exceeds customer expectations and increase customer satisfaction.
■ Purpose of the initiative regarding "BPR of response quality evaluation work using voice recognition technology"
In order for a company to continuously improve customer satisfaction, it is key to develop TSRs (※2) who handle customer service, and the development of effective and efficient management, evaluation, and education for this purpose has become an urgent task.
TMJ has been implementing company-wide quality control and evaluation systems to improve the quality of its telephone response. For this latest initiative, we have formed a consortium with Advanced Media Co., Ltd., Japan's largest voice recognition system solutions company, to implement the company'sAmiVoice®By introducing voice recognition technology into the evaluation of customer service quality, which has traditionally relied on experience and intuition, we aim to improve the efficiency and effectiveness of customer service quality evaluation and subsequent training for TSRs.
■ Open call for applications for the "Support project for improving productivity through service innovation (Service engineering application case development field)"
In order to improve the quality of services provided by the service industry and provide them more efficiently, the Japan Productivity Center, commissioned by the Ministry of Economy, Trade and Industry, is calling for pioneering projects to introduce "scientific and engineering methods" (i.e. objective, reproducible methods) to areas that tend to rely on "experience" and "intuition" in order to increase added value and efficiency and improve service productivity.
(Application period: April 21th to May 4th, 16)
＜Overview of Telemarketing Japan Inc. (TMJ)＞
- Established: April 1992
Head office location: 1-20-2 Nishi-Shinjuku, Shinjuku-ku, Tokyo
・Representative: Junichi Hayashi, President and CEO
Capital: 3 million yen (60% owned by Benesse Corporation, 40% by Marubeni Corporation)
・Bases: Tokyo, Sapporo, Nagoya, Osaka, Kitakyushu, Fukuoka, Kumamoto
Business description: Research, design, operation and provision of contact centers
Human resource development, dispatch, education and training, and related BPO services related to the operation of the company
＜Overview of Advanced Media Inc.＞
- Established: April 1997
Head office location: Sunshine City Cultural Hall 3F, 1-4-XNUMX Higashi-Ikebukuro, Toshima-ku, Tokyo
Representatives: Chairman and CEO Kiyoyuki Suzuki and President and CEO Kazuyuki Hasegawa
・Capital: 44 million yen (23 shares) (as of the end of June 145,352)
・Business details:
◆AmiVoice®"Solution business" that plans, designs, and develops voice recognition solutions that incorporate
◆AmiVoice®"License business" that provides application products that incorporate
◆ "Service business" that provides AmiVoice® as a service to corporate users and general consumers
■ About Advanced Media, Inc.
Advanced Media has its own voice recognition technologyAmiVoice®This has enabled us to provide a variety of solutions that allow users to input text using their voice.
AmiVoice®The voice recognition engine allows immediate voice input (speaker-independent) without the need for pre-learning (enrollment) for each user. It is primarily used in the fields of medicine, education, entertainment, meeting minutes, call centers, and business solutions. For example, in the medical field, it has been introduced in over 2,900 facilities (as of the end of March 2009), and it has contributed to the efficiency of medical diagnosis, and its effectiveness in implementation has been highly praised. In 3, voice recognition technology
AmiVoice®"Voice Input Mail," which utilizes voice input, won the "Software Product of the Year® 2008" (SPOTY2008) award sponsored by the Information-Technology Promotion Agency (IPA), an independent administrative institution affiliated with the Ministry of Economy, Trade and Industry.
Advanced Media Inc. website:
http://www.advanced-media.co.jp/
■ Inquiries regarding this matter
Telemarketing Japan Co., Ltd. Public Relations Group Kawasaki
TEL：03-5321-0798
FAX: 03-5321-5755
E-mail:mkawasaki@tmj.jp
Advanced Media Inc. Corporate Planning Department Public Relations Team
TEL：03-5949-2007
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
