|Order Management||Brochure Fulfillment||Marketing Campaign Management||Customer Relations||Complaint Handling|
|Customaer Support||Help Desk||After-Hours Services||E-mail Response||Fax Response|
|Mail Handling||Chat Response||Product Recall and Other Emergency Services||Incoming E-mail Management||Voice Prompt Design|
Dedicated groups of communicators are managed by the client company using our own computer system. Group leaders monitor individual communicator calls and manage reporting tasks, while supervisors are directly responsible for client-related tasks, as well as attending to the emotional well-being of the communicators. When communicators are mentally weary from long hours on the phone or handling complaints, the supervisor’s ability to quickly follow up with encouragement, or suggest a break makes it possible to maintain a certain level of quality. Another feature of the system is the whispering function, which enables group leaders and supervisors to provide appropriate advice, when needed, without the customer noticing. This feature allows senior staff to monitor calls in real time, and provide swift, optimum instructions to any communicator who may be having trouble with a call. Another original feature of our system is the ability to route calls outside of a group. This ensures that the customer will not get a busy signal, even when all members of a group are busy taking calls.
“Pit!,” our proprietary contact center operation system, enables us to achieve error-free, accurate call handling. When a call comes in, the system will automatically display that client company’s dedicated screen, enabling communicators to respond while verifying information for accuracy. Because the types of information (fields) required by each client will vary by industry and company, we design optimum screens for each group of dedicated communicators based on careful consultation with the client. The goal of the system is to achieve as close to zero errors as possible, whether it be a failure to ask the right questions, or providing incorrect information to the customer.
All of our communicators use headsets specially designed with a 15-degree directional angle, developed by tele-net to ensure that customers won’t hear background noise from the contact center during their call. This completely shuts out all outside noise, while making sure that communicators can still converse with one another as required by their tasks.
tele-net employs a system that automatically saves all communicator conversations as a voice file. This of course helps to avoid common problems over who said what, but also allows the communicator to later reconfirm the details of any particularly challenging call, and use that experience in future calls. The information can also be shared between communicators, and is accumulated as operational knowledge, helping us to provide even more precise, error-free call handling. This recording system also keeps our communicators on their toes, in a positive sense, and is very useful in keeping them mindful of the need to maintain a crisp, precise approach to handling calls.
tele-net obtained PrivacyMark certification in May of 2004. Client confidentiality, the most significant concern when outsourcing, is strictly observed. #JIS = Japanese Industrial Standards
In addition to the PrivacyMark, tele-net has also obtained ISO27001 certification. We hope this serves to further reassure our client companies. #ISO International Organization for Standardization
tele-net has other security measures in place to ensure clients are comfortable working with us, including confidentiality awareness training for employees, and entrance and exit controls at all of our contact centers.
★GPS Time Server tele-net has installed a server that accurately maintains the time on all equipment in our contact centers by linking with an atomic clock signal, the most accurate in the world, sent from a GPS satellite.
In addition to its normal operational servers, tele-net also has at least two or more sets of identical equipment (including stand-by servers, etc.) as backup, in case of equipment failure or other types of emergencies. The system is designed so that operations automatically switch over to the standby servers and other equipment in the event of a system failure, as part of our efforts to minimize the impact of such events on regular operations.
tele-net is fully equipped to avoid system outages in the event of a power failure. Large-capacity batteries are always standing by to provide backup power, ensuring continuous system operations not just for momentary loss of power, but even during longer outages.