Issues before introduction
At our center, we were working to improve overall operational efficiency and standardize the quality of our responses by analyzing daily call content. However, reviewing the recorded data took about 5 minutes per call, which meant we couldn't thoroughly examine each case, which presented a challenge.
Furthermore, while prompt feedback and guidance were required from a compliance standpoint, the time lag in reviewing recordings made it difficult to respond immediately to urgent matters.
Aiming to achieve both quality improvement and operational efficiency.
Headquarters for On-Site Purchase Business
Inside Sales Division
Mr. Akihiro Kato
The implementation had two main objectives: firstly, to improve call quality from an enablement and compliance perspective; and secondly, to reduce call duration and recording review time, thereby increasing overall operational efficiency. To achieve both improved responsiveness for each operator and faster feedback cycles for managers, we selected AmiVoice Communication Suite as a tool that can visualize call content.
Furthermore, the reasons for selecting this system include its ability to integrate with our existing PBX and the cloud, the fact that it not only has all the functions we originally needed, but also includes many features that are truly usable in our actual business operations.
The transcription function reduces the time required to review recorded data from 5 minutes to 1 minute.
Previously, reviewing recordings took about 5 minutes, but with the transcription function, this process can now be completed in about 1 minute. Furthermore, real-time transcription allows users to understand the content even during a call, enabling faster emergency responses.
As a result, the number of feedback points per operator by managers increased from 1-2 to 6-7. This resulted in a reduction in workload of approximately 13 hours per day (4 minutes x 5 additional points x 40 operators working), improving the accuracy and frequency of feedback based on verbal statements. It feels like having 1-2 extra managers on site every day.
■ Voices from on-site staff
On-site operators have reported that the introduction of AmiVoice Communication Suite has made their daily operations much smoother.
For example, some users have commented that "even in situations where it's difficult to hear what the customer is saying, we can check the real-time transcript, which has reduced the likelihood of misunderstandings in communication."
Other users have commented that "even if you can't remember what you confirmed during a call, you can quickly look back at the relevant section from the transcribed history, which is convenient," and "when listening back to a recording, you can pinpoint the approximate location using the text information, allowing you to quickly check the necessary parts."
Future prospects
Going forward, we aim to further enhance the integration of AmiVoice Communication Suite with existing systems to achieve more advanced data utilization. Specifically, we are considering implementing a session ID search function through integration with CTI and building a system to automatically reflect various reports on our own systems. Furthermore, by analyzing the ratio of operator-to-customer communication and quantitatively understanding the balance between "speaking" and "listening," we hope to improve customer service skills and enhance the customer experience (CX).
Customer profile
BuySell Technologies Co., Ltd.
With the mission of "Becoming a bridge that connects people and time, connecting what is important," we are a company that operates "BuySell," a comprehensive reuse service that realizes a cycle of buying and selling. With a core business of on-site purchases boasting more than 26 visits per year, we purchase a variety of items that are lying dormant in people's homes, such as kimonos, stamps, and brand-name goods, and connect them with those who need them next through our own e-commerce site and stores. We position the use of technology as a key strategy, improving operational efficiency by internalizing product development by our own engineers and achieving strategic growth through the use of data. We also actively conduct M&A, aiming to build a reliable distribution network for reused goods that reaches every corner of the country.
